By just saying, ‘I do understand how you feel about this’ or ‘I do apologize for the inconvenience caused to you’ is a clear empathetic way of being involved with customer’s emotional state. Empathy is preferable to sympathy for two reasons:
It would wear you down emotionally if you got involved with each new problem you face every working day.
You need to keep that distance to be effective and to think of various options and solutions.
Donny’s Pizzas
Agent Thank you for calling Donny’s Pizza’s. This is XYZ speaking. Would you like to try our deep crust Pizza, the latest addition to our menu?
Customer Hi XYZ this is Tom here. I had placed an order half an hour ago and it still hasn’t arrived. What’s happened to your instant delivery?
Agent Am sorry Tom. May I have your phone number, please?
Customer Sure, that would 345123.
Agent Thank you Tom. May I place you on hold while I check your order?
Customer Yup but please make that fast.
Agent Thank you for being on hold Tom, I’m sorry but there seems to have been a slight mix-up. The order was on its way to 30, Sherwood Avenue, instead of 34 New woods. I’ve communicated the right address to our delivery person, and it will reach you any moment.
Customer It’s too late now, I’m canceling it!
Agent I do understand your anger, Tom. I can see that you’ve placed a large order and can imagine the inconvenience this has caused you. I sincerely apologize for the mix- up and delay. But if you reconsider- you are entitled to a 50 per cent discount on your bill and a cold can of Coke, compliments of Donny’s Pizzas. Will you reconsider, Tom?
Customer Ummm. Okay. But you guys better buckle up!
Agent Sure, Tom. Thank you for ordering Donnys Pizzas. We hope you enjoy your meal.
Acknowledging and enjoying Compliments
It is not true that the agent gets only negative responses from their customers. Most customers appreciate the agent's efforts if the issue is resolved without too many hiccups. The agent should know how to respond when he is complimented
If the customer says ‘Thank you so much for your assistance’.
Agent – You are welcome. It was my pleasure assisting you.
Cust – You really helped me
Agent – Thank you. I am glad I was able to assist you.
When a customer expresses satisfaction, the agent is encouraged to give even better service next time. It always feels great to be complimented. It makes you feel good about yourself and about the job. The agent should take this feeling into the next call.
If the customer was very co-operative, make it a point to tell him so. The customer also likes to be complimented.
Carry positive reactions into other calls. Share with friends and colleagues. You deserve to reward yourself especially when you have handled an irate call efficiently.
Thursday, February 28, 2008
Monday, February 25, 2008
Advantages of Rapport Building
Able to build a strong a relationship with the customer.
The customer co-operates with you effortlessly while troubleshooting. The customer’s co-operation will make it easier for the Agent to go about the process of resolving the issue.
The call becomes a pleasant experience for both the customer as well as the Agent.
If the Agent makes a mistake, the customer will be more forgiving and less irate. In other words, an Agent will be able to get away with minor mistakes without upsetting the customer. For e.g. The Agent could say ‘I am sorry, I want you to disconnect the modem not the router.’
Having built a rapport with the customer, the customer will be accommodative even if the issue is unresolved. The chance of such a customer becoming irate is less if the Agent has already built a relationship with the customer.
Barriers to rapport building
Since the customer is an American and the Agent is an Indian, one can expect a lot of obstacles to building rapport.
Accent – a foreign accent may be a mental block for the customer. He may have a preconceived notion that he will not understand the agent. The agent should then speak slowly and clearly. An agent should try to acquire a neutral accent that can be understood by all.
Not understanding idioms, slang and other common expressions– certain phrases or expressions may not be understood by either the customer or agent. Sarcasm may be misunderstood for humor and vice versa. A wrong response to the expression may be a deterrent in connecting with each other. When in doubt, the Agent should always ask for clarifications.
Names – pronunciation of names are different and sometimes difficult. Eg Johann, Jose, ..etc. to avoid mispronunciation and offending customers, the agent should avoid addressing the customer by name when in doubt.
How to deal with abusive language
We have seen how important it is to connect with customers. The Agent needs to be polite, friendly and enthusiastic even with an irate customer. But if the customer uses abusive language, should an Agent take it? The answer is No. Can he hang up on the customer or use the same language in return? The answer is again No. So how should a Agent handle an abusive customer?
