The differences between call center agents with a great attitude for customer service and those whose attitudes need some improving are often very clear. Because the effects of both are going to impact your business, it’s important to not only look for certain traits in those you hire for the job but to also train people with certain behaviors in mind. The following tips highlight how to ensure your agents are successful at providing quality customer service.
The Ultimate winning traits when it comes to customer service.
- Knowledgeable Agents
Successful call center agents know the company and what it offers well. Make sure that your staff is sufficiently trained and updated regarding products and services regularly. An agent who is prepared to answer your customers’ questions will deliver memorable customer service.
- Organized Agents
Organized agents can navigate customer issues using the tools they are working with because they are set up and ready to be deployed.
- Rapid Response
Agents who provide a rapid response to customers are ready to take the next call as soon as they finish the one prior. This gives customers a smooth and pleasant experience when they contact your company.
- Attentive Listening
Successful call center agents are completely engaged in their conversations with customers, actively listening to the points they are making so they can provide solutions that match customers’ expectations as closely as possible. Making your customer feel like the agent’s number one priority is key in providing memorable customer service.
- Patient Agents
Call center agents must always be prepared to encounter frustrated customers. In these situations, being patient means allowing customers the opportunity to explain their situation in full, not reacting negatively to them, and calmly providing an explanation and solution.
- Clear Communication
Using industry jargon to explain solutions to customers can become confusing. Make sure to clearly communicate situations and solutions in clear, layman’s terms – keeping answers concise and as free of extraneous information as possible.
- Empathetic Interaction
Empathy is the ability to put yourself in another’s position to understand their viewpoint. An empathetic interaction with the frustrated customer involves reassuring them that their issue is understood, that it will be given attention, and the specific steps that will be taken to resolve it – as well as a timeline for doing so.
- Positive Attitude
Displaying a negative attitude toward customers will always have negative results. No matter how upset customers can be, agents must keep a positive attitude that centers on using positive language that reassures customers their issues will be resolved.
- Adaptable Agents
Because change is a constant factor in call center agents’ daily experience, they should have the ability to easily adapt. They need to be prepared to handle a variety of customer demands, switching between channels, and technical issues. Because each customer interaction is different, successful call center agents need to adapt quickly and go with the flow and provide the best solution possible for each customer.
Responsive Call Center’s team of professional and experienced call center agents knows what it takes to provide excellent customer service for your callers. Contact us today to discuss how our team can partner with your brand to provide memorable customer service experience for every one of your callers.