It’s no news that Happy Employees = Happy Customers
Employees and customers are closely linked; as what one does affects the other. Rude, aggressive customers will cause misery for employees and lower morale, while disengaged and unhappy employees cannot provide a good customer experience.
If you are a call centre representative, you’ll at some point find yourself assuming the roles of company representative, marketer, solutions expert or counselor – sometimes it can happen all at once – in one call.
These challenges aren’t for everyone; it takes certain skill sets and qualities to be an effective/ideal employee in a call centre. Here are a few basic skills you should have (or develop)to excel in your career as a call centre agent
In the course of interaction with Customers, eventually you might have to ask questions ot seek clarification. The way you ask the question and your choice of words can play a great role in shaping the Customers perception of the brand.
Customer Service is what almost every forward thinking institution/brand renders to their clients at their various contact points – the smile, the courtesy, respect, empathy and all the other Customer Service nitty-gritty.
However Delightful Customer service is achieved when the service received by the Customer exceeds his/her anticipated response from the company/service rep. it could be the really enthusiastic service rep who went the extra mile, or a surprise gift card, or coffee for Customers waiting for one service or the other, there are a lot of avenues to delight Customers.
However good your product or service is, the truth is that no-one will buy it if they don’t want it or believe they don’t need it. Knowing and understanding customer needs is at the center of every successful business and the key to giving them good service.
One of the most important factors in establishing brand loyalty is the customer experience. Building Customer loyalty is about more than just creating catchy ads and running loyalty promos –it’s about creating a positive experience every time the customer interacts with your brand.
There are 3 (often overlooked) things that can negatively affect Customer experience in your business