Exceptional Customer service is the key to any business. Without it, your business will fail. Every business strives on the fact that there products and services will be sold. Having excellent customer service will profit your business with repeat customers who will keep coming back for more.
First a company needs a trained and dedicated customer service/sales team. Guidelines need to be put in place for them to understand and follow on each and every call.
Exhibiting professionalism should always be number one of the rules implemented with a customer service/sales team. The ability to speak using professional language should always be a skill that a call center agent must use effectively. Never allow a call center team to use slang, jargons... etc.
Explain to your team that talking on the phone to their customers while having a smile on their face, the customer will only hear a happy tone. Being pleasant will help with gaining a customer's trust, as well as help diffuse an angry customer.
When a call center agent shows concern, interested, and compassion, it gives the customer a sense that the Agent cares. It makes the customer feel that they are going to be taken care of, and that their needs will be met. All of those factors contribut to high customer satisfaction and even first call resolution.
One good way to connect with a customer is to always use the customers' name. Using their name 4 - 5 times in a phone conversation will make the customer feel like a person, not a number.
Right from the start of a phone conversation will set the pace for how a call can go. Always be prepared to take your call. I suggest answering on the first ring. A call centers opening greeting should contain the company's name, the agent's names, and asked how they can help the customer.
Being prepared will help assist the customers with their needs. Listen carefully to what the customer is asking for. Take notes so you do not have to have the customer repeat what they have already told you. Gathering information and asking questions will help determine what product or service to sell to the customer.
When servicing the customer, show empathy. Make the customer feel that they are not alone. Reassure the customer that your company, as well as the Agent can help them with their request. Recap what the customer is asking for to confirm that you have heard the customer correctly. Follow through with resolving a solution or selling them a product or service that would best fit their needs. Always have an option or alternative to give to the customer incase the first option is refused.
Taking ownership of the call will help in every situation, whether it is a pleasant or an irate customer. Agents need to remember that they represent the company they are taking calls for. Always showing a professional, calm and positive attitude will help soothe a call from an angry customer. Never contest or question an angry customer. Being supportive to a customer with a complaint will assure the customer that you will be taking care of the problem for them.
Closing a call with a customer is very important. Recap the calling by listing the steps that were taken or will be taken to resolve their issue. If a product or service was sold, recap the item(s) or service(s) that the customer will be receiving. When closing with the customer, first the Agent should ask if there is anything they could help them further with. End the calling with a thank you for their business, repeat the company name, the Agent's name, and always allow the customer to hang up first.
These simple guidelines for Agents when working in a Call Center opportunity will be beneficial to a business, as well as to the customer. The vital role of the Agent is to make happy customers, in return will make a profitable business.
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In this industry call center customer satisfaction (Csat) is king. If you are not focused on customer satisfaction then you're dropping the ball. Call center certification is your first step towards improving your Csat. http://ezinearticles.com/?First-Call-Resolution-and-How-it-Can-Save-Your-Call-Center&id=4279919
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