This week’s article is about ‘CUSTOMER SERVICE 101′ by our QA Agent Rodrigo Castillo.
Customer service is a task to fulfill the customer’s satisfaction. Dealing correctly with our customer’s needs about a product or service is a key factor in establishing a company’s reputation and brand.
POSITIVE FIRST IMPRESSION
Let the caller with a positive first impression. Greet the caller correctly, state the answer phrase correctly, set a proper expectation, be confident, friendly, and professional by applying your knowledge on the accounts and the system.
Remember to state to the caller what you can do to help him/her, and how are you going to do it. The main way to do this is to set a strong and clear expectation.
Never lose control. Be aware of what you are doing at all times. Acknowledge the operation of the accounts and the system. Always use the proper protocols to handle the call.
AVOID LONG HOLD TIME
Be conscient about the value of the caller’s time, and the company time. Know when to use the proper hold procedures, and evaluate every situation
DO NOT SAY SOMETHING NEGATIVE ABOUT YOUR BUSINESS
Avoid all bad comments or experiences about your company’s services product.
SHARE YOUR EXPERIENCE
Be self-critical with your performance and work. Look for areas of improvement in your way of assisting the caller and handling the call