Articles · 20 articles
Customer service: phone standards, complaints and loyalty
What good phone service looks like: standards, wait times and solving it on the first call. Complaint handling, NPS surveys, after-sale calls and how to keep a customer who is about to leave.
- 5 min read
Phone customer service standards: which rules to write down and how to check them
What goes into a phone service standard: answer speed, greeting, hold time, transfers and closing the call. Ten rules, example targets and a weekly check.
Read - 4 min read
How to reduce customer wait time: the answer, the hold, the callback and the fix
A caller waits four times: for an answer, on hold, for the promised callback and for a fix. How to measure each wait, example targets and ways to cut them.
Read - 4 min read
How to run an NPS survey by phone: the question, the calculation and handling detractors
NPS by phone: one 0–10 question, then “why?”. Worked example: 55% − 20% = 35. What to do with detractors, who to call and when, and how to record the answers.
Read - 4 min read
How to measure customer satisfaction after a call: the CSAT question, the maths and low scores
CSAT is one 1–5 question after a call. Formula: 4 and 5 scores ÷ all answers, for example 120 ÷ 150 = 80%. When to ask and what to do with a low score.
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How to handle customer complaints: six steps from taking the complaint to the closing call
A complaint process: take it, log it, assign an owner, give a deadline, fix it and make a closing call. Plus the complaint log columns and a monthly review.
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How to solve the customer’s question on the first call: measuring and raising FCR
FCR is the share of calls where the question is solved the first time. How to measure it, six reasons people call back with a fix for each, and an example.
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Loyalty calls to regular customers: when to call and what to say
When to call a regular customer: after the first purchase, when they stop coming, after a year and before holidays. A five-moment table, phrases and how often.
Read - 4 min read
How to call a customer after a sale: three calls, the questions and catching problems early
Three calls after a sale: the day after delivery, a week later and after a month. What to ask, how to catch a problem early and keep it from becoming a return.
Read - 4 min read
How to win a customer back after a service mistake: admit it, fix it and call back
After a mistake, call the customer before they find out: admit it, apologise, fix it, offer fair compensation and check back. A sample call and a remedy table.
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How to analyse customer feedback: from calls and complaints to concrete decisions
How to analyse customer feedback from calls, complaints and surveys: categories, weekly counts, the top three problems and an owner for each. Sample table.
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How to call customers by name on the phone: asking, saying it right and writing it down
Calling customers by name: when to ask, Uzbek «aka/opa» and Russian patronymics, how often to say it, saving it in the CRM. An AI operator in Uzbek and Russian.
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Where the phone fits in the customer journey: from first call to repeat purchase
The phone in the customer journey: the call after an ad, reminders, delivery, the after-sale chat. A table of the call each stage needs and what to track.
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What customers expect from 24/7 service: answering the phone at night, weekends and holidays
From 24/7 service, customers expect an instant answer, a real solution and a request not forgotten by morning. Night rules, on-call staff, holidays.
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Accessible phone service: how to talk with older, hard-of-hearing and smartphone-free customers
Accessible phone service: no menus, plain words, repeating key details, talking with older and hard-of-hearing callers. How to test your own phone line.
Read - 4 min read
How to run phone, Telegram and Instagram together so customers don’t get lost between channels
Running phone, Telegram and Instagram as one service: which channel for what, reply times, moving from Direct to a call and one card per customer.
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Customer data on phone calls: what to ask, what not to say and where to write it down
Which details to ask customers for on the phone, which never to ask, and how to check identity before giving details. Simple data rules for business calls.
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How to build an FAQ for your phone line: common questions with answers that work by ear
How to build an FAQ for your phone line: collect questions from call recordings, write answers for the ear, and set a rule for questions with no answer.
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Mystery calls: how to check what customers really hear when they phone your business
Check your phone service with mystery calls: 5 scenarios, a 10-point scoring sheet, who calls and when, and what to do with the results afterwards.
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Retention calls: who to call, when, and what to say so customers don’t leave
Retention calls that prevent churn: warning signs, the call step by step, asking the reason and offering one fix. A sample call that works without a discount.
Read - 4 min read
How to thank customers: phrases for every call and the separate thank-you call
How to thank customers on the phone: specific phrases for every call, a separate call for referrals and loyal customers, mistakes to avoid, and a sample call.
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