Plus Points: The Agent’s Guide to
Attaining Positive Customer Feedback
Never Compromise
Set the customers’ expectations according to
what you and company policy can offer, and stick
to that.
Never Compromise
Set the customers’ expectations according to
what you and company policy can offer, and stick
to that.
This way, the customers won’t be disappointed,
and they’ll see you as consistent.
Establish Rapport
By saying a few helpful words that can reassure them that
things are going to be alright
Establish Rapport
By saying a few helpful words that can reassure them that
things are going to be alright, and by showing genuine
concern for the inconvenience they are experiencing, the
customer will feel that he or she is being cared for and given
importance to.
Exhaust All Possible Means
Think of alternative ways you can address the problem within
your ability.
Exhaust All Possible Means
Think of alternative ways you can address the problem within
your ability.
If you have done everything possible but was still unable to find a
solution, stay with the customer until you have transferred him or
her to the proper department.
Follow-Up
Some requests or issues need to be
processed, which may take minutes to hours.
Follow-Up
Some requests or issues need to be
processed, which may take minutes to hours.
This means you’ll have to get back on the
customer later, so make sure you do.
Follow-Up
Failing to follow-up on customers with complicated problems will
only cause them to call back, only this time they’ll most likely be
more frustrated and impatient.
Follow-Up
Failing to follow-up on customers with complicated problems will
only cause them to call back, only this time they’ll most likely be
more frustrated and impatient.
Nobody wins in this scenario, so be sure to exude extra effort if
such scenarios present themselves.
Positive feedback is just an added bonus,
but it’s a pretty big one at that.
Positive feedback is just an added bonus, but it’s a pretty big one at that.
Still, always remember that a good survey result is only secondary; what's important is serving the customer.
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http://www.spi-global.com/crm/our-services/customer-care
Customer Care Call Center