How You Will Benefit
Customer service over the phone can be tricky as clients often have low expectations for service quality. Depending on your phone system, customers may have to deal with phone menus, dropped calls, unending waiting music or multiple representative transfers before they get to you. Therefore callers may be a bit testy, and it is your job to turn their experience around and meet their needs.
Call representatives are integral to earning revenue for a company. In fact, 94 % of most marketing budgets is spent on persuading a customer to call. For the call representative, the stakes are high when the client can hang up on a whim. Only 12 percent of consumers will stay on the line if they hear silence and 34 percent will hang up and not call back.
Furthermore, 7 in 10 Americans are willing to spend more with companies they believe provide excellent customer service. Seventy-eight percent of happy customers attribute their satisfaction to competent service reps.
Given these statistics, it is important to cultivate you customer service A-game. This course will teach you skills to build rapport, use proper etiquette, handle angry customers, say “no“ in a positive way, and recover from mistakes. After the course you will have more confidence to win over any kind of customer, leading to more success for your organization.
