Customer service is more than just smiling and talking about the key points of your products. Good service pros know that asking the right questions can show customers you care. And, better yet, their responses provide insight into what they really need, helping to position you as a trusted partner rather than just a salesperson.
Every interaction should be less a transaction and more a chance to connect with customers to show true value. Wondering about which questions your customer service team should be asking customers? We’ve got a list of our top four to get you started.
1. Do you understand the terms of your device plan?
It’s scary how often the answer to this question is ‘no’. Device plan misunderstandings can lead to big-time frustration down the road—for both you and your customers. Avoid headaches by taking the time to explain the ins and outs of their plan. Even if there are too many points to talk through completely, highlight the major contractual terms and clarify the areas that tend to cause customer confusion.
2. Have you considered a protection for your device?
If a customer hasn’t safeguarded their device with a protection plan, it’s likely because they didn’t know it was even an option. Make sure to communicate that solutions are available, and be sure to fully explain each option. This will show your customers you care about keeping their experience hassle-free in case any mishaps occur down the road.
3. How long are you planning to keep your device?
By gauging how often a customer is planning to upgrade to a new model, you can recommend buying options that work best for them. For example, if a customer indicates they’d like to keep their phone for three-to-four years, you could recommend they buy the device outright, rather than choosing a monthly device payment plan. On the other hand, if a customer plans to upgrade with each new model release, a month-by-month payment schedule will likely be most cost effective.
4. How do you prefer we communicate with you?
This may seem small, but managing communication channels is key when it comes to building long lasting customer relationships. Make sure you determine what type of communication they like, and note it within your CRM system so you and your staff know their preferences. Email, phone or text, if a customer receives your communication comfortably, they’re much more likely to engage with you in the future. By making sure you’re asking customers the right questions, you can get ahead of the game.
Kevin Cundiff is VP of warranty at Fortegra Financial (a Tiptree Inc. company).