May we help you to become a better customer service executive
Customer service representatives connect the dots between the organization and customers. They are backbone and key strength of Call Centers. Customer Care Support should be laced with inherent verbal and interpersonal attributes. These skills could be polished and nurtured with consistency and practice. The executives of call centers could fare better and tactfully if under mentioned points be followed.
1) If you are dealing with angry customer, don’t go in defensive mode. It’s better to be receptive and let consumer vent away his feelings. This would help him to cool down and calm for a rationale communication.
2) In a general perception, customers feel that executives don’t understand or show concern to their requirements and problems. So, rather being just a mechanical voice an executive should be honest and really listen to their callers.
3) If customers are angry due to some problem in service feel sorry for the inconvenience and ensure the as sooner as possible resolution of it.
4) Customers call you because they need help. They don’t care a fig about your personal issues or family problems. You are accountable for their satisfaction. Your lack of motivation or lethargy can cost company clients and money.
5) Customers are humans after all. With different personas and temperament, they just ask you a question about a service they want to invest in or are perturbed about it because of the problems they are facing for smooth operation. They don’t want to listen to a voice which is sully, dull or boring to the edge. Even though, you are on phone your smile is infectious. Be sincere and initiate a positive conversation.
6) Try to read between the lines. Understand what your caller wants to say? Is he annoyed or is he become illogical and directing conversation on altogether different route. Lead the conversation so that it can become fruitful and conclusive.
A customer executive is the mirror image of the company. A company also should impart proper training, flexible schedules and adequate facilities to keep them motivated and charged. A five minutes break after a fixed time can refresh them with new vigor and vitality.
1) If you are dealing with angry customer, don’t go in defensive mode. It’s better to be receptive and let consumer vent away his feelings. This would help him to cool down and calm for a rationale communication.
2) In a general perception, customers feel that executives don’t understand or show concern to their requirements and problems. So, rather being just a mechanical voice an executive should be honest and really listen to their callers.
3) If customers are angry due to some problem in service feel sorry for the inconvenience and ensure the as sooner as possible resolution of it.
4) Customers call you because they need help. They don’t care a fig about your personal issues or family problems. You are accountable for their satisfaction. Your lack of motivation or lethargy can cost company clients and money.
5) Customers are humans after all. With different personas and temperament, they just ask you a question about a service they want to invest in or are perturbed about it because of the problems they are facing for smooth operation. They don’t want to listen to a voice which is sully, dull or boring to the edge. Even though, you are on phone your smile is infectious. Be sincere and initiate a positive conversation.
6) Try to read between the lines. Understand what your caller wants to say? Is he annoyed or is he become illogical and directing conversation on altogether different route. Lead the conversation so that it can become fruitful and conclusive.
A customer executive is the mirror image of the company. A company also should impart proper training, flexible schedules and adequate facilities to keep them motivated and charged. A five minutes break after a fixed time can refresh them with new vigor and vitality.
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