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:
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.
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.
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.
Publish Date: October 10, 2017 5:00 AM
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