Call center agents are your company’s front line when it comes to customers and potential customers calling your business. The impression your agents make over the phone can greatly influence people’s impressions about your business. If they give the wrong impression, you could risk losing a long-time customer or discovering a horrible review online later.
Providing outstanding customer experiences does require understanding the proper telephone customer service dos and don’ts. Let’s look at a few of the more common ones all call center agents should be practicing every day:
- Do greet the caller in a cheerful and inviting manner. Even upset callers will have a hard time staying mad when greeted in a pleasant manner.
- Do use the caller’s name once you have obtained it. Addressing the caller by name puts the person at ease and makes it easier for him or her to open up.
- Do listen to what your caller is saying. You need to find out why the caller has called and the only way to do this is to listen.
- Do use exploratory questions to get to the heart of the matter. Sometimes callers may be vague about why they called, so you need to ask the right questions.
- Do take responsibility for the call. It is important to do as much as you can or are allowed under your company’s policy and to work the call through until its end.
Do remember to smile. Smiling is infectious, and callers can tell when someone is smiling, even over the phone.
- Don’t cut off callers when they are speaking. Cutting callers off is rude and can cause them to get upset.
- Don’t be dishonest with the caller. Saying you will do something or promising something you know will not happen is bad business.
- Don’t put callers on long holds. Be mindful when putting callers on hold and ask their permission ahead of time. Limit hold times and check periodically with the caller.
For help in ensuring your customers are treated with outstanding service whenever they call, please feel free to contact Always Answer at 1-800-606-9898 today!