Call centres often have a recorded message reminding customers to respect their staff. So do call centre agents and the companies they work for respect their customers? Some actions are down to the individual agent but many are down to the company's system and the impact of the whole process on their customers. The individual agent may be respectful but the processes they are required to operate may be disrespectful. Without this three-way respect (customer, agent, process) trust in business is beginning to break down. Here are fifteen ways call centre agents and companies can respect their customers.
Bear in mind the customer may already have had to repeat security and other information several times for automated systems. A sense of humour helps.
Allow the customer time to explain why they have called without interrupting them.
Listen to the actual question being asked and try to respond to that specific question.
Do not read from a set script if it is not addressing the customer's questions or concerns. Try to avoid stock phrases that may appear meaningless to the customer.
Do not be surprised if the customer interrupts if you are speaking for a long time about something they perceive irrelevant. This is not rudeness. It may save you both time.
If customers are repeatedly not finding the process you're offering helpful report this to your superiors. The company's process is not fit for purpose and requires adjustment or more freedom for you, as the agent, to explore customers' concerns.
If customers repeatedly express frustration about waiting times, report this to your superiors. The company is failing to provide sufficient staff/phone lines.
When a customer tells you they are deaf adjust your head-set so they can hear. Check this out and try to make sure it remains in position for the call's duration. They are not being rude if they ask you to repeat things.
Remember that people with visual impairment cannot easily write numbers down or make notes.
Do not lecture customers about their attitude - you would not be happy if they did this to you.
Appreciate that from the customer's viewpoint the company is providing a service (often one they are paying for) and the expectation is that all employees as representatives of the company will effectively address their legitimate concerns.
Ensure promises such as call backs, e mails etc are kept. If customers complain this is not happening report this to your superiors.
Do not ask customers for their agreement if you have given them no reasonable choice, eg. 'Are you OK for me to put you on hold?'
Do not put customers on hold and then terminate the call or if there is a likelihood the system will terminate it.
Do not work for companies that do not adhere to these standards. It is not acceptable to tell the customer 'that is not my responsibility' or 'that has nothing to do with me'.
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