Call center agents are at the
frontlines every day dealing with customers, making sure that they have the
support that they need for your product and service. If you use these agents as
part of your team, it’s important that they know how to communicate. Help them
succeed by showing them what effective communication looks like.
It always starts with the
greeting. How your agents begin the conversation often determines the mood of
both parties. Now, there are many ways to greet customers, but focusing on the
basics is a starting point. Agents need to call the customer by their full name.
Even something as simple as
pronouncing their name right goes a long way in keeping the customer in a good
mood. Addressing the customer formally, using “sir” and “ma’am,” also helps
because it establishes a professional relationship.
Keep a Positive Tone
Tone is everything for a call
center agent. No matter how heated the customer gets, make sure your agents
keep a neutral tone throughout the conversation. This is a challenge when your
agents first start, of course. Agents who keep a positive tone during this
stressful time, though, better their odds of diffusing the heated situation.
Communicating with customers is
not always going to be a walk in the park. Angry and irrational customers
sometimes end up on the other line, but your agents can diffuse the situation
by remaining calm and showing respect.
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