Statements along the lines of ‘ I am sorry to hear that, I will do my best to help you’ help the customers feel a sense of relief knowing that the person they are talking to has been in their shoes and knows the right thing to do.Įmpathy is a non-negotiable skill a call center agent must have, and it will go a long way in fostering relationships with people and retaining the support of the customers. ![]() Being able to empathize with their need to cut down expenses and showing that support by doing your best to solve the issue is something that customers are unlikely to forget. While it could be a simple case of a greedy customer trying to get free stuff, it could also be the case of someone going through a tough financial crisis. Your ability to understand and assess the gravity of those concerns will depend on the level of empathy you can extend toward others.įor example, you might get a call from a senior citizen who is asking questions about your company’s policy on senior discounts and why they didn’t receive their senior coupons or something similar. It is important that a call center agent has a full mastery of showing empathy to customers because the concerns callers have are varied. To be an effective communicator, you must be able to empathize with your callers and see them eye to eye, ultimately providing a course of action for the rectification of such concerns.
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