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Answer Calls and Reply to Messages Efficiently

Answering calls and replying to messages takes a lot of skill, especially when it comes to handling taxi transactions. How agents answer calls can influence whether clients will want to do business with your company or not, so it’s important that they are able to answer and reply effectively.

With the right taxi call and chat answering skills, customer support agents can improve your company’s overall customer experience. Here are some tips for answering calls and chats.

Listen and Pay Attention Carefully

This one goes without saying, but customers always want to feel listened to when speaking on the phone or chatting with an agent. Agents should see to it that they got the gist of the customer’s concerns to address it accordingly. Otherwise, this will make customers feel as if their concerns are of no importance, which can discourage them from doing further business with you.

Empathize with Customers

Sometimes customers can feel frustrated because of a lot of things, and whatever an agent says will most likely influence their reaction easily. So it’s best to show them empathy. The following are statements that emanate empathy, even so subtly:

  • “I understand how frustrating that is. Let me see how I might be able to help you.”
  • “I’m sorry to hear that. Let me see what I can do to help you.”

Work as Quickly as Possible

Customers get frustrated when they are made to wait in a queue for a long time. So the more efficient an agent is, the more customers they will be able to cater to. For this, the agent has to have the proper training and must know the company’s services like the back of their hand. That way, they’ll immediately know what kind of service each customer needs. 

Worried about overhead costs? Learn more about 5 Ways Taxi Companies in the United Kingdom Reduce Overhead Costs.

Know How to Deal with Angry Customers

Unfortunately, angry customers are just a part of business. But the way an agent answers to a disgruntled customer will consequently have an impact on your business’s image. Bad experience spreads faster than good, so it’s important to have agents that can keep their composure when dealing with an angry customer.

Have Extensive Experience in the Transportation Industry

Needless to say, an effective agent should have ample knowledge of the transportation industry as well as the company’s services. This allows them to anticipate the needs of a customer and use resources efficiently.

Customer service is crucial for online businesses. Here’s more about Outsourcing Customer Service for an E-commerce Store.

Pac Biz Taxi Call and Chat Answering Service

By mastering and following these five tips, your company can become more efficient and provide better customer experience. It takes some time and practice developing certain techniques, but working with an outsourcing specialist like Pac Biz, you can sit back and relax and we’ll handle the rest.

With customer experience management done right, your business is headed towards success. Pac Biz has the solutions you need to scale your business. We’ll help you hit target profits, succeed faster, and conquer your market.

Our Taxi Call Answering Service just might be what you need. Get in touch with us and we’ll help you solve your transportation company’s pain points with contact center agents that are ready to serve your needs. 

Let’s Get in Touch

Hi, I’m Eric Mulvin, founder and owner of Pac Biz, and we are happy to solve your company’s pain points in customer support. We have contact center agents ready to serve your needs.

I am free to go over the potential that exists with making your service company thrive through improved workflows and better management of support.

Eric Mulvin

Phoenix, Arizona, USA
Founder + CEO of Pac Biz

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