Telephone customer service is an essential aspect of employee training programs.
If you ever have customers or clients calling your company or organization for information or to place an order, ask questions, pay bills or get help resolving a problem, then you need to train your employees for telephone customer service. Handling issues over the telephone can be difficult. You lose the face-to-face connection that makes dealing with customers somewhat easier. If your employees aren't prepared, you could have a lot of unsatisfied customers on your hands.
Instructions
1. Show your employees use your company's phone system. Even if your employee is fully capable of handling all kinds of complaints and questions, if the phone gets disconnected, goes unanswered or gets put on hold indefinitely, you will have an unsatisfied customer.
2. Train your employees in all areas of customer service. Ideally, each of your employees will be able to handle multiple issues or all issues that a customer might have. This will reduce the number of times a customer is passed off to another employee, which increases frustration and decreases satisfaction.
3. Emphasize the importance of taking notes during customer calls. Making customers repeat information will not lead to quality telephone customer service. Additionally, these notes can be entered into the customer's file after the call, eliminating the need for them to re-explain their situation when speaking to a different employee.
4. Consider bringing in outside help to train your employees in telephone customer service. Services, such as the Telephone Doctor and The Phone Coach, can help ensure that your employees are fully prepared before speaking with customers.
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