5 Ways to Provide Great Customer Service Over the Phone

Improving your customer service skills over the phone can make customers happy and create great customer relationships in the future. To provide good customer service over the phone, it’s important that you know the most useful customer service skills. 

A successful incoming phone call means providing great customer service from beginning to end. #VoiceLink Click To Tweet

How can you provide great customer service with each phone call?

Show your customers that they have your undivided attention over the phone by going the extra mile with these customer service skills: 

  1. Practice Active Listening
  2. Ask Appropriate Questions
  3. Explain Things Clearly
  4. Be Friendly
  5. Say Thank You

1) Practice Active Listening

Active listening is essential for effective communication. It allows for a better understanding of the customers’ needs and shows a willingness to help. Allow the customer to talk without interruption, reflect back their main question or concern, and ask clarifying questions when necessary.

2) Ask Appropriate Questions

Ensure that each customer is aware that you understood their needs. By using active listening techniques and asking relevant questions, you will communicate that you understand them and are making an effort to help solve their problem.

3) Explain Things Clearly

Customers are not always familiar with your company’s policies or procedures. Thoroughly explain to customers what you’re doing and why you’re doing it. You should have a clear understanding of the product or service you’re providing. 

4) Be Friendly

The most important rule in providing excellent customer service is to be friendly. Be proactive by paying attention to the customer’s needs and offering help or recommendations before they ask, without interrupting. It is important to always remain kind and empathetic to your customer, even through stressful or contentious situations when they are disappointed or angry.

Pro Tip: Try to greet customers with a smile, even over the phone. Smiling will help give you a friendlier tone of voice.

5) Say Thank You

A simple “thank you” can go a long way when providing customer service. Customers often remember sincere gratitude, and it reminds them why they called your business. Saying thank you after every phone call is an easy way to provide excellent customer service.

Providing Quality Customer Service

You can provide great customer service with each and every incoming phone call to your business. Practice these customer service skills to gain loyal customers and potential future clients. If your staff is struggling to keep up with high call volumes, consider a phone answering service for great customer satisfaction.

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