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Common Call Center Customer Courtesies

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Call-center agents have mastered some phrases that generate congenial relations with clients even if they are miles apart and “see” each other only through the telephone. Spoken in genteel and courteous manner, these statements bring rapport with the customers and are well appreciated in the long run.

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Thank you for choosing (product or service).

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May I have your name (or account number or other identifying distinction), please?

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This is (agent’s name) speaking; how may I help you?

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We sincerely apologize for the inconvenience it might have caused you.

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Let us confirm if I got your problem correctly. You mentioned… (client’s complaint); is this correct?

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What we really need to do is…(instruction or suggestion)

May I put you on hold for just a couple of minutes while I check on the answer to your inquiry?

Thank you for patiently waiting. I have referred your problem to the higher level technical support, and they are on the other end of the line, ready to be of assistance to you. I am now transferring your call to them. Have a nice day.

We are only allowed to say that we are globally situated (when asked for the call center location).

Is there anything else I can help you with?

Again, this is (agent’s name) thanking you for choosing (product or service). 

Have a very nice day!

 

Quality assurance personnel require that the family name of the caller, properly addressed with the correct affiliation, be uttered at least once during the call. This is in addition to the countless sir’s and mam’s throughout the conversation.

 

 

 

Communication skills involve the following aspects:

Building and maintaining rapport
use of open questions, e.g. “How may I help you?”
Active listening
use of probing questions, e.g. “What brand is you computer?”
Effective questioning
use of closed questions, e.g. “Is it what you were getting?’ 

 

Some techniques may be employed to bring about this empathy with the client.

– greet with enthusiasm
– smile and show care
– stay focused, avoid talking fast
– get involved, pretend it is you
– use complete sentences, ask questions
– listen attentively, take down notes
– address caller’ name with the title
– use closed questions ( answerable by yes or no)
– meet customer’s requirement
– do not go beyond what is necessary

Staying courteous under pressure

– breathe slowly
– let customer have his say, identify stress signals
– pause to think before saying anything
– do not blame the customer, and offer to help
– do not retaliate, speak in calm and consistent voice
– social etiquette – say please and thank you
– accentuate the positive
– get enough liquid ready to drink
– learn to forget bad experience
– take a break

 

Experience with irate customers make better call-center agents; following are pointers on how to face this challenge:

– Choose not to be angry, or put it under control.
– If stressed and voice becomes raspy, mute the phone and clear the throat.
– Let the customer vent his feeling, even if repeatedly.
– Respond to the issue, rather than react to frustration.
– Set aside personal emotions
– Outline possible solution or alternatives.
– Preserve customer’s self-respect.

 

 

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