Call center agents are the bridge between the business and its customers. Since customer service representatives are the voice or the face of the company, it is safe to say that it is good to maintain practice on good customer service and improve it when necessary.
With the standards in business process outsourcing (BPO), the successful customer service representatives have good problem-solving abilities, takes pleasure in assisting others as well as the excellent communication skills. In being a good customer service representative, it simply involves honing these characteristics.
Service with a smile! Even over the phone. By smiling makes customers feel somehow happy and this will help them and, as cited by Science Daily, respondents can hear a smile over the phone.
It pays to listen carefully to what customer says. Note down in paper what the customer is talking so not to miss out on details. Recap and verify the information in order to make sure you have it right.
Answer to rudeness or complaints from customers with a positive remark and helpful demeanor at all times. Always place yourself in the customer’s place and let them know that you understand their situation as well as frustration.
Give to the customer all of the information and let them know of the next steps if there’s any. It is by informing the customers of the process prevents miscommunication and confusion. Be honest and tell the customer as soon as possible if you cannot answer or grant their request or if you can’t help them as of the moment. Let them know of the escalation process and never waste yours or the customer’s time with problems or issues that you cannot resolve.