Posted by Caren Brenman on Mon, Sep 14, 2009 @ 09:17 AM
Some rules on customer service…
A customer service agent in a call center has three core tasks to adhere to once they strap on their headset: answer the call, discuss the customer’s issues, and resolve them satisfactorily. How they execute these actions is what makes the difference in their job and the customer’s take away feeling of engagement from the experience.
Below are five call center agent customer engagement rules:
- Every person that calls is a blank canvas of impression. Their need may be specific, but how you make them feel is up to you. You’re the ambassador of your company but also of yourself, leave them with a positive experience, it will make you both feel good.
- This person has a life outside of their call. They have jobs, kids, a refrigerator on the fritz or a hangover left from their 10th year high school reunion the night before. So always remember that it is another human being on the other end of that phone just like you.
- People will scream. They’re going to want to let you know in 1,000 different ways why they were wronged and yell about what you need to do to make it right. When confronted with anger, make your tone soft, calm, steady and keep repeating that you will do all you can to help them. When they see you’re not rising to their anger level, they usually calm down and you’ll have a good feeling from diffusing the situation.
- Be yourself, but your nicest self. Paula Abdul didn’t act like a traditional judge on American Idol but she became popular and endearing by bringing her own spacey, quirky sweetness to the show. By bringing your own brand of humor and compassion to your job, you won’t feel like you left your true self at home, and this ensures that the caller and you can have an enjoyable connection while you’re taking care of them. Having daily pleasant and fun interactions is always a great incentive to show up for work the next day.
- This work doesn’t save lives but it is a service that makes a difference. When you successfully satisfy a caller the impression is long lasting. This means it’s good for your company and good for you, both professionally and personally.
So let’s face it, these rules can also apply to all our dealings. Be nice, be human, be calm, and create satisfying connections in all that you do. Now excuse me, I have a call coming in.