![]() ![]() Instead, throughout this particularly memorable call, the caller didn’t pick up any verbal cues. The agent should have been trying to chat to me (the customer) like we were friends, to help me, rather than act bored and uninterested. It made me feel frustrated, as though I was not being listened to, and a little sad that other customers would also get this same service. I have experienced this as a customer and can safely say this does nothing to build trust. Maybe they sound half asleep or lack lightness, or have no humour, enthusiasm, or passion in their voice. Lots of awkward silences, but they don’t care. ![]() Have you ever had a call from a bumbling person not clear on what they want from the conversation? Only having part of the information, or not answering the customer’s enquiry, can damage the trust the customer has in you. I like to use statements that help the customer realize I’m taking ownership of their query, complaint or comments.īe honest and firm, but fair, as long as you have the knowledge and can help be positive in a situation while empathizing with a customer.Ĭustomers will recognize good service, thank you, and be more likely to tell their friends, so ensure you are representing your company and yourself well.Īlso, don’t guess, check your facts, and have the knowledge correct before you make your callback or email reply. What you say is a powerful tool to build customer trust and confidence in you and the company. Take Ownership and Be Careful Not to Overpromise To find out more about what to avoid in call scripts, read our article: 16 Mistakes to Avoid With Call Scripting 2. We did sound more human, and we didn’t get the phone put down on us as many times as we had in the past. We still had a lot of guidance on the calls but thinking outside the box helped to build customer trust, make the calls more light-hearted, and gave us a little more freedom. It also improved productivity in the business, opening doors to have longer conversations with customers and ask them other questions too. This experience helped me develop a more fun, enthusiastic approach, and also helped both myself and the other agents feel less daunted about answering customer emails. This included adding more conversational phrases such as: “Sorry it’s taking you a while to find your pen to write this down, while you’re looking let me know what your favourite band is?” or asking “what’s on the menu tonight?” if they mentioned getting dinner ready. ![]() I was then asked to work closely with the Director in relaxing the scripts to sound more human, more genuine and friendly on the telephone and also on the e-mail contacts. After trying these scripts and guides out and amending them as I went, I realised that the more human and personable I made them, the warmer the reception from the person I was calling, and the easier it was to build trust with the customer. I had the pleasure of working for a call centre a few years ago that took a very scripted approach. ![]()
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