From the course: Phone-Based Customer Service
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Use advanced communication techniques
From the course: Phone-Based Customer Service
Use advanced communication techniques
- One of the biggest disadvantages of serving customers over the phone as you can't show them anything to help you communicate. Let's say you have a billing question and I need your account number to access your account. If we're face-to-face, you can just hand me your bill, so I can enter your account number directly into my computer system. It's a little trickier when you and your customer can't see each other. - You can find your account number on your bill. It's on your bill. I don't know, just look for a bunch of numbers where it says account number. - You can imagine how the customer might quickly get annoyed with searching for their account number. I know I've been in that situation and chances are, you have too. The key to overcoming this barrier is to use visual techniques to communicate over the phone. Here's how that customer service rep could make things easier for her customer by using a visual reference to…
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