The very first thing that comes to mind is politeness, we will take it as an axiom of any telephone conversations. No one likes it when someone raises their voice, shows country wise email marketing list aggression or is simply rude.
A good option would be to listen to yourself from the outside – just turn on one of the calls. How do you communicate with the client? Imagine that you got to such a specialist – is this a good experience from the client’s side?
The second important factor is whether all the client’s questions the client keeps making unrealistic demands answer. When a person calls any company, he has a request. To make an appointment, to fix something, to find out some information. It is very important that the client gets what he ask for.
Be polite, put yourself in the client’s shoes, help resolve the issue – that’s half the battle!
Greetings and introductions
The greeting sets the tone for the entire conversation, so it is a must. What mobile database is at the discretion of the company or the specific employee. It can be an informal “Hello” or a sophisticat “Good day”.
It is good manners to introduce yourself and ask the name of your interlocutor; these are small things, but they create an impression of the company.
Pauses in conversation
The conversation should be l by the employee, not the client, so all pauses should be “play out”. If you ne time to check some information or you want to clarify something with another employee, do not suddenly disappear and do not leave the client in silence. You can ask the client to wait on the line or offer to interrupt the conversation and contact later.
Did you think about the client’s words during the process? Be honest, say that you ne to think about this particular moment – do not let the client lose you or think that the connection was lost because of your silence.
Terms
In any field of activity there are specific words, technical terms, unique designations – remember that the client may not know them. If possible, avoid such words, but if necessary, ask if the client understands the term, explain its meaning if necessary.
Thoughtful sounds and filler words
Clear, understandable and literate speech is a huge advantage for a call center worker, but there are little things that can very easily spoil the overall picture.
It is difficult to notice your filler words when communicating with a client. It is best to listen carefully to several of your calls and write down the words that you repeat. Filler words can be absolutely different, we have encounter:
- So;
- That is;
- Tube;
- and many others.
The problem here is that the notorious “tube” is repeat several times during a minute of conversation, even where it could not be us.
If you have found such a sticky word in yourself, it is time to work on it. First of all, find synonyms for this word, write them on a sticker and stick them in a visible place during work. Try to talk to clients more thoughtfully – pay attention to the wording, do not use this parasitic word often. On average, you can get rid of one or two such words per week, but some will take more time.
Thoughtful sounds are a whole complex of various sounds that the human vocal apparatus can produce. They usually sound like “aaaaaaa?”, “mmmmmmm” or “agaaaaaaaaa”, and are characteriz by their protractness and uncertainty. They add a note of thoughtfulness to the conversation and, in general, do not carry anything significantly bad, but if you overdo it a little, the client will get the impression that he is talking to an incompetent employee who does not understand anything.
We recommend replacing them with more meaningful phrases, such as: “Understood”, “This is a complicat case”, “Let’s solve this issue together” – the phrase should be appropriate. If you are not sure that you understood the client, rephrase their problem: “Am I right in understanding that this functionality does not work for you?” – the client will either tell you where you are wrong or confirm your guesses.
Parting
Agree – it is impolite to simply hang up. There must be a farewell, just like a greeting – this is one of those little things that affect the company’s image in the eyes of clients. What kind of farewell will be – is also at the discretion of the company or employee. For example, we always ask if the client has any more questions – very often it turns out that there is one more question. This way we resolve all issues in one conversation and are ready to resolve the tasks of the next client earlier.
