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According to consumers, customer service agents failed to answer their questions 50% of the time
(Harris Interactive)
60% of consumers have higher expectations for customer service now than they did just one year ago.
(2015 Global State of Multichannel Customer Service Report)
81% of Americans say businesses are meeting or exceeding their customer service expectations
– Accenture.
(American Express)
When consumers have friendly customer service interactions, they are 20% more likely to reach a resolution and 25% more likely to be satisfied.
-Clarabridge
Our tone of voice is the way speak; what we say and how we say it.
Focus on a consistent combination of being friendly, welcoming and supportive.
The more consistent we are as an organization, the more we will be recognized as an understanding, trusting and likable agency that has been built on respect for others.
People do not like being on hold. You never want to answer your phone with an immediate demand that the person wait on the line. Nothing is more insulting to consumers than the impression that you assume their call can wait before you have even spoken to them.
You never want to leave a customer on hold for more than 30 seconds without checking back. If possible, check back every 20 or 30 seconds.
Proper transferring and on-hold etiquette are essential to retaining consumers and keeping
Nothing is worse during a phone call than suddenly finding yourself talking to an empty line or being cut off mid-sentence, but many of us have had this happen. Someone transfers us to a different person without warning, knowing the other person is better suited to help us. But if we as counselors do not communicate this, the consumer may feel slighted or even think we have been cut off and simply hang up. Do not lose a consumer this way!
1. Inform the consumer. Let callers know you plan to transfer them, and give them the option to refuse. Your customer's time is valuable. If he or she believes being transferred and retelling the reason for the call is too time-consuming, the consumer may opt to leave a message or call back when less pressed for time. The consumer could be calling from work, or on a cell phone. Whatever the reason, a transfer should be made only with the caller's permission.
2. Give the caller the transfer information. Despite your best efforts, the call may be dropped during a transfer. It is extremely frustrating when a consumer has to call back but does not know whom to contact. This wastes the consumer's time. To avoid this, make sure you tell the consumer whom you are transferring them to, along with that person's direct extension. If the call is dropped, the caller can easily reach the correct person directly.
3. Always thank the consumer! Let your callers know you appreciate their patience and the opportunity to transfer them to the appropriate person.
4. Introduce the caller. Let the person know on the other end know who is being transferred. You should tell the person you have called who the consumer is and a brief summary of the situation. This will make both parties more comfortable and save time.
Being a financial counselor at times is not an easy task, creating a positive experience by making a connection with our consumers will create an overall excellent experience
Excellent customer service means treating people with:
It also means working towards eliminating any barriers:
In our daily interactions with consumers, we are likely to encounter an irate consumer. If a consumer loses control or resorts to foul language, do not hang up. Give the consumer a second chance by explaining to them that this type of language is not acceptable and not needed. If after giving this second chance the consumer insists on using foul language or profanity or any offensive language then you may terminate the call. Make sure that you document the account clearly as to why was the call terminated.
If termination of the call is necessary, then you must say: “Mr/Mrs……, I am terminating this call. I am sorry that I was unable to assist you during this time, goodbye”. The client will be able to hear the circumstances and understand. Never hang up abruptly. Never slam a phone down, even if you think the caller hangs up first.
Many times the only impression a consumer has of Medical Services and our representation of our client is the one we make when we they talk to us on the phone. We must have a positive mental attitude and use a positive approach whenever we talk to the consumer, how you think is everything: Always be positive. Think success, not failure. Use positive statements when collecting.
Three Promotions!
Classified
Advertising Clerk
1 - Outside
Sales Coordinator
2 - Operations
Assistant
3 - Inside
Sales Associate
"You have 30 seconds to make a connection with your consumer"
Tone of Voice is Key:
bwolters2018
– Forrester Research.
77% of people say that valuing their time is the most important thing a company can do to provide them with good service.
78% of consumer's bailed on a call, or chose not make a payment due to a poor service experience.
(Resource Nation)