The phone call is an integral part of the customer service process. A strong ability to communicate with customers over the phone can make all the difference in winning a customer for life, while a not-so-good rapport can do irreparable damage to your business. That’s why it’s important to continuously optimize your staff to help them learn how to better communicate with customers over the phone.Ideas to Help Improve Customer Service Whether you’re an entrepreneur, a small business or a multi-million dollar company, there’s always room to improve customer service over the phone. Here are five ways to do just that. 1. Role playing How can you make sure your employees know what to say during a customer call if they’ve never even practiced? It may feel a bit silly at first, but role playing is one of the best ways to make improvements to your customer service process. So, how do you make your roleplaying sessions successful? First, think back to actual interactions you’ve had with customers over the phone. Make sure to play out a variety of scenarios (both good and bad) to arm your staff with the knowledge necessary to handle incoming calls. Acting out the customer call experience is a great tactic to better prepare employees for the real deal. It helps instill confidence, hone problem solving abilities and gives you a better idea of your employees’ strengths and weaknesses — all of which you can use to fine-tune their abilities to improve customer service over…
Read More: How to Improve Customer Service Over the Phone in 5 Steps
