There are times when you as an unfortunate call center representative find it hard to deal with the irate customer. You have to tackle the situation somehow and there are a few magic tips which will come handy. Please go through them to outshine your team mates during a quality review.
1. Never even think of saying I don’t know
That is the last phrase that your customer wants to hear. It is just like turning up in front of a hungry salt water crocodile. You are a representative of the company who serve the client. You are obliged to serve him by any means the company allows.
2. Don’t just ignore customer’s issues
Whether the issue is minor or major, that is not the actual concern. The issue is your attitude towards the matter. You have to show your concern and that certainly will win the consumer’s appreciation. After all, customer support services are meant to deliver best possible assistance.
3. Discard “Trying” if possible
You cannot try anything when the particular problem is out of your bounds. Instead you can assure that you will connect to the concerned department or schedule the issue resolution as early as possible. He/she wants issue resolution at the earliest not vague promises.
4. Don’t betray your customer
Representatives who are trying to protect the company by trying to shove off the customers issue out of the bounds are really digging their own grave. Think about it, you gave the product or service to him. How can it be out of your boundary? You must support the clients without fail.
5. Don’t act as if you know the problem already
Haste will not get you promotion, it is the quality of service that you provide that earns you badges. If a consumer is returning with the same issue you can politely listen to his woes and then respond instead of hastily readying your script.
Don’t be the customer. Instead, let him handle his role. He already has his script ready. You just need to collect details regarding the issue and understand what he is telling. Again don’t play foolish by ending a conversation prematurely.
Inbound call center representatives must be very careful since there are no retakes during conversations. Perfectly handled calls are the difference between staying and leaving clients. These 5 tips will help professionals to be on track and serve customers well. Professional in any outsourcing company offering inbound call center services have to carefully follow these tips to gain best results.