Shauna Geraghty of Talkdesk shares her advice for delivering great customer service as a remote contact centre agent.
Customer-centric companies who have made the transition to work-from-home (WFH) are now relying on remote support professionals like you to connect with their customers and provide positive brand experiences.
It is your job as a customer service agent to make these connections as personal, professional and effective as possible. Below you will find a list of seven sure-fire techniques to enhance your support skills and deliver great customer service while working from home.
1. Be Nice
Be polite and have respect for your customers. Always use “please” and “thank you” to create an inviting environment. Ask the customer their name and pronounce it correctly.
This communicates respect for the customer and lets them know that you care for their needs. You can also add to the brand experience by using greetings and messages to give your customers a warm welcome.
2. Engage in Active Listening
Active listening is essential for effective communication. It allows for a better understanding of the customers’ needs and shows a willingness to help.
Allow the customer to talk without interruption, reflect back on their main demands or concerns and ask clarifying questions only when necessary.
Ensure each customer is aware that you understood their needs. By using active listening techniques and only asking relevant questions, you will communicate that you understand them and are making an effort to help solve their problem.
3. Summarize Conversations
Summarize the main point of the conversation before engaging in the problem-solving process. This will demonstrate that you were listening attentively.
It will also facilitate a mutual understanding between you and the customer.
4. Use Plain Language to Explain
Customers are not always familiar with your company’s products or procedures. Avoid technical terms, jargon and acronyms. Be professional, concise and clearly explain the problem-solving process and how you can help them. A clear understanding tends to decrease customer frustration.
5. Empower Customers
Empower customers with adequate information to make informed decisions. When there are options, thoroughly describe each available alternative.
By offering choices, you involve customers in solving their problems. This results in a higher level of customer satisfaction (CSAT).
When describing a product or service, include both its strengths and weaknesses relative to alternatives. By providing balanced recommendations, customers will perceive you as more credible. This increases trust and CSAT.
6. Transfer a Call When Necessary
When the customer’s needs are beyond your expertise or level of competency, refer them to a colleague, a supervisor or manager. Always explain to the customer that they will be transferred to someone that can effectively address their problem.
Avoid context switching and ensure that the referred party is provided with the necessary information to help the customer.
7. Spread the Word
Be passionate about collaborating with your teammates to spread information across the organization. Your goal shouldn’t be just to increase your knowledge but to expand your entire team’s.
When learning something new, think about the best way to share it. However your team chooses to circulate information, knowledge should always be shared as widely and transparently as possible.
Applying these seven customer service techniques will increase the effectiveness of your interactions, helping you position yourself as a stand-out support agent.
Circulate these tips with your fellow remote colleagues to show the impact you can make on your organization.
This blog post has been re-published by kind permission of Talkdesk – View the original post
To find out more about Talkdesk, visit their website.
Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.