5 Crucial Customer Service Hacks
June 15th, 2015 Matt McCue

Customer support calls are an opportunity to upsell and cross-sell - provided the situation fits the chance to upsell.

Photo Credit: Ted Eytan

Customer service may not be a high priority in every organization, but a properly managed support system can improve your company’s growth and customer retention.

Customer support is an opportunity for prospective clients to learn more about your business, with a Customer Service Rep (CSR) to help navigate them through the sales funnel. It’s also an opportunity to upsell and cross-sell - provided the situation fits the chance to upsell.

  1. When to Upsell and Cross-Sell

There are times when the opportunity to upsell and cross-sell are available to your customer service reps, and when they shouldn’t be trying to garner more sales. The most important rule to remember is: Never upsell or cross-sell to an angry client.

Trying to upsell to someone who is angry with your service or disappointed with your products should never, ever be attempted. This will only further enrage them and think even less of your company - and it will damage the reputation of your organization.

Your customer service rep should only ever attempt an upsell or cross-sell when they provide positive customer support, and the client is happy with your organization.

2) Reduce Hold Times

People hate to wait for customer service, and they should never be put on hold for longer than absolutely necessary. If the customer has to wait to be connected with someone from your organization, the chances of them hanging up or abandoning the call is greater than if they’re instantly connected to a support rep.

With a properly designed phone system that reduces hold times for your existing and prospective clients, your organization will appear more proactive with its customer support. This will create a more positive experience for both your customer service reps and for your clients, and is a win-win-win for your company.

Tip: Tridacom can help your organization structure its incoming calls with our PBX Systems or VoIP for Business. Our team can create an inbound call system that reduces hold times by redirecting calls -  if the primary customer service agent is on the phone, the call will be automatically routed to an available employee who can help the customer with their needs.

3) Change Your Language

How your customer service reps speak to the people they’re helping can go a long way in leaving a positive impression. With a few minor changes in how they speak to the clients, your support reps can ensure your organization is as professional as possible.

  • We, not I - When addressing your customers, use “We” instead of “I” when you want to appear as though the team is working on the situation. Use “I” when the customer service rep is taking responsibility for something.
    Both word has a specific usage in the customer service experience, and using them correctly will improve the user experience.

  • The Importance of Value - When your support rep use the word “Value” correctly in their conversations with clients, it lets the person know that they’re valued. Try to get your CSR to use phrases like, “I value your input” and “You are a valued customer” with the people they are talking to. It will go a long way in creating a positive experience.

4) Handwritten Notes

Customer service connections including calls, live chat, and emails are digital and without a face-to-face connection. While it’s likely impossible (and a bit creepy) to show up at the client’s home or business, you can add a human touch by sending a thank-you or follow-up card via snail mail. Its arrival of the card will be a pleasant surprise for the client, and a nice change from the bills and junk mail that we all receive in the mailbox.

If you already have their mailing address in your customer data, you won’t have to ask them for that information during the conversation. A follow-up note can include a coupon or other gift with purchase to increase conversions.

5) Get Proactive

Setting up automated processes can help alleviate the workloads of your CSR agents, if done correctly. When a new member joins your client list, you can use an automated email drip sequence to educate the person about your organization and the services or products.

With timed emails designed to familiarize the new client with how to use your products or services, you can reduce the amount of calls to your call centre.
Email marketing companies like Mailchimp can be used to create automated email sequences that you can program for timed deliveries whenever a person signs up for your newsletter or performs other actions on your site.


A properly trained CSR can help your current and prospective clients complete sales, increase the client lifecycle, and grow your business. A happy client is likely to recommend your business to their friends and family, which is the best kind of advertising available.

With a few behind-the-scenes modifications to how your client is managed, you can automate some of the processes so that the volume of customer service calls are reduced - which leaves your operators more time to work with individual clients, ensuring that their needs are met and the experience is as positive as possible.

Tridacom is a Canadian telecommunications and IT Consulting company with offices in Edmonton, Regina, Toronto, and Vancouver. Call us today at 1-877-489-0123 for more information on any of the services - each one designed to grow your business.

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