The Agent needs to be courteous but assertive while handling such a customer. He should warn the customer that he/she will not be able to proceed with the call if the customer continues to use abusive language.
Agent –, I will not be able to proceed with the call if you use such language.
The Agent should give the customer a chance to calm down and stop using such language. But in spite of the warning if he/she continues to use such language, the Agent should be a little more assertive.
Agent –, I am sorry, I'll not be able to help you further unless you stop using profanity. I am sorry I'll have to disconnect the call
If the customer continues to be abusive.
Agent –, I am sorry I have to hang up
The customer co-operates with you effortlessly while troubleshooting. The customer’s co-operation will make it easier for the Agent to go about the process of resolving the issue.
The call becomes a pleasant experience for both the customer as well as the Agent.
If the Agent makes a mistake, the customer will be more forgiving and less irate. In other words, an Agent will be able to get away with minor mistakes without upsetting the customer. For e.g. The Agent could say ‘I am sorry, I want you to disconnect the modem not the router.’
Having built a rapport with the customer, the customer will be accommodative even if the issue is unresolved. The chance of such a customer becoming irate is less if the Agent has already built a relationship with the customer.
Barriers to rapport building
Since the customer is an American and the Agent is an Indian, one can expect a lot of obstacles to building rapport.
Accent – a foreign accent may be a mental block for the customer. He may have a preconceived notion that he will not understand the agent. The agent should then speak slowly and clearly. An agent should try to acquire a neutral accent that can be understood by all.
Not understanding idioms, slang and other common expressions– certain phrases or expressions may not be understood by either the customer or agent. Sarcasm may be misunderstood for humor and vice versa. A wrong response to the expression may be a deterrent in connecting with each other. When in doubt, the Agent should always ask for clarifications.
Names – pronunciation of names are different and sometimes difficult. Eg Johann, Jose, ..etc. to avoid mispronunciation and offending customers, the agent should avoid addressing the customer by name when in doubt.
How to deal with abusive language
We have seen how important it is to connect with customers. The Agent needs to be polite, friendly and enthusiastic even with an irate customer. But if the customer uses abusive language, should an Agent take it? The answer is No. Can he hang up on the customer or use the same language in return? The answer is again No. So how should a Agent handle an abusive customer?
The Agent needs to be courteous but assertive while handling such a customer. He should warn the customer that he/she will not be able to proceed with the call if the customer continues to use abusive language.
Agent –
The Agent should give the customer a chance to calm down and stop using such language. But in spite of the warning if he/she continues to use such language, the Agent should be a little more assertive.
Agent –
If the customer continues to be abusive.
Agent –
Wednesday, February 20, 2008
Rapport Building
All companies look forward to retaining their customers. This is a difficult task in today’s world, where competition is high. The only way to retain customer loyalty is by offering superior service. And this is mainly in the hands of the agent. An Agent should try to build a relationship of trust and understanding with the customer. This is called rapport building.
Why is rapport building important?
The customer is the most important asset of the company and building a rapport with the customer is very important.
How can an Agent build rapport with a customer?
There are many steps to build rapport with a customer. The agent and the customer need to feel comfortable with each other. The agent needs to connect with the customer. To achieve this, the agent has to take the initiative. The process of creating a comfort zone starts from the very beginning of the call.
Be enthusiastic – always open the call enthusiastically. SMILE before talking. The Agent ’s bright and positive attitude will make the customer feel that he/she intends to help him. Even an irate or dissatisfied customer will feel better when greeted with enthusiasm.
Be polite and respectful throughout the call. Start the call respectfully using ‘May I’ and ‘please’. Later on, a warm pitch and tone should be sufficient to convey courtesy.
Customers should feel important – Give a personal touch to each and every single call. A customer is not a number on your database. Put a face and personality to the voice and treat him like a valued customer. Give special and individual attention. Use the customer’s name for that personal touch.
Listen carefully – give individual attention to whatever the customer says. Listen to his tone also. Sometimes tone conveys a lot more than words.You need to listen to what he means and NOT what he says.
Empathize – whenever the customer faces a difficult situation, empathize with him. Reassure him. Express genuine concern and care. But empathy does not mean always agreeing with the customer.
