Good businesses come with exceptional customer care services. No customer is going to come back to a business that has rude customer care officials who do not help much in resolving their issues. A reliable business will train its customer care professionals so they can contribute positively to its growth. Here are some pointers you could use while training your customer care officials:
1. Make sure your representatives thoroughly understand the product / service you offer. You do not want them to stutter when the customer pops a question, do you? Train them with appropriate responses to commonly asked questions, if you have to.
2. Do not play blind to the questions and complaints your customer care is dealing with. Ask your customer care to keep track of complaints that are frequently being reported. This may shed some light on what is eating up all those sales leads.
3. Train your customer care officials to maintain a friendly, polite tone with your customers. There may be times when they have to deal with rude or angry customers, but this should not deter them from maintaining a calm composition. They should also speak clearly, and patiently listened to what the customer has to say. Interrupting the customer or zoning out during long calls are a big no-no.
4. When it comes to decisions regarding returns or refunds, train them so they can make their own decisions, based on the operating margin you provide. This way they will not always have to transfer the call, every time the issue comes up.
5. There's nothing like good as rewarding a job well done. If an employee worked extra hard, or helped in resolving a complex issue for a customer, give them a pat on their back, and little more. You could offer incentives or bonuses to employees who fare exceptionally well, setting the pace for the rest as well.
And finally some more in-depth knowledge:
Learn Your Business – Be An Expert
If you are selling cars then learn the features and specifications of the models you have (and those of your competitors), if you work in a hotel learn about the business, how many rooms there are, the history of the building, when breakfast is served. If you work in a bank then learn the advantages and disadvantages of the various products you sell and which product suits which type of customer the best. Make sure that you know more about your business than the customer does, be able to answer questions about your business or organization even if they are not related to your normal field of work.
If you do not know the answer to a question then say so, NEVER lie or make up an answer; if possible find someone who does know the answer. Do not be afraid to ask the customer / client questions that will give you a better understanding of their needs.