Have you walked into a store and didn't know where to find the product you were looking for? Did you ask for help? Yes. I'm pretty sure we've all been in this scenario. Your customers are no different. As the customer service rep, you are the liaison between the customer and your company. It is your duty to help the customer in identifying what they need after listening to their inquiry or concern and then connecting them with the correct department that can assist them further.
In this path, you will learn how to adequately support customers either in person, over the phone, or digitally.
"Let me Direct You to the Right Person": Helping Customers Connect with the Right Resource
A customer has entered your store. Showtime! Welcome them and get ready to assist. Utilize your active listening and critical thinking skills to help them find the person or department they're looking for. If you can, walk them to where they need to go. Your customer will appreciate your hospitality.
Most people wouldn't place "calling a customer service agent" on their list of fun things to do. Keep that in mind and attempt to make this process as easy breezy as possible. Once you've heard the customer's inquiry and concern and figured out where they need to go, transfer them to the correct department. Remember to use a calm and professional tone with the customer just as you would if you were in person.
The digital era has brought tons of innovative ways to engage directly with customers. One of these ways is through live chats; live chats give customers the ability to connect with your company in real time. Reply quickly, flex your written communication skills, and read the customer's cues for best results. Inform the customer of the department or person they need to contact after you identify what they're looking for.
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