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Proper Call Center Etiquette for a Productive Customer Service

By Sonia Roody Subscribe to RSS | April 21st 2012 | Views:
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What people tend to think of a call center is that it’s a specific company designed to answer calls and questions of inquisitive individuals who have nothing to do during the wee hours of the morning. It’s lopsidedly true though, but a call center offers more than that. A call center is responsible for the handling of customers who have problems with a specific business’s product or service.

Business owners find it essential to have a centralized call center office. Its workforce comprises of talented agents and representatives who are trained to answer calls and provide assistance to a variety of concerns. Call centers are considered to be the bridge between the company and the customer. To business moguls, customer feedbacks are essential.

If you own a business, it’s important to have agents who are trustworthy and patient to talk to customers who are having problems with your products or services. You want to build a solid relationship between you and the customer, and a call center agent will provide just that. Here are useful etiquettes you might want to adapt for a better and excellent service:

Courtesy. It’s what counts in the business. You want your customers to feel appreciated, and the agent will be the initiator of that. Listening to the client’s complaint without interrupting him is a form of respect. Saying the words “please” and “thank you” are simple ways to be courteous when entertaining calls. This attitude should also be extended to co-workers.

Answering with poise. Every call center agent must be highly trained to answer questions effectively even when under pressure. It’s the responsibility of the agent to know the company’s policies to be able to give accurate information to the client.

On holding and transferring calls. If it’s a necessity to put the client on hold or transfer him to another department, make sure to notify him before actually transferring the call as a form of courtesy. Clients hate it when get transferred without prior notification; they tend to get confused and irate whenever this happens. The call center agent has to make sure that before leaving the call to another department, the two parties have already established that they will be talking with each other.

Small talk and smile. The call center agent must make the client feel comfortable by practicing small talk, as this can build rapport between the two. It’s also advisable for the agent to smile – although he can’t be seen by the customer – as smiling can put the agent in a positive mood. Visit ehow.com/info_8224254_telephone-etiquette-call-centers.html for more information.

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