Your next customer is calling now. Your boss wants the sale and you have a ton of duties! You may need to capture documentation, enter it in the system and forward the call to the right people to make it happen. But your customer’s calling and he has needs too.
Customers facing emergencies like property damage from vandalism or natural disasters have urgent needs. They may be distraught, not listening well or overwhelmed. Even customers with a job already in progress may be in stressful negotiations with insurance providers or facing sticker shock at the cost of repairs.
You’re here to help – and when you stay focused on the customers, remember, they are darn lucky to have found you. Read on, after years of helping our customers win big we’ve updated our “Top 10”:
TOP 10 Superior Customer Service Tactics Guaranteed to Build Real Trust with Customers Facing Disaster
Follow these service basics when answering customer phone calls. Customers will love you and your boss will be thrilled:
1. Keep a checklist of your companies’ services handy.
If you weren’t provided a service list, ask for one. If your company website has services clearly displayed, use the website. Keep it open and available for reference.
2. Slow down a little.
Be you – the real you. You’re a human being talking to another human being—it’s just that simple. Be confident: you’re a lifeline in a crisis. Take the time each caller needs to feel important and certain they’ve called the right team.
3. Listen and empathize.
Your customer is likely in distress. Take a moment to acknowledge their worries and to share authentic reasons why you can help For example, “Don’t worry, we’ve been doing this for twenty years.”…or… “I can be there in 15 minutes, would you like me to come over now?” …Or: “I understand how serious this is for you. We can help.”
4. Care.
Yes, authentically care about the person calling. Imagine they’re your Mom or your Grandfather and in serious need of help. Customers smell phony or bored a mile away.
5. Answer questions directly.
Repeat a customers question back to them to capture attention and build trust. “Mam, you’d like to understand our process, is that right?” Then, answer the question succinctly.
6. If you’re unsure, answer any customer inquiry, “YES.”
Never lie. But if you’re unsure of the answer to a customer’s question, say this: “I’m almost sure we can do that for you. Let me check and get right back to you.”
7. Do what you say.
If, for example, you promise a same-day follow up, make sure you do as promised.
8. Sell.
Selling does not mean you have to be pushy. Be proud of your company and your service team; let it show. Encourage the customer to schedule a free estimate immediately. Don’t be afraid to share your enthusiasm and encourage the customer to allow you to act fast to get them the help they need right now. Let them know you take your job seriously and are here to help.
9. Brainstorm ways to improve with your teammates.
When you’re asked a question that you do not know how to answer, make a note of it. Brainstorm potential answers with your team later to improve future results.
10. Talk to the boss!
Don’t be afraid to share your experiences with your management team. Let them know what’s working great and bring them in to help brainstorm on how to improve with difficult customers. You’ll build trust with your team and help a lot of good people along the way.
