As a contact center professional, you want to make a good impression on all customers whether they call you or you call them. Try these four steps for success. They come from customer service expert and author Lisa Ford. Taking these steps can also improve first-call resolution.
- Greet warmly. When you pick up the phone, be pleasant, professional and positive, Ford advises.
- Gather efficiently. Get as much information as possible by taking notes, asking questions and restating what customers said so you’re prepared to take the next step.
- Respond appropriately. Resolve the issue, answer the question or find the right person to do what you can’t as quickly as possible.
- Renew the relationship. Create a lasting, positive impression by asking if customers need anything else, using their names and offering personal help in the future.
