Call agents play an essential role in customer support. They are entrusted with a demanding task of ensuring that customers are well appeased and pleased. Since they are at the front line of customer support, the call agents must adopt versatility in their approach to customer service. There is a myriad number of different situations and scenarios that may arise in a customer support exchange in call centres. Below is a list of 6 customer service skills that every call center agent should possess.
1. Clear Communication
Call center agents to handle a wide variety of customers. Therefore, the call agents are required to strike a balance between giving thorough answers, being approachable and conversational while using a professional vocabulary all at the same time. As a call agent, you should resist the urge to overdo small talk and keep the customer service exchange relevant and concise. Make introductions at the beginning of the exchange to give the conversation a human touch.
Patience is one of the most crucial virtue every call agent should have. A huge number of customers may be frustrated and angry when making contact. As a call center agent, you should give the customer a chance to explain his experiences or concerns fully and restrain from any negative reactions. When customers require a technical product or service explanation, calmly address the situation while keeping in mind that not all customers possess the technical know-how of resolving the issue.
It is very important to give reassurance and attention to frustrated customers. This may seem dramatic, but it is very crucial in addressing customer concerns. Display respect and consideration by not giving too many marketing or promotional messages.
4. Sufficient Knowledge About Products and Services
Among the essential skills that every call center agent should possess is the ability to understand and keep updated with all the important activities and products of his or her company. To better handle this concern, every agent should receive thorough prior training on what the company’s products entail and how they are used. The call center agents should be well prepared to answer or address any technical concerns on products and services by customers.
5. Attentive Listening
Agents should be willing to listen when a customer wishes to explain his or her situation in detail. Do not rudely cut off or interrupt the customers as they explain their experience with the company’s products and services. Customers may also have opinions or even outrightly reject the solutions offered by the call center agent.
6. Positive Attitude
Call agents must keep a positive attitude no matter how displeased or angry the customer may be. Reassure the customer by using positive language that upholds the brand’s trust and commitment to finding solutions.
Customer support skills should be continuously refined and learned to deliver the best customer service experience in call centres. To create long term brand loyalty, call center agents should be motivated and trained on the different skill sets they should have when dealing with customers.