Customer service strategies are increasingly relying on inbound call centers to process customer concerns or questions. There is a range of issues that call center services can provide some of the more common including order tracking, billing or payments, customer care, technical support or inbound sales. The individuals who work in these centers act as representatives for the company whose calls they receive, making it important that each interaction be professional and favorable. Here are several things to remember when acting as a customer service representative.
1. Encourage Positive Conversation
Regardless of the nature of the issues being brought, work to keep the conversation light and positive. Avoid complicating the situation or distracting the customer from the reason they called. Don’t use words with negative connotations; keep words like don’t, won’t or can’t out of the conversation.
2. Strive for Accuracy
Even if the answer isn’t going to make the customer happy, never try to mislead the customer or omit information. Make accuracy a component of the conversation and provide the correct information during each call. Failing to be honest and transparent creates confusion, anger and mistrust with the company.
3. Maintain the Lead
Assume control during the conversation, regardless of how the customer is acting on the other end. The conversation should be focused and have a purpose, and things will get out of hand quickly if the caller is able to manipulate the representative or the call. Oftentimes, the training protocol for call centers involves open and close-ended questions delivered appropriately to lead the conversation in a particular direction.
4. Meet the Quality Standard
There should be a quality control program in place at a call center, and this ensures that all customers are treated courteously and professionally. Strive to hit or exceed these standards when taking calls, as it improves the reputation of the brand you represent.
When representatives at inbound call centers apply these tips, customer conversations go more smoothly. It also benefits a company’s reputation.