Those who answer the phones for your business set the tone for your customer's overall experience with your company. Start that experience right by practicing the best ways to communicate.
First, customer service representatives (CSRs) need to collect the customer's email address. This is to send the customer introduction emails that confirm appointment times and introduce the service professionals who will work on the service call.
How to ask for a customer’s email address:
“For your safety, we are sending you a “Meet the Team” email, which has pictures of the professionals who are coming to your home. Which email can I send it to?"
Note the question was not "Can I get your email?" but "Which email can I send it to?"
At the end of the call, let the customer know their satisfaction is the #1 priority. In fact, your company will be asking for their feedback! Let them know ahead of time that their feedback and satisfaction is important.
CSRs end each call with:
“My goal today was to provide you with remarkable customer service. Was I able to do that for you today?”
If the customer says “yes,” follow up with:
“Great! Once we complete your service call, we’ll send you a link where you can provide feedback on how we did. Again, my name is ____, and I would love it if you took a moment to comment on my service. Is there anything else I can do for you?”
If the customer says “no,” follow up with:
“Okay, great. If you think of anything else, feel free to call back. Thank you for choosing [company name], and have a great day!”
By taking this approach, your language will be customer-centric, setting the tone that superior customer service is your priority. This kicks off a positive experience with your company and increases your chances for a 5-star review.
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