Consider this “Call Center situation”. Take a telephonic interaction between an agent and his customer using call center software solutions.
A Right Now study lays the fact that customers today are willing to pay 25% more for an interaction that gives a better customer service experience.
The same study also reveals that 73% of the customers admit that a friendly customer service agent will make them fall in love with a brand.
This means if an agent communicates such that he relates to the customer then there are bright chances that the customer will not only continue talking to him/her but will also like to do business with him/her. In order to do this, the telecalling agent should follow the top tips given below:
• Make introductions
Introductions are mandatory in a telephone interaction between a telecalling agent and a customer. The agent should personalize the communication by addressing the customer by a name, which is acceptable to him/her.
This becomes mandatory in a sales process, which uses outbound calling software because the customer needs to know about the brand name of the product/service and the identity of the agent speaking on the phone.
• Use a positive tone and language
As already elaborated above, customers are more likely to engage with telecalling agents who are friendly with them.
The customer service agent must use a genial tone and service-oriented positive words. The best call center software will only help create that atmosphere since it also allows the agent to view any available client details and historical interactions for better dialogue.
Examples of such words are “I would be happy to assist.” “Is there anything else I can assist you with?”
• Avoid any words that show doubt or negativity
Everybody likes to do business with a positive and knowledgeable person. The more questions the telecalling agent answers from the customer, the better he will make the latter feel, about the product/service.
He will be creating an atmosphere of trust in the conversation between the telecalling agent and the customer. The atmosphere will become more cordial if the telecalling agent uses an effective tool like a quality cloud contact center software to communicate with his customer.
The agent should avoid the use of negative words and words expressing doubt. Examples of such negative words are “That’s not something I can help you with.” “I don’t know about that.” Words are important even if a telecalling agent is using sophisticated outbound call center software.
• Empower the customer
It is necessary to show the customer that he is important and that his grievance is being heard with utmost attention. This can only be done by the words like “That’s exactly right,” “That’s a good question.”
It is necessary for the telecalling agent to show respect and humility towards the needs of the customer by getting to know his likes and dislikes from the data stored in the cloud customer service software.
• Explain clearly and check for understanding
When offering a resolution to the customer’s issue, telecalling agent should use simple language and be as direct with the customer as possible.
Again, using modern tools like the best telemarketing software help because any earlier conversations are available for review as well as a record of earlier transactions.
Even if it is the first time, the various tools and features that a modern telemarketing software has, such as omni-channel capability, recording responses easily, sending information immediately via a multitude of options such as email, SMS, presentations (etc.) help in serving the customer better.
Ask the customer if he needs any clarifications and be patient and apologetic if the customer does not understand the solution the first time.
• Show empathy and gratitude
Profitable telephone interactions happen in a call center only if the telecalling agent can relate to a customer. The customer service agent can make this possible by using empathy when the customer expresses his or her grievance and gratitude when he gives out personal information.
The telecalling agent can win the trust of a customer using sophisticated customer contact center software solutions when the interaction is cordial and friendly. This can be created with polite words, and a service-oriented attitude. And this is best communicated through robust and supportive call center software.
All said and done, the key to effective customer service communication is in putting the customer first. In addition, Robert Conlin has said in his book “How to get people to do things”
“To the degree you give others what they want, they will give you what you want.” With the advent of cloud customer service software, vast amounts of data can now be handled by a call center, which in turn helps the telecalling agent service the customer better.
Moreover, tools are getting more sophisticated to enable the agent to provide superior and quick service.
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