Call Handling Steps And How To Make Them Successful
Introduction
A customer calls your help desk. Surely, they have a reason. Perhaps, they need help. Your business should know call handling steps and how to make them successful. After all, it can determine if you can close a sale or not. More so, good call handling can determine if a customer has a positive or negative brand experience.
Table of Contents
Importance of Proper Call Handling
Call Handling Steps and How to Make Them Successful
More Tips on Call Handling Steps
Call Handling Steps for Tough or Angry Customers
What Is Call Handling
Call handling is the process where you manage both incoming and outgoing calls in your business. It may involve greeting the customer, ascertaining the issue, and providing an effective resolution. Inbound calls are calls you receive from customers and stakeholders. On the other hand, outbound calls are calls you start.
Surely, each type of call has its advantages. With inbound calls, you have the chance of generating a lead or converting one. In the same vein, with outbound calls, you not only start the call but also know what to say beforehand. In other words, you may have some time to prepare.
Above all, you aim to build a good reputation and gain the customer’s trust.
Importance of Proper Call Handling
Rather than wonder if you and your staff need call handling skills, prepare to implement proper training on it. After all, a large percentage of customers see the option of calling businesses as the most reliable service method.
That is to say, call handling provides a great means of giving your customers a great service experience.
Ultimately, you not only boost your brand reputation, but you can also gain word-of-mouth referrals and other forms of referrals from customers. Above all, you end up boosting your bottom line.
Call Handling Steps and How to Make Them Successful
1. Be quick to pick up
Do you know that feeling like the other party was waiting for your call? That is what you should aim for. You can do that by picking up calls quickly. Your customer will trust your brand better for it. You can begin by making it a practice to answer each call within 3 rings. After a while, you no longer notice yourself doing it.
2. Be welcoming and direct
Try to establish the framework for the conversation. Do this by welcoming the customer warmly. You may even use their name. Then, ask questions about the reason for the call. Your speech should be clear and well-spoken. This way, your customer can easily recall the conversation. More so, the reception becomes positive.
For example, you could begin as follows:
“Thank you for contacting ………………….. customer care. My name is …… can I get your name please?”
Thereafter, you confirm the customer’s identity and then:
“And how can I be of assistance today?”
3. Be personalized in your approach
Certainly, it wouldn’t do to sound impersonal. For example, with inbound calls, the customer may already have some familiarity with your product. You should be able to quickly access information such as the customer’s name and purchase history.
Similarly, with outbound calls, you have more time to prepare. You should be able to find good starting points to make the conversation more productive.
4. Wrap up with a clear summary
Fine, you had a good conversation and both sides are pleased. Now, you want to wrap up. Probably, you would have already jotted down the important parts of the call. Better still, you may have used a CRM system to note the important touchpoints.
Good examples of CRM systems include Channels. You could also make use of integrations with platforms such as Hubspot, Shopify, Zapier, Magento, Zendesk, and Pipedrive.
Thereafter, you simply call the record up and summarize the main points for your customer. Clearly, this improves the quality of your customer service.
5. Add some style to the ending
Meanwhile, to end the call, ask if there is anything more you can do. This way, you ensure there is nothing left to address. If the customer gives a ‘yes’ response, go over the call handling process again. But, if it is a ‘no’, do thank the customer. Tell him you are open to future calls and say your goodbyes.
6. Begin and end the call with enthusiasm
Finally, remember to maintain enthusiasm throughout the call. Smile. It may be a call but a customer can feel your smile and enthusiasm off the call.
More Tips on Call Handling Steps
Be professional
Some industries have a uniform way of speaking. Depending on the background of your caller, you have to use the language they will understand.
Inform callers before you transfer or hold calls
It would not be okay to leave callers hanging on a call. Let them know what to expect. Thus, if you are about to put someone on hold or transfer a call, you should let them know.
Keep good notes when taking messages
You may note down pertinent information such as the name of the caller, the reason for the call, return phone number, and even what business the caller is from.
Make use of support knowledge
Surely, it can be useful to have knowledge sources such as support articles handy. This way, you can quickly refer to them for answers to certain frequently asked questions you are not sure of. As such, you do not have to remember all the answers and can feel more in control.
Call Handling Steps for Tough or angry Customers
Sometimes, you may have to deal with angry customers or tough customers. Here are some steps to handle such calls.
1. Listen
First, you should practice active listening. Listening not only shows concern but also gives you insight into the issue. This can be your first step towards finding a solution.
Moreover, Active listening involves not interrupting the caller.
2. Empathize with the caller
Second, the caller may be upset for a good reason. You should try to understand the caller’s viewpoint. More so, make a deliberate effort to express your empathy. This goes a long way to calm a caller down.
3. Acknowledge mistakes and apologize where necessary
Third, a thorough apology can express your care and understanding to the customer. You may even offer a short explanation. Then, move forward.
4. Be patient and avoid emotional reactions
Above all, you should not react emotionally. This is a cardinal rule of customer phone support. Sometimes, callers can really test your patience. Maintain your objectivity.
5. Be pleasant
In addition, practice a pleasant tone of voice. Your voice should always be calm no matter what the caller says. Of course, the more you practice this, the more proficient you will get.
6. Get to the source of the problem
Surely, if you can identify the root of the problem, you are closer to possibly solve it. This can be the key to ending the call on good terms. So, gear your active listening and information gathering process towards finding the root of the problem.
7. Give different solution options
Furthermore, you should try to give a definite solution if you can. Sometimes, it helps to offer a variety of solutions because the caller can then decide how to proceed.
8. Always be honest and avoid making false promises
Moreover, you may be tempted to tell the caller what they want to hear even if it does not solve the problem. This can be counterproductive. After all, you would not want the customer to take their business elsewhere. Meanwhile, it may be better to let them know what you can do and perhaps refer them to where they can get the solution.
9. Do not use negative language
In the same vein, negative language can stoke the fires of acrimony. On the other hand, positive language can help tame a heated situation. You must be skillful in your language and communication. What’s more? Your language should not imply the customer is wrong or make them feel isolated.
10. When nothing works, hang up
Also, if the caller is simply too distraught or will not listen to reason, you should probably just hang up. This applies if a caller continues yelling or is downright mean.
11. Share your lessons from the call
Sometimes, angry customers can be the springboard from which operational changes occur. That is why it is important to listen to the root cause of an angry customer’s complaints. Besides, sharing what you learn can help improve the overall customer experience for your brand.
You can begin by providing an easy way for sharing feedback from angry customers with product managers and other stakeholders. Remember, the end goal is to make your customers happy.
Conclusion
Every call provides an opportunity to make a first great impression. Therefore, you should make every interaction count. This begins by knowing call handling steps and how to make them successful. Ultimately, you can use these tips to train your staff on how they can handle phone calls professionally.
