Tips for working in a call centre - Telnet - ContactCenterWorld.com Blog
Call centres handle a huge amount of calls and are sometimes stressful places where you can forget the basics. But being in a call centre, you are often the only point of contact customers have with the company. Here are a few starter tips on how to work in a call centre.
First and foremost, customers hate bad Customer Service. Being polite will not only make your customers feel special, but they will most likely be more willing to co-operate.
Treat customers like individuals:
Understand that each customer is an individual with individual needs is the first step to a happy customer. Treating all customers as if you are a robot will only anger them and probably make them regret calling in the first place.
The worst thing you can do it get angry or worked up. In a call centre, you will come across so many different callers so it’s essential that you keep calm, even when this isn’t your first instinct.
Or if not, at least act interested. This will help to make the customer feel relaxed and makes you seem personable. Great Customer Service starter tip.
When someone has called for help, the worst thing is when they feel that the person on the other end has no idea what they are doing. Show that they are wrong. Be confident that you know what you are doing. Not only does this help the whole situation by making the customer feel at ease, but it will stop the situation from getting out of hand.
Show that you care
In fact, one of Telnet’s core values is that ‘We Care.’ This applies in every situation in life. But when in Customer Service, showing the customer that you care will make the whole conversation flow with ease.
Don’t be biased
When a customer calls with an issue, they will be wanting help. You can’t go into the situation already thinking that they are wrong and not wanting to help them. You must take every interaction as a new one, with a fresh mindset and understand that the customer doesn’t know everything that you do.
Publish Date: March 10, 2017 5:00 AM
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