10 Tips for handling inbound calls for Customer Service

1. Introduce yourself and the business you are representing

This establishes your credibility and informs the speaker of your identity. Ask the customers politely how you can assist them.

2. Listen and Comprehend?

This is the most important part of providing customer service. It’s about understanding the customer’s concern. They must have a problem you need to resolve and a situation you need to address. The key is to listen. Allow them to express their thoughts.

3. Identify the Customer’s Issue

Now after you listen to your customers and ask them the necessary question to help you figure out the solutions. You need to identify the customer’s issue. Make you are both on the same page by telling your customers how you understand their concerns.?

4. Monitor your resolution time

As a customer service, you don’t have the whole day to talk to one customer. There are still hundreds of calls waiting in the queue. Hence you need to come up with the right resolution for a short period. Customer Service's best skill is the ability to resolve problems quickly. From the customer’s perspective wait time is frustrating. Make it as short as possible.?

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5. Inform what you are Going to do

Once you’ve figured out what the customer’s issue is, tell them when and what they are going to do. Involve your customers in resolving the issue. Ask for their permission before you do any action.? You don’t want to add up to their headaches.

6. Be Professional and Calm

It’s really important to be professional and calm to your customer whenever you are talking to them. You might encounter a lot of frustrated customers that you can normally take in days of work. However, you need to separate your personal and professional life. When a customer is screaming and saying something bad towards. You. Take note that it’s not you that they are attacking. It’s the company and service. Talk calmly and stay professional?

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7. Follow ‘On Hold’ Rules

Before putting consumers on hold, it is courteous to ask their permission. “Would it be okay if I put you on hold for a few seconds?” But make sure it’s not going to take longer time than you promise. You know the feeling of waiting right?

?8. End the Call on a Positive Note

Don’t hang up right after you resolve their issue. Ask your customers “Do you have any additional questions?”? when the customer said none. Leave them a positive note, like have a great day ahead. The customer service role is to give the customer an amazing experience and a sense of satisfaction.?

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9. Get Feedback

When a customer’s problem has been resolved, call center agents can follow up with them to collect feedback. Ask your customer what they can say about your customer service or leave them an email where they can send their feedback. This is a good strategy to improve your everyday performance in providing customer service.

10. Inhale and exhale to get ready for the next call

As a customer service, you tend to stress out from every call, but we don't want to affect our next call with our last call. Always remember that they are all different people with different concerns. To avoid the feeling of burnout, give yourself some seconds to encourage and leave a positive message to yourself. Be kind to yourself. You got this! Our next call is going to be better.

Now that you know our tips for handling inbound calls. It’s time to start looking for a solution that’s right for you. Everest BPO is an established Business Process Outsourcing (BPO) based in the Philippines providing Contact center services. We help you recruit talented professionals who can bring your business to greater heights. It only takes 1 click to know more about us.?

Book a call with me to help you build an outstanding team that you can rely on. Book A Meeting with Juvyline Velasco of Everest BPO