Wednesday, October 21, 2015

On Realizing the Good Customer Service I Provide

I had a very challenging call from one of our customers. My caller hates my company. She hates the service. She hates us all the more when she can't use her credit card. 

She screamed at me! She cursed me! She didn't want to listen to me. She said she doesn't understand me. She was mad to the max...!

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After a few minutes, she got tired of shouting and started to shut up and gave me time to talk.

I found out she was just trying to use the card for cash advance at an ATM machine and was unable to get the money she wanted.
I told her the reason was because of the wrong PIN (personal identification number) she used.

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Eventually, I heard total silence on the other end. I removed the security hold on the account and informed her, the card is good to go.

THEN, she said sorry. She apologized. She said she didn't mean it when she said she hates me & my company. She admitted she was wrong.

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SO, she started saying she loves the customer experience she had with me. 
The call ended with her saying... " I love the way you assisted me and also the way you addressed my concern.. I love you sweetheart.."

Wednesday, October 14, 2015

On Having A Very Long Call

This is the worst day of the week for me. I can't believe to have handled a call for exactly 74 minutes and 33 seconds. My usual call lasts less than 10 minutes. My call handling time is always ideal. However, that particular call I had was really a nightmare.

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Imagine yourself talking to a 92 year old customer who hardly hears. It took me forever to explain the status of her account. Patience is really a virtue. PATIENCE. That's what I discovered. I never imagined myself possessing it. I wish I have it all the time. 

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Nevertheless, the call turned out fine. I was told to be so sweet and charming by the customer at the end the call.

Wednesday, October 7, 2015

On Having Good Customer Care Skills

Call center agents are expected to be individuals who take in the vital customer care aptitude. It is an asset in the BPO world. The company’s sales and productivity can be achieved through first-rate customer relations.

There are 3 things which I believe can help agents keep their job:

An outgoing and friendly personality. 
      This is hard to show because the clients are being serviced over the phone. the voice, the choice of terminology and the manner of saying the words play an important role here.  

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A people-oriented attitude.
      This makes everything possible for the agent to deal with customers making them feel as the most important people in their existence 

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An ample knowledge of phone etiquette.
               Learn to listen carefully and never butt in while customers are talking. whatever they are saying, let them finish first. always acknowledge and let them feel you are more than willing to assist and help them the best possible way you can.

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