Then assess how to handle the request and what resources, if any, are needed to comply with the request. Handling requests and complaints in a timely manner is vital for good customer satisfaction.īegin by understanding what the request is, what is needed and by when. Requests and complaints can come from multiple internal and external sources such as colleagues, supervisors, vendors, suppliers, customers, shareholders etc. Addressing requests and complaints swiftly If you tell someone that you will call them back, make it a point to do so.ģ. If you have kept someone on hold while you verify something or do quick research, reassure them from time to time that you are still on the line and working on their request. Make a mental note of the key points during a phone call or you can write them down. When responding to calls from colleagues, bosses or customers, speak in a clear and upbeat voice, and be ready to offer help and resources e.g. It is also helpful to know the roles of different people in the company and keep an internal phone book nearby. Master the operations of the phone system and use its various functions seamlessly. Manage this process well by letting the caller know you are transferring them to a specific person and explain why you are transferring them for example that person is a specialist who can assist them further.
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