It was the first day. I had got a job in customer service right after graduating. I always loved a good conversation but customer service turned out to be a whole other story. In the first few calls I picked up, I wasn’t expecting the anger and irritation, which was directed towards me. I was confused and afraid; the kind you are when stuck in an uncomfortable situation. I looked towards my colleague, let’s call her Monica who picked up the receiver and handled customers with a panache that would leave me in a trance. Here was someone who I could truly call a professional, talking to customers with an ease I could only dream of acquiring.
She was brilliant in her conversational style- whenever she would put the phone on speaker and talk to a customer, I would listen in with every piece of me paying attention to the conversation. I sensed the customers pleased talking to someone who was more into the conversation than most people. I would look at Monica’s face and see the expressions changing like she was talking to the customer in-person.
I tried to copy her style and take on the same approach. Sadly, I failed; time and time again I would start in the same style as her but the customer would still be venting out his frustration. This made me a bit hopeless, but then the sun shined on me again. The valuable lessons I learned along the way are what I am here to share today.
Many experts say that the customer support representative shouldn’t always read from a script. That holds true for reading from any script, be it yours or your colleagues. Customers want to talk to real people, not to a person reading lines from a script monotonously. Even if you are taking points from a script, do that in your own style.
In the book The Fountainhead, there is an interesting line, which goes, “never ask people, not about your work”. I had to be myself and do work in my own style, rather than trying to become Monica.
But, that philosophy is a hard path to follow; being you in a time when companies focus on a unified message, a particular tone, and a certain way of addressing the customers is as hard as it can get. If you work in the industry of customer service outsourcing, there are more factors, which complicate the situation.
This made me realize another important aspect of the job- the skill of adapting to situations. For this to work in any way, you need to first introspect and self-analyze your personality. I started trying out new methods and observing people around me. I was able to pick up bits and pieces from my seniors and integrated those into my approach.
While we live in a capitalist culture of delivering the same level of quality or product to customers with a standard service; people want more than that, they want brands to know them for what they are.
If you have delved deep into your personality, try to figure out your customer’s persona. Customers get into a personal conversation with customer service representatives all the time, giving representatives bits and pieces about themselves and their personal life. It isn’t like that always though; sometimes the onus is on you to pick up hints from their tone or observe their behavior in certain situations.
The devil is in the detail, that’s why a good support representative must keep his/her head straight while getting onto it; that is why it taught so seriously in call center outsourcing companies. Use that sharp mind of yours, try to rise above the professional way, and become the customer’s friend. That will help you gain trust and start off a beautiful relationship between the company and the customer. Give them exactly what they need- an active listener and a friendly problem-solver.
Once, a lady told me that I sounded more intelligent than the customers and it makes me look like an arrogant snob. I despised her statement, but she was correct. In effect, she told me that if I wanted to make them feel comfortable, I would have to talk to them as equals; that is the one way to make them feel welcome.
Have you ever had that experience, where you call up customer care when you are unable to resolve a complicated issue? That customer care executive just babbles out technical jargon, which you are unable to understand. Maybe they are technically correct, but too complex an issue requires that simple a method to resolve it. That is a hard task, and you need to speak the customer’s language if you are targeting successful resolution and clear communication.
We have all been through this — you go to a bank, you ask for something and there they come those seemingly infinite minutes of waiting; the eternal sound of the keys being typed away on the keyboard; the mysterious looks the cashier gives the computer screen from time to time. By the time it ends, in my mind, I’m going to be told I either have no money on my account or that I owe the bank a lot of money.
We have all suffered a case of terrible customer service once in our lives- you call up your bank customer support to understand why you have been imposed with those hefty interest charges you see on your statement. Instead of offering any explanation, the customer support agent asks to put you on hold. Those minutes of waiting, listening to the monotonous hold music seem infinite when you are guessing whether the agent would come back to tell you that there indeed was a mistake and it would be taken off or would come to justify those charges quoting hidden terms and conditions one never reads.
Procedures and processes are essential to customer support; they are cogs in the machine, which facilitates a customer’s satisfaction. Which piece of knowledge should be stored? Where will it be sent? Queries, issues, escalations; all this is a vital part of a service representative’s life. When you have gone through the process a lot of times, it sort of becomes ingrained in your system and you don’t give a second thought to it before taking any action. While you are going through it all, the customer feels left out of the loop because they don’t have any idea how the issue is getting resolved.
