| Respond Quickly |
Begin each customer interaction with an immediate indication that you are ready to help. Use your greeting as soon as you are connected to the customer. |
| Tone of Voice
|
The only way a customer knows how you feel is by the way you sound. Even if you are feeling stressed and angry, you can use your tone of voice to show the customer that you are concerned about their needs and eager to help. Be upbeat. |
| Speak Clearly and Concisely |
The best way to represent your knowledge and professionalism is to be articulate. Don't assume that English is the customer's first, or best, language. Use words that you are comfortable with, and never use jargon. |
| Ask Questions |
You may need to use probing questions to get all of the details you need to satisfy the customer's needs. |
| Provide Progress Reports |
There's nothing worse than silence during a phone conversation. Since the customer can't see you, always let them know that you are continuing to address their concerns. |
| Summarize the Resolution |
End all calls by making sure that the customer understands what we are doing to resolve their problem. Summarize what we and the customer will do next and the time frames involved. Make sure the customer is in agreement. |
| End on a Positive Note |
Remember, people are much more likely to tell others about negative experiences. Always assure the customer that you will satisfy their needs, thank them for using WinStar, and ask if there is anything else you can help them with. |
Active Listening