Call center, we all aware of the name and performed service by the call center, to provide service to business’ customer. Service provided by the representatives of business, who are the true face of the company in a realistic manner. How they treated with customers, what would be their attitude to talk, how they concerned with business’ customers, all reflect on business.
“The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and pay you.”- Derek Sivers.
Below is the top 10 call center etiquette excellence for business. Representatives and executives should aware of when they are addressing with customers.
GIVE CUSTOMERS A WARM WELCOME
When a customer calls in and connected with the agent, he should warm welcome to the customers on the other end. A professional welcome and greetings with help you attain your customer confidence and your customer will find you happy and more loyal to receive him. On the other end, some of the reps offer some extra warm welcome which automatically converted into fake welcome for instance: “Hi Mr. Robert, it is a sunny day here in New York and hoping this day comes with a shower of blessing”.
LISTEN CAREFULLY WHAT CUSTOMER WANT TO SAY
Customer calls to you (reps) to share his problem or they want someone to share the reason for their worries and today it is you. Your warm greetings will help your customer to get in confidence and he easily shares his problem with you. So listen carefully what he wants to without interruption in the conversation.
USE POSITIVE BODY LANGUAGE
Representatives think they are smarter than any, maybe they are right but the body language of your agent describe everything what you are and how you are pretending. Your agent’s voice tone will define either he is in a boring situation or take an interest in the conversation.
THINK POSITIVE AND USE POSITIVE
Your single word with positive gesture will help your customer to get freedom from his problem or at least some satisfaction from this side, same of your one bad gesture or word deliver to them, it effects on your business and sale too.
HANDLE ANGRY CUSTOMER WITH CONFIDENCE
In customer center, agents are the front desk operator of your company and deliver the sense of your business, if they have less confidence is talk, gestures, language and to deliver your product message, definitely, you will have to change your representatives. Some customers have anger over your product and service if your agents have confidence in his language and know how to handle angry customer and convert him into cold. Told your angry customer, “I know how awful you are feeling right now and I will help you to overcome this situation, but after you calm yourself”.
BE COMPETENT AND PROBLEM SOLVING EXPERT
Customer calls you with the problem and hopes to get rid of it if you taking long to solve the problem then his or her, definitely, it will bad impact on customer about your service. Customer’s time is precious and your times too. Don’t take too long to solve the customer’s problem. If you are not compatible to solve it then transfer your call to any other department of agent—whose you think more competent than you.
INFORMED YOUR CUSTOMER BEFORE YOU ACT
Customers have no more time to waste if you face some problems for which you are not compatible to solve, don’t waste your customer as well your time, transfer your call to another department or agent whom you think compatible to solve this problem. But another essential thing—informed your customer before you take action for your customer. “Sir, I know someone who is more compatible to solve your issue, so I am going to transfer your call to another department; it takes some time to tell him about your problem.” This will ensure your customer that you are loyal to them and try to fix his problem as well.
SHOW YOUR INTEREST IN CONVERSATION
Your interest would be clear in your words, your way to communication and question answering method and also declare you are not interested in talk. Feel your customers they are worthy and have importance for the company as well. It will be shown because of your interest in them.
BE FLEXIBLE FOR YOUR CUSTOMER
Customers of your company feel proud and offer their loyalty to your business if your representatives will take some more steps to help them. Walk some extra miles to fix your customer problem.
SEE OFF YOUR CUSTOMER WITH SMILE
With the same passion, you receive your customer’s call, with the same passion and honor see off your customers with a smile on your face. It is true that your smile will never show your customers but feel by your expressions and voice. Before the cut, your call, offer them to contact again and see them soon.
Customer care center or call center has the same track where they serve their business’ customers and offer them services to fix their problems, reps offer their services to increase their sale too. There are many rules on how agents efficiently and effectively tackle the problems of customers and how they behave them. This article defines some of the etiquette excellence in the way to serve customers.