post

How to provide great phone support

At Rezitech, our phone support team spends a lot of time talking to customers on the phone. We take calls from users who need help with their PCs, networks, email, and technology.

Sometimes, I take a few minutes to listen to some of the calls we’ve taken to be sure we’re providing great customer service. I’ve developed a few thoughts on how to provide great phone support.

Be Upbeat

No one likes a downer. When answering the phone, be chipper. Smile!

Be Reassuring

Tell the caller that you’re “happy to help” or you can “definitely help you with that”. Callers are often unsure of what they’re asking for, exactly, and are put at ease by simply knowing that you’re able (and willing) to help them.

Ask good questions

When the caller tells you what they want or need, explain to them what you think you heard. This will help be certain you’re both on the same page.

Keep them updated

Tell them what you’re doing. If you need to remotely control their screen, let them know. “I’m going to remotely look at your screen so I can help you with this. Is that okay?” As you click around, and look for things, keep them apprised of what you’re doing before you do it.

Summarize the call

When you’re all done, tell the caller what you’ve done. Remind them of what you did, and how they can use it.

Anything else?

Explicitly ask if there’s anything else you can help them with.