Customer service is a kind of job that need us to be more human and less mechanic. Apart from that we also need to provide a great customer satisfaction . But all the time we wont have the chance to help the customer and get the customer satisfaction especially if there need to be an escalation to a different team. But ensuring we are able to help the customer , we can use some powerful statements to identify what the customer needs, how he feels and how you can help. lets quickly look at the power statements .
1.How may I address you today?
the first question we need to ask the customer in-order to call them with there name , we need to call them with there name because calling with customers name will personalize the call. However at times , people mispronounce the name of the customer or call the first name as last name which might make the customer uncomfortable . So always ask the customer how he would like to be called
2.How are you doing today?
Yes , this question is important and it will make us know how is the mood of the customer . Is he in a good mood or a bad mood . By asking this you might get two response, one where the answer will be one liner which implies that the customer is dull, not in a happy mood to talk. secondly you get a prolonged answer it means the customer is happy and you can start building Rapport .
3.How may i help you?
This is the common statement which all the customer service agents use . yes at the end of the day we are here to help customers and knowing how we can help the customer will give us a great idea with how to help them.
4.Is there anything else I may help you today?
this is called the "Further help statement". where we do check what all the customer need to get . this is usually put after we help the customer with the current query and then asking him extended service so that he may not need to call us back today again.
5.Do you foresee any future needs in calling us back?
This is called "First Response statement". this will help you in understanding when and why the customer will call back or this statement is really helpful to reduce the high end call volume and also enables that there is a good first call resolution when comes to the customer service matrix
6.Is there anything better i could do on today's call?
this is a instant Customer satisfaction question. here the agents will know the instant feed back and also end up in getting great compliment and also add value to the conversation . feedback are always essential for better up our quality .
So these are the statements , to ensure we help our customers better.
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