Working in a call centre and being assigned to customer service tasks means having the opportunity every day to commit these fatal errors… What are they and how do you avoid them?
Making discriminatory comments
Every customer must be considered in the same way and benefit from the same treatment. Also, agents must never make discriminatory statements about age, sex, skin colour or the financial contribution the customer brings to the business. Never say: “Maybe it’s because you are…”
Not having knowledge
Since customer service aims to help, inform and direct customers to solutions that meet their needs and their various problems, call centre agents must be knowledgeable. A customer service department must consist of well-trained people who are able to avoid negative responses in their language and quickly learn in one way or another what is the answer to give the customer. Never say: “I don’t know.”
Using too complicated vocabulary
It is said that communication is an art, and it is quite an art to be able to speak on a subject in everyday terms so that the person you are talking to understands. In customer service, it’s important to use simple vocabulary that can be understood by everyone for transparent communication. The customer must never feel confused and frustrated after a discussion that he has not fully grasped.
Not acknowledging your responsibility
In all customer service departments, acknowledging the company’s responsibility is essential, and it is therefore up to the agent that represents the company to do so courteously. Indeed, when a customer has a problem, and before finding a solution, a dialogue must be started, beginning by acknowledging your responsibility and apologizing for the harm suffered by the customer. Never say: “You’re wrong” or “It’s your fault.”
Not keeping the customer informed
Customer service agents must often make the person they are dealing with wait. This practise is quite normal, because some information has to be researched to properly respond to the customer’s request. However, the wait must always be preceded by certain details so as to avoid taking customers by surprise. The agent must give an approximate waiting time, and also specify what actions he is going to be taking during this period. Never say: “I’m going to put you on hold.”