Handling Customer Queries

Handling customer queries is crucial since customers are the lifeblood of your business.

However, once you have their money and provide them with the product or services, do not expect them to go away.

They will return with inquiries, questions, problems, and, hopefully, other opportunities to develop revenue. It is therefore essential that you have systems in place when handling customer queries and to be able to efficiently direct them to a resolution as soon as possible.

In many cases, such queries can become a cost to your business so handling them with the minimum of call backs and involvement with other staff is essential to ensure costs are contained. Bear in mind however that these queries can often be opportunities to provide additional services or even gather research as to new products and services that your customers would like you to provide, so make sure you have call routing procedures in place.

Make these systems easy for the client to access. If necessary use LoCall or Freefone numbers for client convenience. Also, beware of those automated systems that require multiple entries before connecting to a real person.

Try calling your own company a few times at different times during the day and see what happens. Better still see how long it takes to get to speak to someone in sales. It can be illuminating.

Additionally, ensure that the people handling query calls possess strong product knowledge and customer service skills. If someone mishandles a call with an upset or concerned client, the situation can escalate quickly. This may lead to more people becoming involved in the issue. If your customer service team is behind bulletproof glass – what does that say about your service?

You should also make sure you have systems and procedures in place that will provide insight as to why people are calling you. Are they reaching out due to issues with your products or aftercare service? Or do they need more information? Perhaps failures in other systems are triggering their contact.

Whatever the reason, valuable information can be acquired that can assist in other areas of the business.

Remember, oil the squeaky wheel early to avoid potential major repair bills in the future!