1:59 AM
Vinay Singh
There are many ways one can improve customer service, mainly through service standardization, best practices and employee training. While many companies look for ways to increase sales, only few might actually be interested in retaining customers. When it comes to making big time profits, no one can underestimate the importance of recurring customers for more sale volume, as compared to just one sale to a single a customer each time. This loyalty can only be achieved if an excellent, memorable and welcoming customer service, accompanies core service or product. Just a satisfied customer is never as good as a truly delighted customer.
When you want to make a change to your customer call center service from being just satisfying to pleasing and delighting, there is obviously a more customer focused attitude that is required. More and more companies these days rely on call centers to cheaply provide standard customer service. Although this is a very cost effective method but the problem still remains that face to face interaction is still more reliable and trustworthy than the telephonic one.
Call center outsourcing services can be improved, monitored and used to your best advantage. Whenever there is a call for example, the customer agents can be asked to have a generalized short discussion to judge the tone of the person because a customer might just be having a bad day and the agent should know a few things before he can start his appropriate response. Call Center Service representatives should always make a good start; a good first impression at the start of the conversation which is a confident, dependable and affirmative one would make the customers feel that they have arrived right at the hands of a dependable person. It would also be very important to develop practices that encourage customers to call back again.
Rapport in call center service can be developed by catering specifically to the type of person of that person that you hear on the phone. For example if you hear an elderly person with very basic questions, or if you hear young, professional, questioning and a clear minded businessman, you would definitely respond differently in both circumstances. To a very young kid, you will respond differently than say you would respond to a lady. In call center outsourcing services, difference in the type of people is mainly that they require attention in different ways. It is an art in itself to understand how to respond to the versatile nature of the needs and concerns that these people have regarding the same service or product that you offer.
So basically you need to take the lead and learn how to explain the same information in various ways to people and master to improvise on ways to helping out in new occurring situations with the call center service. It would also be very helpful if you can speak very clearly, each phone call is like a separate presentation and agent`s voice tone for each call should be perfect so it provides best standard.
Summary: One of the best ways for an agent to respond in call center customer service is to try finding ways to predict the actual state of mind of the customers before response. Delighting customer service will bring your customers back because they will always remember you. It will do well for all if each customer is understood and responded to as a separate individual and entity so that they are more inclined towards telling you what they are actually feeling about your service.Article Source: http://EzineArticles.com/6660799
