Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Simple Strategies to win your Chinese Customers - Livesalesman - ContactCenterWorld.com Blog

Simple Strategies to win your Chinese Customers

Arguably the biggest consumer market in the world, China is a goldmine for any consumer-oriented business. With a population of over a billion and a somewhat balanced age demographic, your products and services have found a home. As rosy as the above picture might seem, if the market is not properly exploited, your business might not benefit from its staggering potentials. A large part of ensuring that isn’t the case is to understand the Chinese customer and how to win their trust.

In comparison with western cultures, the Chinese are different in every sense of the word. The social structure and general cultural differences set China apart from western countries. As a Chinese customer service representative, arming yourself with Chinese cultural etiquette and social norms can make all the difference between retaining and losing customers.  This post explores the things you need to keep in mind while establishing your Chinese Call Centre.

There is no way around the Language

Considered by many to be a difficult language to master, learning mandarin can be discouraging. However, this language is spoken by more than 70% of the Chinese population. Business suddenly becomes difficult when you can’t speak the language; hence offering call centre service in Chinese is not a choice but is an indispensable need.


Sponsor message - content continues below this message

2021 '16th annual' Global Contact Center World Awards CLOSING SOON!

Enter your Center, Strategy, Technology Innovation, People and more into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 50 nations and compete for the most prestigious awards out there! Join the FREE Webinar

FIND OUT MORE HERE


Content continues ….

A Chinese Call Center representative must first cross the language Rubicon. Failure to do so automatically translates to lack of entry. There is also a psychological reason to learn the language. The customer is immediately disposed to speaking with you if he finds that your Chinese Call Centre agents are fluent in Mandarin or Cantonese.

Get Familiar with the social hierarchy

Social hierarchies are heightened in China. Everyone identifies with a specific social class and wants to be accorded the corresponding respect. To do otherwise might birth a hostile conversation for the Chinese call center agent.

Laying a proper foundation for your job as a Chinese customer service agent requires that you take time to understand the social hierarchical structures in China. This should be done before picking up the phone.

From your initial research, you would find that Chinese men like to be addressed by their titles first followed by their surname. This is however not a rule cut in stone as you can refer to a customer as “Mr” or “Mrs” If you don’t know the appropriate title.

Get Into Small Talk

In China, it would be considered rude to dive straight into the core of the conversation. Doing so creates an adversarial impression with the customer. To douse the tension, Chinese Call Centre agents should begin the conversation with pleasantries such as “how are you” or “where have you been”. This would invariably set the tone for a healthy conversation.

However, the Chinese call center representative has to be careful about topics to discuss. Breaking the ice with subjects such as the political climate might not give such a soft landing. In the alternative, talk about casual topics such as the weather, food and the scenery.

Be diplomatic with Your Responses

This rule might not come in handy when dishing out good news to the customer but it is important when the news is bad. The Chinese find it impolite to give negative responses in a direct manner. The better approach is to be democratic with the news.

Delivering world-class Call Centre Service in Chinese dictates that you say “no” as little as possible. Instead, provide an alternative solution to the customer’s problem.

Do Your Research

The Chinese are extremely detailed in the way and manner they handle their affairs. Before speaking to a Chinese customer, he probably has a decent idea about the business you’re trying to sell. Hence, he would have a lot of questions to ask.

As a Chinese Call Center agent, you must be equally prepared to answer the customer’s question. Failure to do sure gives the impression that you shouldn’t be taken seriously. Similarly, you should be punctual for every call.

Have an Elevated Conversation Approach

In western cultures, trust is easy until evidence dictates otherwise. Thus, as soon as the customer care representative picks up the phone, he immediately finds receptive ears. The Chinese are not so easy to persuade. They are generally skeptical of a stranger’s intentions so it might be an uphill to persuade the customer.

To win the customer’s trust, the Chinese customer service agent must slowly build up trust. The conversation should commence with pleasantries. Then, the customer should be provided with genuine fact and details to build credibility before trying to seal the deal.

This is especially important when trying to sell a product to the customer.

Remember the Holidays

While holidays in a western country can last between 1 to 3 days, Chinese holidays run for longer. They are elaborately planned and are considered serious business. Consequently, it would be considered rude to discuss product and services during these occasions, something Chinese Customer Service agents should always keep in mind.

Expect Lengthy Conversations

From what has been said so far, you might have guessed that quick fixes are unlikely in rendering call center services in China. Don’t be in a hurry to end the conversation. Take your time to warm up to the customer. Where a hint of impatience is perceived it might be considered rude.

Additionally, knowing the holidays helps you kick start the conversation on a playful note.

At LiveSalesman, we have been delivering Chinese Call Centre services in both Mandarin and Cantonese for over 8 years. Given our extensive experience in interacting with Chinese Customers, we are rightly positioned to give your business the right boost through impeccable Chinese customer service delivery. All our Chinese Customer Service agents are native Chinese. If you are looking to outsource your Chinese Call Centre and Customer Support, talk to us today.

Apart from Chinese, our Multilingual Call Centre Services include Arabic Call Centre Support, Japanese Call Centre Support and Korean Call Centre support amongst 30 other European and Asian languages.

Source: https://livesalesman.com/simple-strategies-to-win-your-chinese-customers/

Publish Date: February 11, 2019 5:00 AM


2021 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

2.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158

3.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
PH: 0217991445

4.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)
PH: +44 1983 303011

5.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
 



View more from Livesalesman

Recent Blog Posts:
Covid-19: How to adapt your Customer Service in these strange timesMay 5, 2020 5:00 AM
Decoding Customer Service: Valuable lessons I have learnt first handApril 24, 2020 5:00 AM
Why Do Customers Make their Terrible Customer Service Experiences Public?April 8, 2020 5:00 AM
7 Unforeseen Customer Instances and Ways To Handle ThoseApril 1, 2020 5:00 AM
How to Overcome Common Roadblocks to Provide Efficient Multilingual Customer SupportMarch 27, 2020 5:00 AM
Coronavirus: How to make sure you don’t lose your customers in this crisisMarch 23, 2020 5:00 AM
How to foster creativity in your customer serviceMarch 16, 2020 5:00 AM
The mountain of support QA and ways to scale its peakMarch 12, 2020 5:00 AM
7 Things great call center managers do every dayMarch 9, 2020 5:00 AM
How eCommerce businesses should deal with post holiday returnsMarch 4, 2020 5:00 AM

ABOUT US IN 60 seconds!

Sponsor Message

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =