Your responsibility lies in the quality and quantity of
calls that you take.
Always begin by personalizing your introduction.
No matter what day of the week, you give the customer your
name. The customers want to hear their name when they
converse with you also. Be courteous and respectful, and
make sure you always acknowledge the customer’s questions.
Ask the customer if you may ask some questions. Always ask
before you do. You do want to do this well, don’t you?
Analyze the customer’s problem, and make sure that
you uncover the customer’s problem. Don’t forget to recap the
inquiry with statements such as “Let me see if I understand
this correctly.” So you want me to sound like I wasn’t paying attention?
Always ask the customer appropriate questions when necessary.
Explain the solution to the customer with clear
and concise language. It needs to be clear that you and the
customer understand the solution to the problem. If the
customer is irate or upset, calm the customer in a soothing
tone. Assure the customer that you empathize with him or her
and that you can correct the problem right away.
Upon problem resolution, promptly ask the customer
if there is anything else you can help him or her with.
Remember to thank the customer for calling. Smiles show
through in your voice, so always open and close a call with a
smile.
As for your daily routine, you shouldn’t spend more
than five minutes per day in the bathroom or stretching or
anything that involves leaving your seat. You need to answer
at least 150 calls per day. Always remember that when you are
here, your job is to make the customers happy, and you do this
with fast and well-maneuvered calls. |