Tips for Making Sure Phoning Customer Service is a Win and Not a Fail

 

If you have ever tried calling a customer service line before for help with an issue, you have probably experienced some of the frustration that comes along with this. Phoning customer service to solve a problem can sometimes be one of the best exasperating customer servicethings in the world.

First of all, it will take you a long time to simply find the correct number that you should call, as these numbers are not always prominently displayed in the most logical way. Then, when you finally contact the company you will be passed around to a number of different customer service assistants, many of which will have no idea how to fix your problem or what to do. You will repeat yourself five times, explaining the issue to every person whom you get passed to down the line. By the time you have spent nearly an hour on the phone (and a lot of money in premium phone line charges) you will have wasted a lot of time and you may or may not have received a satisfactory answer.

So is there any way that you can improve your customer service experience and receive better care when you are phoning up the company? Here are some tips that you can keep in mind, which will help to make sure that you get better customer service when you are phoning up a company:

Find a Direct Customer Service Number

Sometimes it can be difficult to find the right number for the customer service department, as the company hasn’t made this information easy to access. This means that you will waste a lot of time looking around and calling the wrong number, costing more of your precious time.

There are some services that offer a direct phone number to the customer service line, so you will not have to look around or struggle to find the right number. For example, if you are calling Sky you can find a direct phone number for sky, which will connect you to Sky Customer Services where you will be able to find help with your enquiry. It only costs £0.05 per minute from a BT Landline.

Get Through to An Actual Person

Your problems probably won’t be solved by a robot and if you wanted to talk to a computer, you would have just googled your issue. Getting through to an automated system won’t really help you at all, so your priority should be to get through to an actual human being.

Next time you have reached an automated menu such as “Press one for opening times, Press two for… etc.”, try waiting until the end of the list of options. They will usually have an option for “any other questions” which will direct you through to a customer service representative.

Another trick is to press “0” or pressing a series of numbers that the system doesn’t recognize, which will usually get you put through automatically to a customer service representative.

Research Your Problem in Advance

Before you speak to a customer service representative about your issue, take the time to look it up online and learn a little more about the problem. You probably aren’t the only person in history who has had this problem, so it helps to look online and find out more about the issue and what solutions are possible. If someone else has had the problem, they might have some advice on how customer service can best solve the issue when you phone them.

Gather Your Important Documents in Advance

When you are on the phone number with customer service and they ask for your account number, password or credit card number, you don’t want to be running around trying to find these while speaking to them. Gather everything in advance, so that you will have it ready when they ask for it. This way, you will be able to get through the phone call as quickly and concisely as possible.

Ask For the Supervisor

If you are not getting the results that you want, don’t be afraid to escalate and ask to speak to the representative’s supervisor. Often, the supervisor will be more helpful because they will have more authorization to do things that the first level of representatives don’t have. Make sure that you are polite and not rude, if you ask nicely you won’t turn the conversation sour.

Record the Call for Your Records

Sometimes customer service representatives will follow up on their word and do what you have asked them to, but other times the problem will not be resolved and you will have to follow up again. Even if the company says that they record their calls, it never hurts to have a copy of the phone call on your end as well, so that you can have the evidence on your side. Of course, you should make sure that you are recording phone calls legally and check with the regulations in your country for recording phone calls – as you might need to get the consent of the customer service representative on the end of the line.

These are just a few tips for getting better service when you are phoning a company. Of course, the one thing to remember is to be nice. You will catch more flies with honey than vinegar, so be friendly and polite and you are more likely to get better service.

 

Marcus Walker is a freelance writer and blogger. He writes about business tips, customer service, life hacks and communication. He lives with his girlfriend and their two dogs.

Creating An Effective Social Media And Marketing Strategies

 

Today, many business owners are obsessed with social media marketing. It’s the number one daily activity all over Effective social mediathe world and the potential for marketers to grow their businesses is endless with these networks. It’s now inexcusable for any company that wants to grow big to not be in some sort of social media marketing. Before getting into paid ads, it’s important to construct your social channels with top notch content, customer service of high quality and eye-catching images. When you optimize your channels, you’ll not only receive loyal brand promoters but also capture leads and convert visitors into customers.

