As a business owner, it’s in your best interests to establish and maintain a good business relationship with your client base.
One of the best ways to do that is to ensure that your call center’s representatives are consistently showing and expressing empathy to customers in every situation that calls for it.
No surprise there. After all, the last thing frustrated callers want to do is talk to someone who obviously couldn’t care less.
Remember, in every customer interaction; the end goal is to always give the customer a positive experience. Showing empathy is a big part of that equation.
Do you want your contact center to show a high level of empathy towards your customers? As a business owner, here are proven techniques you can adopt.
Active listening is a critical skill every customer service rep should have at her disposal.
It goes beyond paying attention to the caller’s words. Rather, it requires that the rep responds in a manner that creates a mutual understanding between her and the customer.
When agents are trained extensively on how to listen correctly, customers are more likely to feel happier at the end of every call.
It’s been proven that this can positively impact customer satisfaction scores and retention.
If callers are feeling frustrated and angry, a rep’s first logical response is to apologize.
It doesn’t stop there, of course. More importantly, agents also have to tell customers that they understand where they’re coming from.
Some phrases to communicate this effectively include…
“I can see why you’re feeling frustrated about…”
“I’d be upset too if the same thing happened to me…”
“I understand why this is extremely upsetting for you….”
Keep in mind, though, that agents have to stop themselves from dwelling on the issue.
Once a mutual understanding has been established, reps should take ownership of the call and focus on resolving the issue, which brings us to the next item on this list.
Sometimes, it may feel like customers are calling just to vent out their frustrations.
That may be partly true at times, but ultimately, what they want is for your customer service personnel to address their issues and make the situation better.
After expressing an apology and making the customer feel that they’re understood, agents have to roll up their sleeves and get on with resolving the issue right then and there.
In short, customers have to feel that customer service is treating their issues with a sense of urgency.
Agents can use statements that go along the lines of, “Let’s get this taken care of right now,” or “We’ll get this straightened out for you.”
Talking with irate callers comes with the territory when you’re working behind the phone lines in a call center.
That said, agents have to keep calm and be polite even when the customer is making it difficult for them to do so.
When the customer is venting out, the best course of action is to listen. Once the storm is over, chances are the customer will feel calmer and will be more willing to listen and cooperate.
(Bear in mind, however, that a line has to be drawn somewhere when it comes to rude customers. In such cases where the customer is using profanity and is being impossible, an agent has to firmly remind her that such behavior will not be tolerated.)
When a brand shows and expresses empathy on a regular basis, customers are more likely to get the impression that they are valued and that they matter.
If you want loyal customers, you have to take the necessary steps to show how human your brand is.
Publish Date: January 11, 2018 5:00 AM
|1.)||Alliance Infotech Pvt Ltd|
alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.
|2.)||Alycom Business Solutions|
CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.
We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.
We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.
Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
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- Full 'Lead to Order' process
- After Sales Services
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- Mass E-mailing & Marketing Automation
& several other capabilities
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.
FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.
FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.
- one-click lead capturing;
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- full customisation.
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive
Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.
CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.
- Help to see 360 degrees of customer view perspective
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Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
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