BEING CLEAR AND

POLITE

Explain information clearly

Why many agents have difficult providing clear explanation?

Agents often have difficult in providing clear explanations because they need to give the customer information in a way that is often different to the agents´ first language.

English speakers tend to speak in a linear and logical manner. They also expect questions to be answered directly and instantly. They dislike answers which are

seen as avoiding the questions or ´´beating about

the bush´´.

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What is a vital part of

providing good service? Many call center interactions are

focused on explain policies or procedures and providing information about services and products. If a customer calls with a problem or is confused about a product or service, giving him/her clear explanations is a vital part of providing good service.

Call center interactions are

focused on:

Practicing direct logical explanations is a very useful skill to help you to attain customer satisfaction.

Putting the customer on hold Write 3 statements (phrases) to use when

you are putting a customer on hold?

1) Tell the customer that you will put him/her on hold. Say why and for how long.

2) If it is taking longer than you anticipated, go back to the customer an let him/her know you are still there and working on the problem.

3) When you return, thank the customer for holding on and deliver your message

Dealing With

Problems

Active listening What is checking information in active

listening?

Being a good active listener is an essential skill for a call center agent, especially when the customer is feeling anxious, frustrated, or angry.

Active listeners listen and respond to the content, the context, and the hidden meaning of the communication.

1. Give the caller your undivided attention. Concentrate and focus!

2. Put yourself in the caller´s shoes.

3. Listen for feeling!

Tone and non verbal clues like silence, laughing will help you to

determine the meaning.

4. Respond frequently so they know you are listening attentively.

• Write 4 tips for active

listening

Rule 1: acknowledge how the customer is feeling.

This communicates to the customer that you have listened and understood his/her emotional state:

What are the 3 rules for an active listening?

Rule 2: make sure you understand exactly what his/her point of concern is. Paraphrase or summarize the point of concern to check understanding

What are the 3 rules for an active

listening?

Rule 3: take action. Clearly explain what your next steps will be in resolving the issue

Friendly or furious

What are the steps at responding to humor?

Responding appropriately

Building relationships

Defusing anger communicated through humor

Why an agent has to pay attention to the voice tone in a

phone call?

The tone of laughter and humorous comments will

usually give away the caller´s feelings. If the tone sounds annoyed, but the words are friendly, trust the tone!

Why an agent has to take into consideration the

context in a phone call?

Sometimes this can be confusing because when saying the same phrase, a slightly different tone can mean the difference between friendliness and fury (expressed through sarcasm).

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Handling complaints

What to say - What to expect

Write 10 useful sentences at handing complaints.Person Calling

I´m calling to make/ register a complaint.

I´m not satisfied with the service.

This simply isn´t good enough.

Can you tell me what´s going on?

Can I count on that?

Person Called

One of our suppliers has let us down.

It looks as if there´s been an error at this end.

I´ll have to look into this. It´s obviously a major

slip-up. I´m afraid the repair

center is running.

Keeping control of an

aggressive call

Write 5 dos and don´ts about

keeping control of a call

1. Listen carefully to the caller´s complaint and understand the cause of the anger.

2. Acknowledge the caller´s anger saying: I can see why that would be frustrating.

3. Empathize with the caller. This will to build solidarity with your caller because

you are sharing his/her emotion.I would be upset too if that had

happened to me.

4. Apologize in an appropriate way. If you or your company has made a

mistake, it is very important to apologize for it.

I´m sorry that happened to you.

5. Once you understand the problem and have reacted appropriately, you should take control of the situation by defining your role as a problem solver. Then focus on the

purpose of the call. I´m sorry that happened to you, but I´m here to help put it

right, so let´s…

Saying No

How can you act when you have to refuse a customer request?

As a call center agent, you will sometimes have to refuse customer request. It is important to make clear that it is a refusal, while remaining polite all time. For example:

I´m afraid that isn´t something I am authorized to do.

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