Bertram Internet was built on strong customer relations and support. The customer experience is our number one focus when they call in for a support, sales, or billing issue. When we provide high-quality and consistent service the customer knows they can always count on us and our business will grow. We make our customer confident in our service by providing a strong network and great customer support.
The rest of this article is dedicated to improve call consistency and quality. Please read the following carefully or talk to a superior if you have any further questions.
Consistency is key
We receive three types of calls here: Support, Sales, and Billing. When a customer is calling in “How may I help you?” is assumed, so don’t waste time saying those five words. Thank you for calling Bertram Internet. This is Gary” is sufficient. We want to remain consistent from call to call so we know the customer is receiving the same quality and consistency during each interaction.
Never interrupt
Never interrupt a complaining customer. While it’s hard to not interrupt a customer, let them get their frustration out of their system. They want to feel like they are being listened to and that their problem is important regardless of how simple it may be. Listen to their whole story and make them feel like they are being taken care of.
Hold is your friend
Know how to use our phone system. The hold button is your friend. Never try to muffle your mouthpiece. The phone has a mute and hold function. If you are doing trouble shooting and keeping constant dialog with the customer then don’t worry about hold or mute. But never sit in dead silence with a customer during a trouble shooting session. Ask them if you can put them on mute and thank them. If you need to talk with a superior briefly then use the mute button. We don’t want customers hearing things they don’t need to hear. Always be polite.
Keep customers informed
Always keep the customer informed in what you are doing for them. If you are trouble shooting their issue, just simply say that. You don’t have to go into details, just let them know you are looking into the issue. If you can’t fix their issue and need to schedule a technician visit; simply state why and predict a longer time frame than needed. Why? Because when you fix the problem in less time than you stated, they know you went to bat for them. You’ll have a loyal customer at that point. Take longer than you said and they’re going to be pissed.
Smile when you talk to customers
Have you ever heard someone can hear you smile? Believe it or not you can. Customers can’t see your body language so it’s important that we have a warm comforting tone over the phone. Practice talking with and without a smile, you will notice the difference. Make the customer feel important and that they matter.
Handling angry customers
Never talk negatively to a customer. Don’t asked them to calm down. It can be frustrating handling a upset customer. They are upset and you need to be sympathetic of their situation, even if they are being unreasonable. If the customer starts our mad or becomes mad in your conversation, use a slightly louder voice and be stern. Sympathize with them (how awful, you’re right, how terrible, and so on..) One you deescalate the situation you can return to the problem at hand. Make sure the customer knows you are going to solve their issue and if you can’t you will find someone that will.