Example:
I understand your frustration, but I am afraid you’ll have to replace your modem. However, I can give you few options and help you to choose the option that suits you best.(Use the right pitch and tone).
Example:
", I notice that your last payment processed on your credit card was not successful for some reason and therefore unable to proceed further. However I'll be glad to help you if you can re-process your payment and call us back."
Deliver what you have committed and do not commit what you cannot deliver.
Example:
"Much as I wish to help you in this regard, I am unable to, since I am not authorized to do so".
Example:
"I apologize for the inconvenience caused by the delay but I am sure I’ll be able to sort out the issue, if allowed to. Shall we go ahead with the troubleshooting steps???"
When delivering these statements make sure the pitch and tone of your voice is right for the situation. Everything depends on how you respond, not the response itself.
Apology and empathy are 2 strong weapons/tools an agent can use as a strategy to deal with a customer who is irate. Use these weapons with the right pitch and tone or voice and half the battle is won.
Other strategies used in a call
If the telephone number was not clear - request the customer to repeat. Could you please repeat that for me?
If the person is mumbling or speaking softly - I am sorry, I can’t hear you. Could you please speak a little louder?
If the names are not familiar – 'Could you please spell your name?'
If the customer starts to give irrelevant information and is chatty – the Agent should politely direct the talk back tothe topic by asking close ended questions. " O.K., I understand what you are saying, shall we go ahead and fix the issue?"
To check if the customer has understood the instruction – check with them whether they have completed the instruction. E.g. "Have you minimized the screen,?"
If the customer is irate – don’t interrupt him/her while he/she is speaking. Apologize using a right tone by saying, " I am sorry you were transferred many times and you were disconnected the previous time. I truly apologize for the inconvenience. Give me a moment while put you across to the appropriate dept. This time, I'll stay with you until your call is transferred."
If the customer is analytical – before starting to troubleshoot, explain in simple sentences what you think the problem is and what you are going to do. “ , I think the problem could be either with your internet service provider or with the configuration of the router. Let’s go ahead with the trouble shooting steps and fix the issue."
If the accent of the customer is thick – listen carefully, pick up the stressed words, and note them down. Then repeat slowly and clearly to the customer what you have understood.
If you feel the customer doesn’t like to be put on hold – indirectly ask for permission. Never say ‘May I place you on hold for a minute while I pull up the records’. Instead – Mr. Smith, I need to research on this issue and it’ll take me 2 minutes, so may I please place you on hold?"
Why is rapport building important?
The customer is the most important asset of the company and building a rapport with the customer is very important.
How can an Agent build rapport with a customer?
There are many steps to build rapport with a customer. The agent and the customer need to feel comfortable with each other. The agent needs to connect with the customer. To achieve this, the agent has to take the initiative. The process of creating a comfort zone starts from the very beginning of the call.
Be enthusiastic – always open the call enthusiastically. SMILE before talking. The Agent ’s bright and positive attitude will make the customer feel that he/she intends to help him. Even an irate or dissatisfied customer will feel better when greeted with enthusiasm.
Be polite and respectful throughout the call. Start the call respectfully using ‘May I’ and ‘please’. Later on, a warm pitch and tone should be sufficient to convey courtesy.
Customers should feel important – Give a personal touch to each and every single call. A customer is not a number on your database. Put a face and personality to the voice and treat him like a valued customer. Give special and individual attention. Use the customer’s name for that personal touch.
Listen carefully – give individual attention to whatever the customer says. Listen to his tone also. Sometimes tone conveys a lot more than words.You need to listen to what he means and NOT what he says.
Empathize – whenever the customer faces a difficult situation, empathize with him. Reassure him. Express genuine concern and care. But empathy does not mean always agreeing with the customer.
Example:
I understand your frustration, but I am afraid you’ll have to replace your modem. However, I can give you few options and help you to choose the option that suits you best.(Use the right pitch and tone).
Example:
"
Deliver what you have committed and do not commit what you cannot deliver.
Example:
"Much as I wish to help you in this regard, I am unable to, since I am not authorized to do so".
Example:
"I apologize for the inconvenience caused by the delay but I am sure I’ll be able to sort out the issue, if allowed to. Shall we go ahead with the troubleshooting steps???"