In all the experience I have mustered in customer service- one aspect is as much ignored as it is important, keeping your customers in the loop. Resolving an issue may require involving different departments and executives to come up with a solution. Your customer doesn’t know that and will appreciate any piece of information you can pass on rather than going the ‘we are looking into it’ way. Tell them how the process works so they know what to expect from you and when to expect it. If they keep on asking questions, clarify each point. Remember, adaptation is necessary for survival.
There might be more to it than you can think; answering the questions of customers regarding your process will help you look at the process from an outsider’s view and help come up with alternative solutions to improve the process altogether.
Businesses tend to avoid using the term ‘problem’ when customers approach them with one. They would rather describe it as a ‘situation’ a ‘hiccup’, a ‘complication’, or an ‘issue’. No matter what your choice of words is, there is no way to negate the fact that customers email, call, or chat with you because they are facing a problem and they are looking for a solution and are looking for an assurance that they will get one.
This is the reason transparency in the process is of paramount importance. Talking to customers like they are people you meet every day, crafting your approach along the same lines, and explaining the whole process to them will make them feel special and trust you at the same time.
This is my whole experience explained in a nutshell. My mantra is to search your soul, know who you are, and then build from there. Secondly, know who your customers are, how they think, and customize your approach based on that. Lastly, keep them in the loop by explaining every bit of the process. Share the information you have, that is the first step of giving people to the people.
Publish Date: April 24, 2020 5:00 AM
|1.)||2P Perfect Presentation|
Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:
• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
|2.)||31 West Global Services|
We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.
|3.)||Abacus Cambridge Partners|
Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
PH: +44 (0) 207 397 8725
We are Abante BPO Contact Center services company with more than 16 years of experience in the sector. We specialize in customer service through specialized technology, and with a multilingual team. Our different operating centers offer high availability and unlimited performance, adapting the specific needs of our clients, and always operating under the highest quality specifications.
PH: +34 982 29 80 00
Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.
Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.
We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?
|6.)||American Help Desk|
Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.
Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.
PH: (866) 775-4755
Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.
Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
-Contact Center Services
-Customer Service Support
-Web Data Collection
-Telephone Data Collection
24/7 coverage, always finding the best solution for your business
PH: (760) 338-7057
|10.)||Bgcomm Contact Solutions|
Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.
PH: +1 213-660-2066
|11.)||Boomerang Marketing SA|
BPO, Financial and Customer Services
Boomerang SA provides BPO, Financial and Customer Services. We are an Outbound Contact Centre with a proficiency of selling Short and Long Term Insurance products, as well as cross-selling Value Added Products. We provide Inbound Customer Services to the International Market. We service both B2B and B2C sectors, ranging from but not limited to Lead Generation, Appointment Setting, and a full sales spectrum.
|12.)||CallNovo Contact Center|
Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.
Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.
With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
PH: 1 (212) 408-3800
|14.)||CLCA Call Direct|
Virtual Assistant Services
Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.
Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.
This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p...
PH: 0333 600 5005
Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.
We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.
- Prospecting, commercial appointments
- Customer Care
- Technical Support
Consilium UniCare™ Professional Services
As technological change occurs at a faster pace than ever before, organization with the industry-leading Cisco contact center platform need to get outcomes quicker, better and more predictably. By bringing in the subject matter experts from Consilium's advanced professional services, you get unparalleled knowledge which has been trusted for over 33 years, consistency and a global footprint. Give your Cisco platform a turbo boost by investing in Consilium UniCare™ professional services when it is time to design, implement, upgrade, or add / optimize third-party integrations.
• Cisco UCCE, PCCE & UCCX design, implementation and upgrades
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We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
|19.)||Costa Rica's Call Center|
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
Sales, Service and Support
Sales: Customer Acquisition, Lead Generation, Cross Sell, Retention, Intervention and Win-Back
Service: Care Lines, Customer Service, Product Recall and Data Breach Notification
Support: Analytics, Data Entry, Quality Assurance, Fulfilment, Receivables Management, Social Media Management and Mystery Shopping
PH: +61 3 9211 2300
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