Working as a call center representative isn’t always easy. If you’re new to the profession, it might help for us to remind you that the name of the game is great customer service. It doesn’t matter if you’re running on little sleep during your night shift, or having to deescalate disgruntled callers. You have to provide outstanding customer service, no matter the circumstances. With this in mind, here are a few customer service tips for new call center workers.
Learn the Customer’s Name
You should begin every call by learning the name of the individual who is calling. One of the great perks of call centers is that they provide an opportunity for a business to showcase their personal side. Just doing something as simple as addressing the customer by their given name can go a long way toward making the phone call a warmer, more inviting transaction.
Acknowledge When You Don’t Know Something
Many new call center workers are under the impression that they have to learn every last bit of information about the product or service their employer provides. This is a noble goal, but this isn’t always realistic. As you gain more experience, you will gain more knowledge as well. But even after a few years on the job, novel situations are bound to occur.
When this happens, it’s okay to acknowledge to the caller that you don’t know the solution to their problem. But you have to guarantee that you will find the solution for them as soon as possible, and follow up with them. It’s always better to acknowledge that you don’t understand something than to take a guess and end up being wrong.
Practice Good Note Taking
When someone calls into a call center, the last thing they want to do is to have to repeat themselves. One of the most helpful customer service tips we can give you is to take thorough notes. If you make a customer repeat information for any reason other than clarification, they will feel that you are not listening to them, or—worse—that you don’t care. This is a good way to end up with an escalation.
Leave Your Emotions Out of It
It is true of many professions that you should leave your emotions out of work. This is especially true if you are a customer service representative. You need to maintain a positive attitude at all times in order to provide the best customer service possible. You are bound to end up with your fair share of escalations from disgruntled callers, but you have to maintain your positivity even if the person on the other end of the line does not.
Contact TeleRep Today!
If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.