Many times during their interactions with customers on the phone, staff members may be tempted to be casual or possibly unprofessional with callers. There’s a fine line between bonding with your customers and being unprofessional, and your staff needs to be aware of the difference. Think about it this way: while customers may become ‘friends’ of your business, they are not personal friends. Here’s the difference:
Each member of your team must understand that a professional relationship exists between your customers and your business, and your callers expect to be treated professionally at all times, whether they say so or not. Therefore, your staff must always resist the urge to take the relationship with customers to a casual level as the results can be costly.
The phones are an easy place to lose sight of this rule because most of your staff members are used to being casual with their friends on their own phones. Therefore, they may have trouble ‘turning off’ the casual nature of phone calls once they get to the office. As a result, it’s extremely important that you stay on top of this potential problem and monitor it at all times. If it happens, fix it quickly so that an occasional incident doesn’t become normal behavior.
Delivering excellent customer service is never easy, but it can be done. Take note of your conversations with companies you deem to deliver excellent customer service and notice how they keep the conversations professional at all times. That’s because their agents have been trained, tested, and re-trained some more until they are unbreakable. Do the same with your team and you will be amazed at the results they can deliver for your business!