10 TOOLS TO IMPROVE CALL CENTER ETIQUETTE EXCELLENCE
Call center, we all aware about the name and performed service by call center, to provide service to business’ customer. Service provided by the representatives of business, who are the true face of the company in the real manner. How they treated with customers, what would be their attitude to talk, how they concerned with business’ customers, all reflects on business.
“The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and pay you.”- Derek Sivers.
Below is the top 10 call center etiquette excellence for business. Representatives and executives should aware when they are addressing with customers.
GIVE CUSTOMERS A WARM WELCOME
When customer calls in and connected with agent, he should warm welcome to the customers on the other end. A professional welcome and greetings with help you attain your customer confidence and your customer will find you happy and more loyal to receive him. On the other end, some of the reps offer some extra warm welcome which automatically converted into fake welcome for instance: “Hi Mr. Robert, it is sunny day here in New York and hoping this day comes with shower of blessing”.
LISTEN CAREFULLY WHAT CUSTOMER WANT TO SAY
Customer calls to you (reps) to share his problem or they want someone to share the reason of their worries and today it is you. Your warm greetings will help your customer to get in confidence and he easily shares his problem with you. So listen carefully what he want to without interruption in the conversation.
USE POSITIVE BODY LANGUAGE
Representatives think they are smarter than any, may be they are right but body language of your agent describe everything what you are and how you are pretending. Your agent’s voice tone will define either he is in boring situation or take interest in conversation.
THINK POSITIVE AND USE POSITIVE
Your single word with positive gesture will help your customer to get freedom from his problem or at least some satisfaction from this side, same of your one bad gesture or word deliver to them, it effects on your business and sale too.
HANDLE ANGRY CUSTOMER WITH CONFIDENCE
In customer center, agents are the front desk operator of your company and deliver the sense of your business, if they have less confidence is talk, gestures, language and to deliver your product message, definitely you will have to change your representatives. Some customers have anger over your product and service, if your agents have confidence in his language and know how to handle angry customer and convert him into cold. Told your angry customer, “I know how awful you are feeling right now and I will help you to overcome this situation, but after you calm yourself”.
BE COMPETENT AND PROBLEM SOLVING EXPERT
Customer call you with problem and hope to get rid from it, if you taking long to solve problem then his or her, definitely it will bad impact on customer about your service. Customer’s time is precious and your times too. Don’t take too long to solve customer’s problem. If you are not compatible to solve it then transfer your call to any other department of agent—whose you think more competent than you.
INFORMED YOUR CUSTOMER BEFORE YOU ACT
Customers have no more time to waste, if you face some problems for which you are not compatible to solve, don’t waste your customer as well your time, transfer your call to another department or agent whom you think compatible to solve this problem. But another essential thing—informed your customer before you take action for your customer. “Sir, I know someone who is more compatible to solve your issue, so I am going to transfer your call to another department; it takes some time to tell him about your problem.” This will ensure your customer that you are loyal with them and try to fix his problem as well.
SHOW YOUR INTEREST IN CONVERSATION
Your interest would be clear in your words, your way to communication and question answering method and also declare you are not interested in talk. Feel your customers they are worthy and have importance for company as well. It will be shown because of your interest in them.
BE FLEXIBLE FOR YOUR CUSTOMER
Customers of your company feel proud and offers their loyalty for your business if your representatives will take some more steps to help them. Walk some extra miles to fix your customer problem.
SEE OFF YOUR CUSTOMER WITH SMILE
With the same passion you receive your customer’s call, with the same passion and honor see off your customers with smile on your face. It is true that your smile will never show your customers but feel by your expressions and voice. Before cut your call, offer them to contact again and see them soon.
Customer care center or call center have same track where they serve their business’ customers and offer them services to fix their problems, reps offer their services to increase their sale too. There are many rules how agents efficiently and effectively tackle the problems of customers and how they behave them. This article with define some of the etiquette excellence in the way to serve customers.
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