When delivering these statements make sure the pitch and tone of your voice is right for the situation. Everything depends on how you respond, not the response itself.
Apology and empathy are 2 strong weapons/tools an agent can use as a strategy to deal with a customer who is irate. Use these weapons with the right pitch and tone or voice and half the battle is won.
Other strategies used in a call
If the telephone number was not clear - request the customer to repeat. Could you please repeat that for me?
If the person is mumbling or speaking softly - I am sorry, I can’t hear you. Could you please speak a little louder?
If the names are not familiar – 'Could you please spell your name?'
If the customer starts to give irrelevant information and is chatty – the Agent should politely direct the talk back tothe topic by asking close ended questions. " O.K.
To check if the customer has understood the instruction – check with them whether they have completed the instruction. E.g. "Have you minimized the screen,
If the customer is irate – don’t interrupt him/her while he/she is speaking. Apologize using a right tone by saying, " I am sorry you were transferred many times and you were disconnected the previous time. I truly apologize for the inconvenience. Give me a moment while put you across to the appropriate dept. This time, I'll stay with you until your call is transferred."
If the customer is analytical – before starting to troubleshoot, explain in simple sentences what you think the problem is and what you are going to do. “
If the accent of the customer is thick – listen carefully, pick up the stressed words, and note them down. Then repeat slowly and clearly to the customer what you have understood.
If you feel the customer doesn’t like to be put on hold – indirectly ask for permission. Never say ‘May I place you on hold for a minute while I pull up the records’. Instead – Mr. Smith, I need to research on this issue and it’ll take me 2 minutes, so may I please place you on hold?"
Friday, February 15, 2008
Close ended questions
These questions call for a Yes/No answer or for specific answers. These questions are used to confirm your understanding of facts.
Advantages
get facts right
no time loss
agent is in control
gets the customer focused on the issue.
effective in handling talkative customers
Disadvantages
very little information received
may sound as though the agent is abrupt and business-like
The key words used to ask the customer are is, can, do, will, would, shall, did, have, etc.
Example:
Do you see the Start button?
Is the power light on?
Is your system able to go On-line now?
Could you please repeat that for me?
Do you have the installation CD with you?
Have you connected the modem to the router?
Did you make any changes to the network set-up recently?
Close ended questions give control and reduce unnecessary talk. Only relevant responses can be made and so is effective when handling a chatty customer.
Tips for questioning
an agent should know which type of question to ask
listen to the responses and if the customer is giving only very little information, change the style or wordings of the question.
ask questions in a conversational manner and always acknowledge the answer.
ask only one question at a time and listen to the answer before questioning again
Advantages
get facts right
no time loss
agent is in control
gets the customer focused on the issue.
effective in handling talkative customers
Disadvantages
very little information received
may sound as though the agent is abrupt and business-like
The key words used to ask the customer are is, can, do, will, would, shall, did, have, etc.
Example:
Do you see the Start button?
Is the power light on?
Is your system able to go On-line now?
Could you please repeat that for me?
Do you have the installation CD with you?
Have you connected the modem to the router?
Did you make any changes to the network set-up recently?
Close ended questions give control and reduce unnecessary talk. Only relevant responses can be made and so is effective when handling a chatty customer.
Tips for questioning
an agent should know which type of question to ask
listen to the responses and if the customer is giving only very little information, change the style or wordings of the question.
ask questions in a conversational manner and always acknowledge the answer.
ask only one question at a time and listen to the answer before questioning again
Sunday, February 10, 2008
Effective Probing
Asking questions to understand the issue better is a very important part of the call. The agent should ask only relevant questions. These questions should get him useful information.
There are two types of questions – close ended questions and open ended questions. Each has its own advantages and disadvantages. The agent needs to choose the appropriate type of question to get the right response.
Open ended questions
These questions are asked when the agent needs to understand something or needs an explanation. A lot of information is expected for an open ended question.
The advantages are
agent is able to understand more and therefore has a more accurate picture
opens up alternatives
The disadvantages are
the caller might go into unnecessary descriptions and take up time.
the agent may lose control of the conversation
The keywords used in open ended questions are how, when, where, why, what, which
Example:
How far is your laptop from the wireless access point?
