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Customer service is all about the experience contact centers create for their customers and prospects. The conversations happening between agents and customers via various communication channels leave a tremendous emotional impact on customers. Unfortunately, there is no cheat sheet available with set rules that can make the magic happen over conversations. But of course, there are some dos and don’ts that can convert even the negative discussions to a positive one. The thumb rule for making any conversation a significant interaction is by using positive words. Let’s dig deeper into the various communication stages and phrases that work great.
Greeting statements need to be effective. These statements kick off an engaging conversation between company/agent and customer. It can be of various types depending on the scenario, environment, and time of the day. Also, you need to keep experimenting with greetings to keep your customers engaged. A monotonous opening can be dull. Here are a few parameters to consider when you create your next greetings
“Welcome to [COMPANY NAME] Customer Service. My name is [NAME]. How can I help you?”
“Welcome back! How have you been?”
A single line from a customer with incomplete information regarding a query gets challenging to reply to. So, you need to drill a bit deeper with the help of positive words and understand the customer’s pain points. Make sure you don’t sound annoyed and maintain your patience during this question and answer process. Else the customer might get angry. Some things to consider are
“Definitely sir/mam, I can help you. It will be great if you can tell me a bit more about…”
“I can certainly help you…”
Now, that you are clear on the query but you lack proper information to address it or are unable to offer what the customer is looking forward to, it is necessary to acknowledge the customer first. Remember, no one wants to hear a straight ‘no’ for anything. Understand the criticality of the situation and mold the words accordingly. Consider these points
“I understand the issue. I will surely send you an update by…”
“I completely agree with you, but instead, we can offer you …”
There are times when you need to instruct the customer to perform a task over a call and complete the process. Of course, this is to help the customers but it is necessary to sound polite and not dominating. It should appear as you are handholding the customer, else dominance or straight instructions can make you appear bossy to the caller. Remember these points
“All you need to do is to…”
“It is simply a two-step process that requires you to …”
It is impossible for you to offer the best experience to all your customers across channels. It is but evident that dissatisfied customers can share negative feedback or frustrating messages for you. Instead of reacting instantly and rudely to them, understand your customer’s situation and assure an update if not a resolution
“I am sorry about that. I can understand how frustrated you would be. I will certainly consider your feedback and update you by…”
“You are our valued customer and we are happy to have your feedback. I will surely pass it to our managerial team …”
After resolving the query, you cannot only say goodbye. The ending note leaves a lasting image of your business on the customer. You need to inform people of the next steps and assure a pleasant journey for the future. A contact center solution, agent scripting, can help here. This will increase the chances of repeat customers.
“Thanks for calling [company name], in case of any other question, please feel free to call us again.”
“Thanks for calling [company name], if also have [xyz offer] for you. Would you like to consider it?”
There are times when you have to deal with various kinds of angry customers from abusive to threat-maker. In such a scenario, it is essential to rule-out phrases or words like nope, it’s not our fault, sorry it’s a part of the process, etc.
Remember the positive phrases can eliminate the harmful elements from the conversation. In addition to tonality, agents’ script, training, and updated contact center software can make customer and agent interaction impactful and create a personalized customer experience.
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