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3 ways you can improve your phone customer service - Zent.io - ContactCenterWorld.com Blog

3 ways you can improve your phone customer service

Phone customer service is still the most important channel, this is because there is direct contact between agent and customer. The customer can hear the agent and feel his emotions, willingness to help…  That is why it’s so important to be at the top of your game in phone customer service. Here are some tips to improve your talking skills:  

1. Keep it natural

Although being an agent in customer service might seem like a job where you have to follow a script and cannot stray from that path, sometimes straying from the path is the best option. The script should be like a guide, like a map you can always rely on to find your way. The problem is that it you just use the script you run the risk of sounding like a robot and displeasing the customer. If the customer feels as though he is talking to a machine, he will get the feeling that he is not being listened to. You have to remember you are talking to a person, so keep the conversation natural and flowing (always being polite of course). Once the conversation flows the problem will be understood much sooner and therefore solved quicker.

2. Keep it light

Although you, as an agent know that this is your 57th customer of the day and that you are very tired drained, they don’t know that. They will expecting your 100% and it is your job to give it to them. One of the best things about customer service is being treated by someone who is bright and friendly, who you trust to communicate your problem to. Even if some days are harder than others, your tone must never change because it’s one of the key things that can sway the scales of the opinion of the customer one way or another. A piece of advice to be able to do this is to think of the customer not as customer 57, but as an individual person seeking your help.

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3. Keep it updated

Even though tips and pieces of advice will no doubtedly improve your customer service, nothing beats a good feedback from the customer. The client has is the best person to tell you what you need to improve because he is the one that has experienced your mistakes. Asking for feedback is a must although you might have to be warned in advance that people usually give more extensive feedback when they’ve had a bad experience than when they’ve had a good one. So you may want to ask for general feedback or more specific questions.

Source: http://www.zent.io/blog/3-ways-you-can-improve-your-phone-customer-service/

Publish Date: October 10, 2017 5:00 AM


2020 Buyers Guide Recruitment Products/Services

 
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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

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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

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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

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