Many customer service reps struggle with communicating information over the phone. In this video, learn about how to use visual communication techniques to effectively communicated complex topics.
- One of the biggest disadvantages of serving customers … over the phone as you can't show them anything … to help you communicate. … Let's say you have a billing question … and I need your account number to access your account. … If we're face-to-face, you can just hand me your bill, … so I can enter your account number directly … into my computer system. … It's a little trickier when you … and your customer can't see each other. … - You can find your account number on your bill. … It's on your bill. … I don't know, just look for a bunch of numbers … where it says account number. … - You can imagine how the customer might quickly get annoyed … with searching for their account number. … I know I've been in that situation and chances are, … you have too. … The key to overcoming this barrier … is to use visual techniques to communicate over the phone. … Here's how that customer service rep … could make things easier for her customer … by using a visual reference to help the customer … find their account number. …
- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Expressing empathy
- De-escalating angry callers