Any organization with a customer service focus needs to continually train its representatives on how to handle customer calls. Here at AGR Group, we maintain a focus on the basics.
1. Over-Promising
As the old adage goes, the best policy is to under-promise and over-deliver. This extends to simple conversational practices such as guaranteeing a time frame for a response, or promising a certain outcome that may not come true. Skilled customer service agents will craft their phrasing to reassure the customer while simultaneously setting expectations at a realistic level. Customers should never feel misled by their interactions with customer service.
2. Being Inauthentic
Apologies and thanks should come across the phone as sincere, rather than scripted and robotic. It’s important for customers to get the message that they are important to your company, because they are. Without good customer relations, a business is doomed to fail. Current customers not only generate referrals, but they are also the most reliable source of return business.
3. Asking for Information Multiple Times
Once a customer has given their information to the agent, that information should be recorded and kept for the duration of the call. Personal experience likely dictates that nothing is more frustrating than repeating your information multiple times to a string of automated prompts and different agents throughout a call. Good organizational skills help our agents stand out and provide exceptional customer service.
4. Criticizing the Customer
Patience is key in providing good customer service. Most people won’t bother making a call to customer service unless they are having a serious problem that they can’t resolve themselves. They should not be left with the impression that they are being blamed for the problem. If a customer is having difficulty navigating an online or other resource, patient and methodical walkthroughs should be conducted to ensure success.
5. Giving Inaccurate Information
If an agent does not know how to handle a specific question properly, the best strategy is for them to take a moment and find out. If necessary, representatives can offer the assistance of someone who is more knowledgeable about that specific question and transfer the call to a supervisor. Offering inaccurate information almost universally will come back to bite you later.
Here at AGR Group, we understand the customer. We have provided service to many thousands of customers and accounts over our years in the deregulated energy industry. Let our expertise help you increase your customer satisfaction by providing a live, knowledgeable representative to assist with all of your customers’ concerns. Contact us today for a consultation.