Create A Game Plan And Stick To It

If a business does not have an execution strategy, its content can get lost on the internet. The first thing is to set a limit of the number of posts to be published per day on a given social channel. This number can be varied according to the needs but having a certain target to hit is very beneficial. For example, 4 posts per day can give you a benchmark and a goal to achieve. Check out how often your competitors are posting per day and establish the amount of content to be posting. The idea is to be active and not overly active.

Compile your contents in an easy-to-read format and set a calendar. Plan ahead and continue making adjustments when necessary. As you are working and creating your  strategy about marketing on social media, be confident that the idea you are presenting is going to make a positive change to your business. Schedule your publications and monitor your campaign by analyzing performance and managing the social feeds. Check the social media management platforms to help you with scheduling and planning ahead.

 

Managing Each Channel As An Independent Entity

While there can be content that is spread across all the channels, it’s important to treat each social channel as separate and individual entity. Always adjust your content depending on your target audience. Some channels have audience that are more business focused searching for educational and in-depth content while others are informal and more engaging. Publish content that appeals to your targeted audience. Dissect your business and identify ways to optimize your social media channels at each step of your potential customer’s journey.

 

Establish An Effective Customer Service

When a visitor responds on your handle or posts on your pages and does not get any response, trust is actually lost. Chances are that the dissatisfied visitor will be taken by your competitors. A timely response that is well thought can be satisfying to a visitor who may turn into a customer of your products or service. Negative comments should be responded to as well. Offer such feedback in respect and patience. Engage your visitors by using giveaways or make them promote your products for free. A good sense of humor can go a long way to maintain a visitor. Embrace mishaps because it’s human to err. Apologize and show visitors how the error is being addressed if you have made a mistake in one of your social media blog posts.

 

Marcus Ho is a highly sought-after Social Media Strategist who specializes in revenue-driven campaigns on social media for businesses. Well known for his cutting-edge, fresh insights and proven strategies, Marcus has successfully helped over 200 corporations and SMEs to rake in hundreds of thousands within very short periods of time.

Some of his clients include:

Qatar Airways, 3M, PernodRicard, DassaultSystèmes, FreshKon, Home-Fix, Scanteak and Singapore Management University. Most recently, his campaigns have also won internationally acclaimed awards such as Smitty’sTravel+Leisure.

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5 Ways To Improve Customer Services

 

The call center is one of the most important elements in a business and is the first connection between the customer and the customerWays to Improve Customer Services service team. However, the idea of having all the customer service agents in one office or location is now rapidly changing.

Technology is allowing companies to access customer service agents at any location around the world that can help with a query that a customer may have. New technology is helping to improve the levels of quality in customer service. In this article we will have a look at ways to improve customer service within the work place, as well as with the help of this new software.

The customer should always come first

The customer should always be the most important element in a business and this is especially true when they need to access help from a customer service agent in a call center or via the web. The customer needs to feel that they have complete trust in the person that they are talking to. The customer service agent should also have a good sense of knowledge on the topic of discussion, or should direct the query to someone who does.

The right staff should be employed

Another important element in a a business is the customer service agents who are on standby to help the customer. With new customer service technology, helpful agents can be located around the world and can manage queries by using cutting edge software that is available on electronic devices such as laptops, tablets and mobile devices. By having access to agents throughout the world, the business can pick from a much wider source, choosing individuals who will excel at the tasks and queries that they are given.

Monitor the activity in the Call center

Monitoring the activity in a customer service center is one of the most important things to do. This helps as it shows trends and developments in the business through the feedback that can be given by the customer. Monitoring the customer queries will allow one to measure the progress of the business and its overall success in meeting the needs of the individual.

Set targets for the company

Targets in a business can be a good way of reaching goals and encouraging the staff to achieve their best. Prizes can also be introduced to those who hit the targets, and this can often be a good incentive to work harder. These targets can also be set using customer service software and prizes could be awarded in the form of a currency bonus via the electronic device that is being used.

Create a business which has a trustworthy customer service department

Creating a service that is friendly and trustworthy is always important and can be achieved through the techniques that the company use in their customer service techniques. The company should always treat the staff with respect, either in person or through the customer service software that is being used to outsource the customer service agents. A strong bond should be kept between all the staff within a company.

Sonia Rabone works for Magnetic North, the UK’s leading contact centre software solutions companies. Sonia has a keen interest in business and customer services.

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