The phone provides customer service challenges that are not present via any other service channel. For example, you can't easily show a customer a picture or diagram to help you communicate more clearly. Identify some of these obstacles and determine whether they affect you. Learn about the unique challenges of phone service in this video.
- Serving customers over the phone…presents some unique challenges.…I'd like to share a few of those challenges with you…to give you an idea of what to watch out for.…One of the biggest challenges is you and your customer…can't see each other's body language.…This makes it hard to decode a customer's emotions,…since we use our bodies to communicate how we're feeling.…This could be a smile, open or closed posture,…or even a look that says, I'm confused or I'm frustrated.…Understanding our customer's emotions…gives us clues about how they'd like to be served.…
Let's try an example.…I'm gonna play an audio clip of a customer conversation.…See if you can identify the customer's emotions.…- [Voiceover] Hi, can I help you?…- [Voiceover] Yes, I had a question,…is it 25% off of every--…- [Voiceover] Yes it is, you get 25% off the lowest price.…- [Voiceover] Okay, but what I wanted to know…is if you get 25% off--…- [Voiceover] Yes, you even get 25% off clearance items.…- [Voiceover] That's not what I'm asking.…When does the sale end?…
- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Expressing empathy
- De-escalating angry callers