How do you tell customers when you're available?

I found that it all depends on the level of Customer Service you are working in. Some jobs are simple and the problems the Customer calls about can be resolved by you, the Customer Service Agent; other situations may be above and beyond what you can do and require a Supervisor to resolve. Some companies just don't let you, as a Customer Service Agent know everything, and sometimes it can be extremely difficult getting any Supervisor to help. The longer you handle calls and work at a position, the more you learn how to handle different calls and problems; it takes time! What you really don't want to do is have to tell them someone will call them back. You want to handle it in ONE CALL! Some companies just don't let you call back. Good luck!

One thing I’ve found helpful is managing expectations. Acknowledging to the client that you are aware that they need help, and sending them warm signals. Once the initial relationship has been established, setting the expectation of when you will be available, will set the correct tone and expectations.

1-Business Hours 2-Contact Information 3-Automated Messages 4-Email Signatures 5-Voicemail and Out-of-Office Messages 6-Social Media Messaging 7-Website Widgets 8-Customer Support Policy 9-Holiday Schedules

At some point we’re all customers and we’ve all experienced either great or horrible service. In my experience, my customers are the reason I have the job I have. I would give my customers full transparency of my availability as I would my team. If there is something I have to circle back with the customer on, I would set dedicated times for follow up to provide the information or at least an update.

For starters find the right answer to their problem or questions. The best way to answer them promptly is by email. If you can solve the problem in one email then do so. Otherwise if you have a customer who would like to go into more detail you can give them available phone appointments. In the email you should always attach any documents you have for the customer for proof you are on top of their case!

First, I would like to mention that you need to make yourself available for your client. There may be time-sensitive issues in which you have to immediately get involved. For example, if you are in a meeting for training and a client needs parts because they lost productivity,. I would excuse myself, talk to the client, advise that, of course, I will get to work on the issue, and let them know what they can expect. I would then get my team to start working on the logistics of having it satisfied. When the delivery is en route, I confirm with the client that it has been resolved.

I find having a good calendar structure for yourself plays a crucial role in managing the workload. Scheduling on what you can handle , allows for good pace and efficiency.

Customers can be either internal or external within a company, therefore your availability can be identified in multiple capacities. Internally, phone status, shared calendars and chat functions are visible. External customers however don’t have the luxury to view this information therefore inform others for possible incoming calls and set the auto-reply’s on email.

The 10 rules: Always start with a friendly greeting, such as "Hello" or "Good day." Let them know who you are. "My name is, how can I assist you today?" Pay full attention to the customer's concern without interrupting. Show genuine concern. If you need more information, ask open-ended questions to understand their issue better Even if the customer is upset, remain composed and polite. Once you understand the issue, offer a solution or let them know the steps you'll take to resolve it. Make sure the customer understands the solution or next steps. Always end the conversation on a positive note, appreciating their patience or feedback. If necessary, follow up with the customer to ensure their issue was resolved satisfactorily.

Having professionalism in all channels of availability sets the customer experience. It is always important to follow up to ensure all expectations were met.

One example I've heard is, "Who do I have the pleasure of helping today?" This exudes excitement and helps set the tone for the ensuing conversation to follow

Being personal on all the different channels plays a big role in maintaining the relationship. You want the customer/client to still feel like they are getting a genuine/authentic response from you.

You can repeat back what the customer said, let he or she know you care about how they feel and you are in tune to there problems. and you take accountable of the situation. Don't use words like them they. The company name.

L'erreur la plus fréquente en terme de délai, c'est de préférer donner une solution que de tenir ses délais. Exemple : je promets au client une solution sous 48h, mais, elle n'interviendra que sous 72h. Si on a promis une solution sous 48h, alors il est impératif de contacter le client au plus tôt dans ces 48h, pour lui donner l'information concernant le délai supplémentaire. Un client préfèrera toujours être informé au plus tôt d'un retard que de le découvrir une fois l'échéance échue.

I have a weekday off every week because I work on Saturdays; so I make sure to tell my customers about that - and I will tell them the next specific day off I have. Secondly, I provide them my direct phone number because we have a call center that is hard to transfer to the right person sometimes.