Business growth
Does Your Answering Service Include Outbound Calls?
At Easybee, we believe that helping with outbound calls is just as important as helping you with your inbound calls.
What Your Callers Deserve
Moises Hasbun
Feb 2, 2022
Taking care of your callers is one of the most important aspects of a “good” customer support department. You need to be able to understand their questions, pay attention to their words, and give them valuable support that actually helps them out.
But how, exactly, do you know what to give your customers? Well, the answer may vary a bit based on the niche of your business. However, there are some key points that you need to nail if you want your callers to build a good image of you.
In this article, we dive deeper into what your callers deserve; how you should take care of them when they come to you for help.
Let’s dive in.
Your 100% attention
First and foremost, you need to make sure you’re doing everything you can for your callers. And you can’t do everything you can until you’re paying close attention to what they’re saying. That’s why the first thing your callers deserve from you is your undivided attention.
If you’re an admin, make sure there are no distractions in your CS department. Ensure your agents are getting distracted by nothing during their service hours.
If you’re a CS agent, make sure you’re not trying to multitask and divide your attention into multiple things at once. When a caller calls, leave everything you’re doing and be attentive to their words.
Your genuine empathy
Depending on the purpose of the call, the caller may or may not need your empathy to deal with the issue. If the caller is going through an issue and requires your help to get out of a tricky situation, that’s when they will need your full empathy.
When the caller is telling you what they’re going through, you need to communicate softly and politely. Tell them how sorry you are that they are facing the issue and you’re going to do everything in your power to help them out.
Your personalized support
People may call you with a wildly unique set of problems. Every caller would be unique to some extent when it comes to the support they need. And if you’re not fully immersed in their problem and aren’t sure what they need, they won’t be happy about your service.
To provide them with the best experience, you need to make sure your support is personalized to the type and magnitude of the problem they’re facing. A caller will be truly satisfied with your support only if your service is tailored to them.
Your utmost care
Last but not least, your customers deserve true affection and care from your end. Remember, the sole duty of any customer support agent is to care for the callers and help them out in the best way possible. If you don’t genuinely care for the optimal experience of your callers, then you’re not doing your job right.
If you’re from the administration, make sure all of your CS agents are well aware of the phenomenon of customer care. They should have a clear understanding of what it means to take care of your customers and do everything in their power to help them out.
A final word
If the attention to detail that you have to maintain during your CS sessions is too overwhelming for you, you might want to outsource your customer support services.
We, here at Easybee, take care of your customer calls like none other. Besides providing them with the best-in-class technical service, our agents make sure to treat them with care, love, and empathy.