When was the last time the system was able to go on line?
Which are the programs that are not responding?
What happens when you try going On-line?
What are the changes you made to your network setup recently?
Open ended questions are helpful when dealing with passive customers. It helps in understanding the whole picture, as to how the issue started.
There are two types of questions – close ended questions and open ended questions. Each has its own advantages and disadvantages. The agent needs to choose the appropriate type of question to get the right response.
Open ended questions
These questions are asked when the agent needs to understand something or needs an explanation. A lot of information is expected for an open ended question.
The advantages are
agent is able to understand more and therefore has a more accurate picture
opens up alternatives
The disadvantages are
the caller might go into unnecessary descriptions and take up time.
the agent may lose control of the conversation
The keywords used in open ended questions are how, when, where, why, what, which
Example:
How far is your laptop from the wireless access point?
When was the last time the system was able to go on line?
Which are the programs that are not responding?
What happens when you try going On-line?
What are the changes you made to your network setup recently?
Open ended questions are helpful when dealing with passive customers. It helps in understanding the whole picture, as to how the issue started.
Friday, February 8, 2008
The Big Question
A very important skill that the Agent needs to possess is the skill of asking the right question in the right manner at the right time. In an in-bound tech service call, the entire trouble shooting section is heavily dependent on the questions the Agent asks the customer. It helps the agent to probe deeper into the problem, get a clear perspective and navigate the call to a successful closure.
Remember to use the right pitch and tone when asking questions. You must not sound intrusive, offensive or disinterested. Questions you ask the customer would reveal more about
* His/her product
* His/her knowledge level
* Situation/Issue
* Whether he/she has attempted troubleshooting on his/her own, and if yes, to what extent
* his/her current mood (whether MAD, GLAD or SAD)
How to ask the right questions
Never assume. Do not hesitate to ask for further clarification. It is much better than having to come all the way back to where you started. Ensure you have all the right information you need to have, before you start giving a solution. If you do not have the correct details you will end up giving a solution to a problem that never existed in the first place. Treat each situation as a new one and give it all the attention it deserves.
Be patient even if the customer jumbles up information, sounds confused or get all the facts in the wrong place. Remember the customer is not a communication expert, you are. It’s your skill to un-jumble the puzzle which the customer presents to you.
Ask questions politely like a service agent not a cop. Find out, don’t investigate. Be friendly with your questioning and keep your cool if the answers don’t come by easily. Don’t threaten. Don’t be aggressive.
Question + Answer = Information + Action = Customer Service. Your ability to be of service depends on your getting all the information you need before you act.
Ask one question at a time. Try and collect even complex bits of information through simple questions.
Allow the customer time to answer your question. Don’t complete the answer for the customer. It may work sometimes, but often can create complications.
Do not act superior. Never let the customer feel he knows less. It’s you who needs to know more. The purpose of asking questions is to get information. Let that be a positive act.
Don’t ask more questions than you need to. Don’t make the customer feel that he is on trial. The moment you have enough information, stop. Get on with customer service.
Make your questions, ‘questions’ and not statements. Often a customer will ask, ‘ are you asking me or telling me?’ ie., do not make a statement into a question.
Remember to use the right pitch and tone when asking questions. You must not sound intrusive, offensive or disinterested. Questions you ask the customer would reveal more about
* His/her product
* His/her knowledge level
* Situation/Issue
* Whether he/she has attempted troubleshooting on his/her own, and if yes, to what extent
* his/her current mood (whether MAD, GLAD or SAD)
How to ask the right questions
Never assume. Do not hesitate to ask for further clarification. It is much better than having to come all the way back to where you started. Ensure you have all the right information you need to have, before you start giving a solution. If you do not have the correct details you will end up giving a solution to a problem that never existed in the first place. Treat each situation as a new one and give it all the attention it deserves.
Be patient even if the customer jumbles up information, sounds confused or get all the facts in the wrong place. Remember the customer is not a communication expert, you are. It’s your skill to un-jumble the puzzle which the customer presents to you.
Ask questions politely like a service agent not a cop. Find out, don’t investigate. Be friendly with your questioning and keep your cool if the answers don’t come by easily. Don’t threaten. Don’t be aggressive.
