Telephone answering – showing a more “human” side…

Thursday, October 18th, 2018

We’ve all been there. You place a call to a customer service department and the person on the other end of the phone seems disinterested and lacking in any empathy whatsoever.  Not a great start!

The problem is that simply reading from a pre-prepared script can often make a call handler seem detached, even lacking any real interest in their customer’s problem. This, in turn, can make a customer feel undervalued and this becomes a problem for any business when customer retention rates start to decline.

There are however some relatively simple steps that any professional customer services team can take prevent this becoming a real problem within a business.

Personalisation works really well when done correctly

Whilst it is, of course, a pre-requisite that customer services record pertinent details throughout the call, any other snippets of information volunteered by the caller throughout the conversation can also prove invaluable when it comes to really great customer service.

For example, a caller might refer to their pet, hobby, or holiday and a brief exchange on that subject can really help “break the ice”. In short, whilst it is important for the customer services personnel to identify any problems and record all necessary information, it is also important to eliminate any impression that the only objective is to move onto the next call!

The art of listening

Listening is paramount on so many levels.

From an emotional point of view, callers may just want to describe why it’s such an issue for them on a personal level. By being attentive, operators help the caller to feel that they’ve been understood; something that can be almost as important to the caller as actually resolving the issue. 

Empathy and problem-solving

When explaining a long, seemingly complicated issue over the phone, it can sometimes feel like a one-way conversation. If the customer services representative does not then interject with an occasional acknowledgement (such as an ‘ok’, ‘aha’, or ‘I see’) we often have no idea whether or not they are being attentive or worse, disappeared for a cup of tea! 

In short, simple affirmations can really improve a caller’s experience with customer services.

Additionally, if a representative offers up a solution before the caller has finished explaining their problem, that solution may be inappropriate or at best incomplete. The caller may have already tried that route, or perhaps it’s not the only problem they have. By ensuring that all the issues have been recorded before any solution is proffered, there is likely to be a better outcome for the caller.

mplcontact Sutton Coldfield are here to help

Could your business do with some professional help when it comes to telephone answering? 

For more information, give our team at mplcontact Sutton Coldfield, Birmingham a call on 0800 0186009. Alternatively, just click HERE to contact us to find out more about how our expert call centres services could really help YOUR business.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society