When dealing with customers, you want to be as professional as possible. But at the same time, you don’t want to make them feel like they are speaking to a robot. The secret is to strike a balance between professionalism and being casual with a customer. However, 3C Contact Services, the top provider of third-party outsourced call center solutions, tells their partners that there are moments when agents can take either professionalism or casualness to the extreme.
There are certain things your agents should avoid when dealing with customers. Here are the top four:
Your agents should also avoid saying “actually;” to a customer, this can sound like the agent is being condescending. Also don’t say “It’s no big deal,” because while it may not be a big deal to you, it is to the customer; instead, say “Tell me more.” And never say, “Don’t worry about it,” as to some customers, it may seem like you’re trying to tell them how to feel.
Even if a customer is the first one to complain about a problem, never mention it. Treat each customer complaint as a learning experience you can use to improve your products and services.
Finally, joking and bantering with a customer to break the ice is fine and helps to keep things personal, but your agents must avoid telling jokes that could be inappropriate or even offensive.
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