As far as customer service is concerned, an effective communication is everything. Whenever customers get frustrated and reach to the point where they just want to leave the brand, at this time, support agents should use the right skills to make the whole situation calmer.
A quality support service always helps to win customers’ hearts. If you are doubting this, here is an amazing example of customer service that will surely clear the air:
A family staying at the Ritz-Carlton, Bali, placed an order of specialized eggs and milk for their son who was suffering from food allergies. After getting the delivery, they found that the order isn’t in an appropriate condition.
After getting a complaint, the Ritz-Carlton manager tried every possible way but failed to find the right items. At that time, an executive chef remembered a store located in Singapore that has all the items that resort (Ritz-Carlton) was looking for. So, the chef made a contact with his mother-in-law and requested her to buy the products and fly to Bali to deliver them.
With the help of chef’s mother-in-law, the Ritz-Carlton finally delivered the products to that family and left an unforgettable experience for them.
That’s the main reason why call center service provider in India, UK, USA and others always tell agents to provide support service in such a way that can leave customers amazed.
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Tips to Communicate More Effectively with Customers
Have a look at the below-given pointers that will tell how to communicate with customers positively during the interaction:
Introducing yourself at the start of the conversation has always been the most effective way to impress customers. This is so because whenever customers make a contact to avail the desired support service, they often want to know the other person who is communicating with them.
Therefore, it is imperative for support agents to give their introduction to customers during the interaction. In addition, it is significant to note that monologues must be avoided as these can make a negative impact on the CX levels.
In a nutshell, a short and sweet introduction is enough to bring a smile to customers’ face.
Use a positive tone with moderate speech rate
Call center service provider in India, USA, etc. often tell support agents to mind the tone while speaking with customers. This is so because your way of communication is the factor on which the quality of customer service interaction relies.
Using a positive tone in a personal manner could easily elevate the CX levels because customers always want to be assisted by experienced and courteous agents. However, the positive tone would only be helpful if it gets used with moderate speech rate.
High speech rate shows nervousness whereas the low one ruins the effectiveness of the conversation. Hence, it is crucial for support agents to maintain their speech rate. Besides, BPO firms should also provide a top-notch speech training in order to leave no stone unturned.
‘‘Empathy is a quality of character that can change the world.’’
It is true that support agents are generally supposed to eradicate issues during the customer interaction. Apart from prompt resolutions, there is one other factor that helps to establish the bond of trust and that is ‘Genuine supportiveness.’
This factor cannot be overlooked because 61% of customers only make contact via voice channel so as to experience the human touch. Henceforth, support agents should empathize with customers and make apologies from the company’s end for the inconvenience.
As a result, the CSAT score will be increased, which, in turn, leads to the buttressed brand image.
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Whenever customers approach a company regarding the resolution of product or service related issues, they want to be heard. So, it is vitally important for support agents to welcome customers to explain the issues. In addition, customers shouldn’t be interrupted when they are speaking as it could make them feel disrespected, which, in turn, may lead to the hassle of negative reviews.
In short, support agents should politely offer a solution once customers are ready to hear it. This will definitely benefit the business’s reputation.
Apart from that, a call center service provider in India, UK, etc. should also try to cultivate agents’ listening skills.