Call Center

Running a call center is a daunting task.  You have clients that want a service in a timely manner, prompt and courteous employees and a commitment to get things done their way.  The importance of customer service should be at the forefront of call centers.  In fact, studies have shown that customer retention allow companies to increase their margins.  Even telecommunications companies such as Verizon have benefited from better customer service.  In fact, they increased their prices because they were able to convince the public that their customer service was above all others.  The competition shifted from the lowest priced services to who has the best network.  

Like Verizon, any company can benefit from customer service.  Here are some helpful techniques to get a call center ready to handle clients. 

Diffuse Customers' Anger

The customer may call and complain that he or she may not be getting the service or information that they're expecting.  There might be some good reason to get angry with the telephone operator.  However, one of the most important steps in handling a difficult customer is to diffuse the customer's anger.  This could be done by empathizing with the person and understanding their point of view.  Our natural reaction is to fight back when someone argues with us.  But, if a call center representative can place themselves in the customer's shoes, it could turn the caller's emotions to your side.  Imagine if the customer service representative said "I'd be angry too if I were in your place".  Just imagine the reaction of the customer when he hears that.  The irate person might put their emotions aside because the representative is now on his side.  

Be Honest

Our instincts tell us to do anything to please the customer, even if the promises are a little extraordinary.  We might be so eager to get the business that we try to convince ourselves we are not deceiving.  But the problem with this approach is that our clients can easily spot a dishonest person.  We can say that their problems are not caused by our company, but another company.  Or, the customer's problem is his or her fault, not the fault of the call center's client.  A dishonest representative makes the company dishonest.   

Know What They Want

Studies have a shown that customers are not looking for service that's great.  Rather, they are looking for an answer to their specific need.  Interestingly, there were certain airlines who were obsessed with knowing the customer's exact preferences, favorite experience and every thing imaginable.  They were sure that once they pleased their customers, they would come back for more.  The problem, however, is that the same customers didn't always come back.  

Why?  The experiences for varying airline flights are similar.  The same cramped seating that the customers were stuck in were consistent in every airline.  So even if the airline knew what the customer's favorite drink is or how he or she likes the pillows tucked, the experience was generally the same for all the airlines.  It didn't matter how personalized the service was.  If these companies could have focused on cramped seating, they would have benefited greatly.   

These are a few suggestions that a call center can apply to making the client call a better and more enjoyable experience.  With better customer service, companies benefit from better client retention.  And we know, better client retention means the customer values service, not necessarily the price.