People often think that customer service is only about fixing things and solving issues but that's not the whole story. The real goal of customer service is providing a positive experience. Customer service representatives (CSRs) can't always deliver solutions, but they can always deliver empathy; the impact of customer emotions shouldn't be ignored. Empathy helps to absorb emotion, helping get customers into a negotiation frame of mind rather than dissatisfaction.
By putting yourself in the shoes of a customer, you get context that helps you do your job: “I know how frustrating it can be to be in a meeting and realize halfway through that there’s a problem with your presentation. Did you access it on this computer the night before or the first time today?"
Great customer service occurs when CSRs actually care about the outcome. They know what the customer is going through and understands the impact of the issue.
Stay tuned for more customer service tips from Intercon Messaging!
Publish Date: February 3, 2016 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900
|3.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
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