Question + Answer = Information + Action = Customer Service. Your ability to be of service depends on your getting all the information you need before you act.
Ask one question at a time. Try and collect even complex bits of information through simple questions.
Allow the customer time to answer your question. Don’t complete the answer for the customer. It may work sometimes, but often can create complications.
Do not act superior. Never let the customer feel he knows less. It’s you who needs to know more. The purpose of asking questions is to get information. Let that be a positive act.
Don’t ask more questions than you need to. Don’t make the customer feel that he is on trial. The moment you have enough information, stop. Get on with customer service.
Make your questions, ‘questions’ and not statements. Often a customer will ask, ‘ are you asking me or telling me?’ ie., do not make a statement into a question.
Tuesday, February 5, 2008
Active Listening Vs Passive Listening
When you do not respond to what the customer is telling you, it is passive listening.
If one responds immediately to the query is active listening l. Passive listening is when one does not respond or responds inappropriately. At which, the customer gets the feeling that he/she has not been heard.
Eg:
Customer – My name is Robert Hanks. Call me Bob, I want you to know that my system is not able to go On-line.
Agent – Ok Mr. Hanks, tell me how may I help you today?
This kind of a response shows that the agent was not listening. The correct response should have been
Sure Bob, tell me what happens, when you try going On-line?
Paraphrasing after listening to the issue is a another way of active listening. Paraphrasing is to re-state what the customer has said and to confirm facts, ideas and information.
This is a very important aspect of listening. Make sure that you have not only heard the information but also understood it. Paraphrase (what you have heard) to the caller in simple sentences using only some essential words. Paraphrasing makes the customer feel that he/she is being understood and encourages him to continue. It builds the customer’s confidence.
Fillers like "aha aha"," uh uhm"," okay", "alright", "go ahead" "please proceed"... etc., which are called as Verbal Nods makes the call flow smoothly.
When the call is interactive, there is no dead air, call becomes informal and the customer becomes very co-operative.
Bad Calls Good Calls
Listening 01.mp3 Listening 01.mp3
Listening 02.mp3 Listening 02.mp3
If one responds immediately to the query is active listening l. Passive listening is when one does not respond or responds inappropriately. At which, the customer gets the feeling that he/she has not been heard.
Eg:
Customer – My name is Robert Hanks. Call me Bob, I want you to know that my system is not able to go On-line.
Agent – Ok Mr. Hanks, tell me how may I help you today?
This kind of a response shows that the agent was not listening. The correct response should have been
Sure Bob, tell me what happens, when you try going On-line?
Paraphrasing after listening to the issue is a another way of active listening. Paraphrasing is to re-state what the customer has said and to confirm facts, ideas and information.
This is a very important aspect of listening. Make sure that you have not only heard the information but also understood it. Paraphrase (what you have heard) to the caller in simple sentences using only some essential words. Paraphrasing makes the customer feel that he/she is being understood and encourages him to continue. It builds the customer’s confidence.
Fillers like "aha aha"," uh uhm"," okay", "alright", "go ahead" "please proceed"... etc., which are called as Verbal Nods makes the call flow smoothly.
When the call is interactive, there is no dead air, call becomes informal and the customer becomes very co-operative.
Bad Calls Good Calls
Listening 01.mp3 Listening 01.mp3
Listening 02.mp3 Listening 02.mp3
Friday, February 1, 2008
Active Listening
Active listening happens when you are listening attentively to what the speaker is saying, without interrupting him/her. At this point in time, you listen to comprehend the words, tone, the mood and the meaning behind the words. When you are listening to the issue of the customer, you are listening actively.
Concept 1:
In an in-bound call, you need to understand the need of the customer. So an agent needs to listen carefully to find out why the customer has called. It would be that the customer
* Wants information
* Needs instruction OR
* Has a problem that needs to be solved
Eg:
I would like to change my password – the customer needs instructions
I want to download software – needs instructions
How many computers can I connect to the router – wants information
I see an error message when I try to go on line – requires resolution
How do I find an IP address? – wants information
My Internet is not working – requires resolution
Concept 2:
The agent needs to ask relevant questions to understand more about the issue, and understand the situation around the problem.
Eg 1:
‘My system is unable to go On-line ’.
