Sometimes the client would ask for something that is beyond our authority to handle. In such cases, my manager would step in to handle if the customer is those type who doesn't like to talk to lower ranking people. As for those who ask for the impossible, most probably they are the type of unreasonable people.
Always listen to what the customer wants and try to fulfill their needs. Apologize if you cannot do it (beyond your control) even if you are not wrong. And always repeat their questions to confirm their problems. Educate is also one of a good way to reduce call backs.
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Thank you for sharing @edmundang. Your advice are extremely helpful for me in my career.
One thing I've realized and would like to share, if you smile while you're talking, somehow the person on the other side of the phone can hear the difference. And they liked it :)
Depending on customer's background, laughing and joking with them further increases their satisfaction. Is this applicable to your customers?