The most common reason for reps to make follow-up calls is to gather missing or incomplete information.
This month in Customer Communicator, the training and motivation newsletter for frontline reps, Renée Evenson, author of Award-Winning Customer Service reminds reps to get all of the information they need on the first call.
Here’s how:
- Hear the person out so you don’t jump to false conclusions.
- If you are not sure what the customer is asking about or looking for, say so.
- Ask follow-up questions to make sure that you understand correctly.
- Recap or paraphrase before ending the call.
More on cutting down on follow-up appears in the April issue of Customer Communicator.