How Australian Companies Can Improve Their Telephone Customer Service Experience for Customers


In today’s competitive business landscape, customer service is more important than ever. A recent study found that 76% of customers say they would take their business elsewhere after just one bad customer service experience. That’s why it’s so important for Australian companies to make sure they are providing the best possible telephone customer service experience for their customers.

Here are four tips to help you do just that – it’s also worth mentioning that there are contact centre solutions for Australian companies, which can help you streamline your service and make life easier for everyone involved.

Make sure your hold music is up to date and relevant

One of the first things your customers will hear when they call your company is your hold music. Make sure it’s up to date and relevant by choosing music that reflects your brand image and values – avoid anything that is too slow or fast-paced, as this can create a negative feeling in the caller. Instead, opt for something in the middle of the spectrum that will keep them calm and relaxed while they wait.

Train your staff on active listening skills

Active listening is a customer service technique that involves fully focusing on the caller, taking the time to understand their issue, and then responding in a way that shows you understand their problem. This simple technique can go a long way in making your customers feel valued and appreciated. Make sure to train your staff on active listening skills so they can use them when dealing with customers over the phone.

Use positive language throughout the call

The words you use during a customer service call can make all the difference. Using positive language such as “thank you for calling”, “I’d be happy to help you with that”, and “I appreciate your patience” can help create a positive rapport with the caller and make them feel good about doing business with your company. Avoid using negative words and phrases such as “no problem”, which can come across as passive-aggressive, or “I’ll try my best”, which sets up a potential failure scenario in the caller’s mind. Instead, focus on using positive language throughout the call to create a positive customer service experience.

End the call on a positive note

Ending the call on a positive note is just as important as starting it off that way. Thanking the caller for their business and letting them know you appreciate their time goes a long way in creating a good impression of your company. You could also offer them a discount or coupon for their next purchase to show them that you value their loyalty. Whatever you do, make sure you end the call on a positive note so the customer feels good about doing business with you in the future..

Providing good telephone customer service is essential for any company that wants to retain its customers and stay competitive in today’s marketplaces. By following these four simple tips, you can make sure you’re providing the best possible experience for your customers every time they call.