Learn how to properly follow up with customers using customer service best practices.
- There may be times when an issue arrives in our queue that we don't support or have the ability to resolve. We simply just don't handle the issue. Or perhaps you need to transfer the contact to a coworker to take over. This is where the transfer process would be utilized. So once we've determined that the contact needs to be transferred, we'll need to get the customer to the right person or group or to other support options, which could include an external vendor, a website, or even documentation.
The transfer process includes a few steps to ensure customer satisfaction. First we want to make sure there is documentation for the contact. Even if we aren't handling the resolution, we may need to transfer the documentation to another team and we want to make sure that there's a record. This also helps us as we continue through to our second step, ensuring that we route the customer to the proper support solution. We may find out that the issue wasn't exactly the same issue first described by the customer and it may require to a different support option.
Taking the time here to make sure that we understand the issue will pay dividends in customer satisfaction because few things are as frustrating to a customer as being transferred multiple times throughout a support organization. So what are the next steps, do they need to go to another queue? To an individual or group? Use your resources to determine the best fit. Once that's determined, we'll need to see if we even can transfer them. Can we transfer them directly or will it simply involve giving the customer information to move forward on their own? If it's possible to directly route them through the telephony or service management system, even better.
If possible, you'll want to get the customer the contact information for the support option to which they're being transferred. Should they need to contact the support option again, they'll have all that information ready. If you're transferring via electronic methods, ensure that the customer has that information, as well. The key to a satisfactory transfer is to inform the customer why they are being transferred in simple, positive language. We want to avoid saying we don't or can't or won't.
The better option is to say, "This issue is handled "or supported by another group." And, "Let me get you that information." Let's look at a couple examples. - Hi Ben, this issue is handled by our vendor directly, I can give you their information. It's 202-555-0100 and that will put you in touch with their group who can assist. Hi Ben, what we can do is get you over to our benefits team who can assist with this question. I can transfer you now.
Just so you have it, their extension is 312. If you have any further questions, you can reach them directly. I'm going to transfer you now, have a great day. - In this example we just used positive verses negative language. This positive language is action oriented and it drives the contact forward. Lastly, perform the transfer using the proper steps based on contact channel. Document the contact and then move forward to your next contact. By using these procedures we can positively transfer customers to their desired location quickly and accurately.
First, Fancy provides guidance on how to use the right types of questions to gather information about an issue. Then, she explains how to professionally handle common customer service tasks, like escalating and transferring calls. Then, she shows how to hone interactions with customers by refining communications—acknowledging how tone and word choice can diffuse tension. She wraps up by covering common customer behavior scenarios in which the tools, techniques, and strategies from the course can be applied.
- Greeting and validating contacts
- Asking investigative and diagnostic questions
- Confirming and validating responses
- Reaching resolution and closure
- Using mute or hold on a call
- Escalating or transferring a call
- Building rapport over the phone, in writing, and face-to-face
- Refining word choice, style, and tone
- Managing conflict effectively
- Recovering unsatisfied customers
- Redirecting customers
- Identifying customer behavior