Even though the meaning and explanation of excellent customer experience are changing every day, but one point remains constant: skilled agents. The customers demand authentic human experiences, and so it is necessary for every business organization to hire agents with proper skills. With the aim of providing excellent customer service, you will be required to master appropriate the art of providing optimum service. As a call center agent, you are entrusted with the task of pleasing and appeasing customers. You are required to be versatile depending on the complexity of the situation.
As opined by Creaghan Harry, there are a few sets of skills that you need to master so that you can deliver the best service. The following will help you to learn the call taking abilities and assist you in becoming a successful agent.
Patience:
The first and foremost essential to exceptional service is patience. As an agent, you need to be a patient listener so that you can understand the situation entirely. Being patient is essential especially when the customer is frustrated. You can easily satisfy a customer after you have noted down his problem and then provided the appropriate solution.
Strong communication skills:
The ability to communicate well with the customers is vital. You should be able to speak gently and confidently at the same time. There should be a balance between professional attitude and friendliness while you are dealing with a customer.
Critical thinking:
It is not possible for you to think ahead of time about how a call is going to end. The situation may turn complex, and so it is required for you to have the skills of critical thinking. For example, you must know when you are required to consult your colleague or when to offer a voucher as a pleasant gesture.
Empathy:
According to a study by Creaghan Harry, 70% of the customer’s close ties with a brand due to poor customer service. You should understand the point of view of the customer as well besides keeping in mind the convenience of the brand being sold. You will be regarded as the best agent after you have developed a rapport with the customer.
Retention of knowledge:
You must be able to retain knowledge in the fast-paced environment of the BPO sector. You should remain concentrated throughout the training process as well as while taking calls. Thiswill help you to remember information such as company policies, products even when you are under pressure.
Accountability:
A customer might get easily dissatisfied with a particular individual or department. Being on the front line of customer service, you must show accountability by apologizing on behalf of the brand. Being accountable will help you to win customer trust.
Offering a proper solution as well as accepting your mistake is important to restore customer confidence. You will be easily able to master the customer service skills with confidence with proper training and with the support of managers and peers. To deliver the best service possible, these qualities are essential.
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Creaghan Harry - COO - Procall.com In Florida 