Outstanding customer service on the phone

Now more than ever, businesses are interacting with their customers remotely, and a customer’s entire perception of your company brand can come down to just a couple of minutes’ conversation on a call. In this series of video tutorials we run through a few simple steps you can take to achieve a first class customer service on phone

Outstanding customer service on the phone: Part 1 - The verbal handshake

Just like in a face to face meeting first impressions really count. An effective ‘verbal handshake’ with your customer starts the conversation in the best way possible and is a critical part of your company brand.

Duration 01:34

Outstanding customer service on the phone: Part 2- A better way to put the caller on hold

Rather than rushing to put your client on hold or to transfer them, give them a choice and add a personal touch. Your client will appreciate it.

Duration 01:28

Outstanding customer service on the phone: Part 3- Use your customer’s name and correct spelling

Build rapport and instil confidence in your clients by using your client’s name when on the phone with them. It shows that you’re listening and that you are motivated to help them.

Duration 02:15

Outstanding customer service on the phone: Part 4- Avoid excused and take responsibility

While your customer service representatives are not expected to know everything, your client does not need to know that. Provide your client with solutions, not excuses.

Duration 01:22

Outstanding customer service on the phone: Part 5- Give your callers your complete attention

Treat your callers the way you would like to be treated. Provide your caller with your undivided attention and show you are listening with these skills.

Duration 01:27

Outstanding customer service on the phone: Part 6- Giving verbal feedback

Communicating to your customer that you are listening is a bit trickier to do on the phone than in person. By using their name and short phrases, in addition to the skills mentioned in this video, you will show your client that you are listening.

Duration 01:34

Outstanding customer service on the phone: Part 7- Taking accurate messages

We chose the company name Verbatim because it signifies a core skill when answering the phone: the ability to take down messages word for word. Be a good message taker by following these crucial steps.

Duration 01:50

Outstanding customer service on the phone: Part 8- Keeping control of the conversation

Energetic callers can be difficult to understand. By being empathetic and direct, you will be able to get them the assistance they need.

Duration 01:25

Outstanding customer service on the phone: Part 9- Noises off! Avoid making distracting noises

Your caller does not want to hear your meal, snack, or background noise. Avoid making distracting noises by following these easy steps.

Duration 01:01

Outstanding customer service on the phone: Part 10- The wow factor & leaving a good last impression

In our finale of the “Outstanding Customer Service on the Phone” series, we share how to add that “wow factor” to your calls. Leave a good first impression with these final tips.

Duration 02:00

Outstanding customer service on the phone: Bonus 1- Dealing with foreign accents

In today’s global economy, speaking with staff, suppliers, and clients who do not speak English as their first language and/or have a foreign accent is becoming more common. Effective telephone communication begins with respectful and clear communication.

Duration 01:41

Outstanding customer service on the phone: Bonus 2- Why a smile, please, and thank you go a long way

Even on the phone, smiling and being courteous can make all the difference in landing a client or making a sale. Make your company’s telephone customer service stand out by being thoughtful and polite.

Duration 01:53

Outstanding customer service on the phone: Bonus 3- Seven deadly phrases

By replacing these negative phrases from your telephone customer service vocabulary positivity, your customers will have a much more positive view of your business.

Duration 02:06

Outstanding customer service on the phone: Bonus 4- Dealing with Mr. Angry

It can be difficult to speak with someone over the phone who is dissatisfied and quite upset. By taking responsibility, using your active listening skills, and being empathetic, you can help your customer go from Mr. Angry to Mr. Heard and Satisfied.

Duration 01:34

Outstanding customer service on the phone: Bonus 5- Dealing with abusive language

A client who uses abusive language towards you is never acceptable. By being firm and using positive language, you can steer this customer interaction towards success.

Duration 01:46