The first interaction a customer has with your brand will stick, so it’s in your interests to do everything you can to make it a good one, and quickly – first impressions are made in the first 7 seconds of an interaction. Here’s how to ensure the customer or donor on the other end of the call remembers you for all the right reasons.
Answer Promptly
Don’t let a call ring out. Calls should be answered between the first and third ring. Struggling to meet that expectation? Automatic routing software such as ACD’s customer experience platform solutions can make sure that customers aren’t left hanging on the line or are sent to voicemail.
Introduce Yourself
Make it clear that the customer or donor is talking to an actual human being. A warm greeting that includes your name instantly humanizes you and helps build trust and rapport. Don’t forget to confirm your customer’s name, and to use it during your call (although not too much!)
Let Customers Know What to Expect
Need to look something up, transfer a call, or talk to a manager? Communicate this to the caller so that they know what to expect. This will help remove any confusion from the call. Similarly, if you need to walk a customer through a process, be clear and patient and explain what they’re doing and why. This helps manage expectations and cut down on frustration.
Understand Your Customer
Knowing the types of customers your organization serves and the common reasons they might be calling goes a long way in helping to deliver great customer service. If you understand your customer and their priorities, as well as having a deep understanding of your organization’s products or services, you’ll be able to serve the caller in a way that aligns with their needs.
Know Your Tools
If you need to take notes, pull up information, or make a call transfer, make sure you know what you’re doing. Customers dislike waiting while a customer service agent tries to figure out their tools. At ACD, we ensure our reps receive ongoing training on all systems.
Show You Care
Give your caller your undivided attention – avoid distractions or multi-tasking. You can also show your customer that their call matters by using verbal cues such as “I understand” and repeating your understanding of their question or concern. Active listening is a great way to build rapport and demonstrate empathy.
Resolve Mistakes
Not every call is going to be perfect. Agents are only human, after all! If a miscommunication occurs, a call drops, or something else goes wrong, it’s important to try to resolve the situation. Own the mistake, apologize sincerely, and then focus on trying to find a solution. Your caller will appreciate your taking responsibility and accepting accountability. After the call, follow up to confirm that your caller is happy – this shows your commitment to their experience.
Seek Feedback
Follow-up surveys and analytics are a great way to confirm that you’re delivering a great experience – and can also help you identify areas for improvement so that you continue to get better over time. The more you leverage this feedback, the more likely you’ll be to make a stellar first impression in the future!
Make a Great Impression with ACD.
At ACD, we strive to make a great first impression each and every time. Our end-to-end customer experience platform helps reps deliver informed, quality care – and our pool of trained, experienced US-based reps are pros at building trust and rapport. If you want to elevate your over-the-phone experience, contact us today!
