Customer service can easily be the worst type of job you may ever have—if you are not tirelessly passionate about it. There are different types of customers, from unsatisfied customers to customers who can become inappropriate, to straight-up angry and rude ones, there’s always endless negativity for customer care representatives to deal with.
But why do people still become customer service personnel if the job can be exhausting? First, it’s about passion.
At F.H. Cann & Associates Inc., they have had more than twenty years of experience helping clients with their customer service needs. Clients who they have worked with all report an increase in productivity, client retention and economies of scale.
They are undoubtedly the best. Today, F.H. Cann & Associates Inc. will be showing the 7 worst phrases contact center agents say to customers and what they should say instead.
Phrase 1: I am sorry
First, you are not the cause of the customer’s problems—well, except you are directly the cause. When you are quick to say ‘sorry,’ you will be admitting guilt to an offence you did not commit.
What’s worse, you may come across the customer or client as being insincere. Instead of saying sorry, you should find the solution to the customer’s problems. Solutions are more important than sorry.
Related: First Call Resolution: 6 Problem-Solving Skills to Look for in a Customer Service Agent
Phrase 2: You are incorrect/wrong
Oh, this just rings different wrong bells in the ears of your customers. Telling a customer that he is wrong can lead to the customer entirely cutting ties with the company you represent.
Even if the customer is wrong, the best approach is to lead or guide the customer to the solution. Never tell a customer that he is wrong.
Phrase 3: I Cannot Help You
The reason a customer has taken his time to call is that he needs a solution. Of course, there are times where you may not have the solution to what the customer needs; however, you must be creative with your answer and approach.
You can suggest a few resources where the customer might find a solution, or you can transfer the customer to a much-experienced customer service representative. Instead of saying, ‘I cannot help you with this,’ say, ‘At the moment, our servers are down; however, I will send you a link to self-service portal where you can get all the information that you need.
Phrase 4: Listen
Come on! Listen? Always remember that a customer is always right—not literally—tons of them can be unequivocally wrong; however, you must listen to your customer—even if they are ranting. Calm them down and walk them through the solution.
You should never tell a customer to listen. It’s condescending and unapologetically wrong.
Phrase 5: I Do not Know
Customers feel like a customer service personnel should have all the answers. First, as customer service personnel, you must know everything there is to know about your company.
You should always use the service or product of the company you represent. Also, it would help if you always stayed up to date on current technologies, services, and setbacks of the company you are representing.
Instead of saying, ‘I do not know,’ refer the customer to a department who should be able to help out.
Phrase 6: Thank You for Your Feedback
When ending a call with a customer, do not say, ‘Thank you for your feedback.’ It feels mechanic and scripted.
Better yet, end the conversation on a light professional-casual tone. You can even market your company’s product line to the customer or inform him/her on beneficial and recent updates.
The job of a contact agent is one of the most critical jobs you can ever take. You often determine if a customer will remain with the company; therefore, your conversation with the customer must always be positive, enthusiastic, and professional.
Have a complex call center challenge holding you back?
We’d love the opportunity to learn about your situation and to see if we can help. Our customer service agents are professionally trained and based in the USA.
We have the capability to on-board quickly. Reach out today! pic.twitter.com/QNYPeeGMqP
— FH Cann & Associates (@fhcann) June 24, 2020
In over two decades, F.H. Cann & Associates has held a standard of excellence, accountability, transparency, and quality deliverability. Just recently, they made it to the Inc. 5000 2020 list of fastest-private growing companies in America. You can always reach out to them for an extensive and holistic set up of your customer service department.
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