The agent needs to probe further and get a clearer picture of the issue.
‘Unable to go on-line again. The issue was resolved yesterday but it stopped functioning again today’.
When the agent understands the situation, he knows he has to refer to check the previous case to find out as to how the problem was resolved the previous day. Moreover he/she needs to tread cautiously because the customer might be upset that the problem has re-occurred in such a short span of time.
Eg 2:
‘I have been on the phone for 3 hours and transferred several times. I think my modem is not working, for my system is not able to go On-line ’.
Concept 1 – problem solving
Concept 2 – customer is frustrated and you need to tread carefully
Concept 3 – the emotion of the customer
Concept 3:
Concept 3 of active listening is to understand knowledge level, emotion, accent etc.,
Every customer expects to be treated in a special manner. Therefore, understanding the customer and understanding his/her emotions is an important aspect to solving the issue.
Understanding the age of a customer is important because the agent needs to be patient and respectful towards an elderly person.
You need to know the gender to address a person properly. Sometimes names and voices can be confusing. The agent needs to know clearly who he/she is speaking to.
Understanding the knowledge level of the customer is also very important. If the customer has an in-depth knowledge of the customer, the agent can guide the customer through the resolution quickly. If the knowledge level is low the agent needs to be patient and give detailed instructions.
Emotion – if the customer is irate the agent should apologize and proceed with the call being sensitive to the feelings of the irate customer. The agent should respond immediately and not be taken aback and be silent if the customer starts shouting, at the beginning of the call. But should remain calm, apologise in a sincere tone for the inconvenience faced by the customer and sound confident while suggesting steps for the resolution.
Accent – if the accent is thick, the agent should listen very keenly and pick up the keywords to understand what is being said. Also should paraphrase to ensure understanding of the issue.
Concept 1:
In an in-bound call, you need to understand the need of the customer. So an agent needs to listen carefully to find out why the customer has called. It would be that the customer
* Wants information
* Needs instruction OR
* Has a problem that needs to be solved
Eg:
I would like to change my password – the customer needs instructions
I want to download software – needs instructions
How many computers can I connect to the router – wants information
I see an error message when I try to go on line – requires resolution
How do I find an IP address? – wants information
My Internet is not working – requires resolution
Concept 2:
The agent needs to ask relevant questions to understand more about the issue, and understand the situation around the problem.
Eg 1:
‘My system is unable to go On-line ’.
The agent needs to probe further and get a clearer picture of the issue.
‘Unable to go on-line again. The issue was resolved yesterday but it stopped functioning again today’.
When the agent understands the situation, he knows he has to refer to check the previous case to find out as to how the problem was resolved the previous day. Moreover he/she needs to tread cautiously because the customer might be upset that the problem has re-occurred in such a short span of time.
Eg 2:
‘I have been on the phone for 3 hours and transferred several times. I think my modem is not working, for my system is not able to go On-line ’.
Concept 1 – problem solving
Concept 2 – customer is frustrated and you need to tread carefully
Concept 3 – the emotion of the customer
Concept 3:
Concept 3 of active listening is to understand knowledge level, emotion, accent etc.,
Every customer expects to be treated in a special manner. Therefore, understanding the customer and understanding his/her emotions is an important aspect to solving the issue.
Understanding the age of a customer is important because the agent needs to be patient and respectful towards an elderly person.
You need to know the gender to address a person properly. Sometimes names and voices can be confusing. The agent needs to know clearly who he/she is speaking to.
Understanding the knowledge level of the customer is also very important. If the customer has an in-depth knowledge of the customer, the agent can guide the customer through the resolution quickly. If the knowledge level is low the agent needs to be patient and give detailed instructions.
Emotion – if the customer is irate the agent should apologize and proceed with the call being sensitive to the feelings of the irate customer. The agent should respond immediately and not be taken aback and be silent if the customer starts shouting, at the beginning of the call. But should remain calm, apologise in a sincere tone for the inconvenience faced by the customer and sound confident while suggesting steps for the resolution.
Accent – if the accent is thick, the agent should listen very keenly and pick up the keywords to understand what is being said. Also should paraphrase to ensure understanding of the issue.
Subscribe to:
Posts (Atom)