Customer Success - Phone Answering Guide
Customer Success - Phone Answering Guide
PURPOSE: At Loc-Doc Security, we center our business around the needs and wants of the customer. Our primary goal is demonstrating our core values through the customer service experience. As a reflection of this, we desire for every interaction the customer has with our business to be consistently excellent, from the front desk to the warehouse to the field. This process is intended to equip employees with answering the phones in a way that exhibits our core values to the customer. First, We will outline the basic call flow. Second, We will review the "soft skills" needed to engage with the customer. Third, We will give some examples on how to apply our Core Values in a phone conversation.
CALL FLOW: Every phone call is different, but we want most of our calls to follow a specific flow in order to best communicate the customer and assure them that we can take care of their needs. The flow goes as such
What Does The Customer Need?
How Can We Solve Their Problem?
What Are the Costs/Details Associated?
What Does The Customer Need?
Gather Information about the Customer (Name, Number, Customer, Address)
What is the issue they need solved?
Use LOCKS as a guide for getting information. Does the door lock/unlock properly? How does it Open? Close? Does the key work? Are there any visible structure issues?
How Can We Solve Their Problem?
What does the customer need? Site Visit, Counter Ticket, Quote, etc.
How quickly do they need it done? Same Day, After Hours, Warranty, Etc.
Who do we need to communicate with? Nathan, Mike, Moody, etc.
What Are The Costs/Details Associated with the Solution?
Present the Scheduling Options ( For More help with Scheduling see Scheduling Communications) and Cost of the Trip Charge and Labor
Communicate expectations here: When will we be onsite? Will we be meeting them onsite? Will we be collecting the balance when work is done? Will we need to do an onsite assessment first?
Request pictures or documents if necessary
Confirm payment if customer is collect. "Are you the best contact for collecting payment when work is done?"
ENGAGING WITH THE CUSTOMER THROUGH FACE:
FOCUS - What Is The Customer Saying?
AWARENESS - How Can We Resolve The Issue?
COMMUNICATION - Who Needs to Know What?
ENERGY - Show the Customer That We Want To Solve Their Issue!
CORE VALUES IN PHONE INTERACTIONS: We have 8 Core Values which are each integral to our operations and interactions as a company. Here are these values and some applications of these values to the phone answering process:
DEFINED EXPECTATIONS: Let the customer know what they can expect from our services and scheduling. Be sure to clearly define what is expected of the customer (meeting onsite, collecting payment, information needed, etc.).
CONSISTENT COMMUNICATION: Communicate clearly any important information to the customer that will impact them, and be sure to communicate with our team members as well.
CULTIVATE TRUST: As we consistently deliver in our expectations and communications our customers and team members will trust us more. We must focus on the small things and be patient.
OUTRAGEOUS KINDNESS: Treat team members and customers BETTER than you want to be treated. Put yourself in the customer’s shoes, and ask what response or attitude you want to hear.
COURAGEOUS HONESTY: Don’t hide mistakes or things which may reflect negatively on you or the company. Honesty looks better than competency.
REFINED QUALITY: One service request with 100% quality is better than 100 service requests with less quality. Make every call the most important call, don’t lose sight of our values because of call volume.
UNEXPECTED CLEANLINESS: Keep your desk clean and clutter free, keep your desktop clean and organized, make sure all important documents and processes are accessible. Keep inboxes up to date, make sure you are answering and resolving emails throughout the day.
INTENTIONAL EXECUTION: What does a good phone call look like? A happy customer? Visualize this goal and make it your priority for each and every interaction.
PERSONALIZATION TRUMPS PROCESS! These are rules of thumb to help you remember the important opportunities in the conversation to ensure the customer has a great call experience. Our Core Values should be your primary guide for all interaction and decision making. If you feel there are ways in which you can improvise that will greater demonstrate our Core Values to the customer and to our team members, we strongly encourage you to take ownership of this process, and communicate with your team so that we can all improve together.