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Customer Service 101: 5 Things Agents Should Be Doing [VIDEO] - The Connection - Blog

Customer Service 101: 5 Things Agents Should Be Doing [VIDEO]

All customer service agents spend their day handling frustrated customers and solving difficult and unique challenges call after call, every day. Sound easy? It is not.

It can be difficult for agents and managers alike to handle each call perfectly, depending on the problem and the customer. So, it is time to go back to the basics. Our VP of Human Resources, Cyndi McDurmott, teaches us customer service 101 and provides 5 tactics agents can use in their conversations:

Be Responsive to the Caller

Every caller is different. Some are having a pleasant day and have all the time in the world to find a solution to their issue, while others may be experiencing a stressful day with very little time or patience to deal with an extra problem.

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It is crucial that agents alter the conversation depending on the type of customer calling. The customer who is enjoying a pleasant day may be more conversational and easier to help. However, an angry customer may be more difficult to please. When it comes to the frustrated customer, Cyndi says, “You have to de-escalate the call before you can even figure out what the problem is.”

De-escalating a situation and helping a frustrated customer can be very challenging, but we find that these de-escalation tactics work great in this situation.

Listen to the Caller

One of the most important parts of a customer service agent’s job is to actively listen to the caller’s needs.

When people feel heard and understood, they typically calm down and trust the agent more. Not to mention, listening to the customer can provide the call center and its business with important customer listening data, which helps better serve the customer in the future.

“Even though our agents are highly trained and they know the answer, listening is key to that,” Cyndi says. Even if we think we know the answer (and we may actually know it), listening not only helps us better understand what the caller needs, but it also shows the caller we care.

Knowing the Power of “Yes”

Agents should also have the power to say, “Yes, I can help you fix that problem.” Empowering agents to solve issues on their own helps rebuild relationships between the agent and caller. Typically, when that relationship is mended, the customer is more likely to remain a customer.

That empowerment comes from a network of agent support starting with their supervisor and including program supervisor, call center manager, human resources, and the client (if the call center is outsourced).

Having a Calm Demeanor

Remember that angry and frustrated customer we talked about earlier? We get calls from frustrated customers all the time. So, the ability to maintain a calm and confident demeanor as an agent is one of the most important qualities of the customer service job.

Cyndi warns of the dangers of letting the caller’s attitude rub off on the agent by saying, “If I’m as flustered and frustrated as the customer, or if I’m trying to shout over the customer, the call is going to go downhill pretty quickly.”

Reflect on Your Own Experience

“All of us can think of a customer service experience where we feel that it wasn’t handled very well,” Cyndi says, “And when we go through training, we ask our agents to think about that. What made you feel like that wasn’t a good experience?”

If agents put themselves in their customer’s shoes, it is easier to empathize and help resolve the issue. Again, consider their frustrations and needs, and remember a time when you felt the same. How would you like to be treated?

Here at The Connection®, we put our agents through rigorous training to make sure they completely understand the client they’re representing and they have the aptitude to handle the varying types of callers. Learn more about our training process!


Publish Date: December 7, 2018 5:00 AM

2021 Buyers Guide Recording


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

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.


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.

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.


Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
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.

PCS Software

Call recording solution fully integrate to all main pbx solutions.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.

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Benefits of Outsourcing Your Appointment Setting ServicesJanuary 30, 2020 5:00 AM
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