Our experience over many years, dealing with tens of thousands of calls, shows that there is nothing more calming to an upset customer than genuine compassion. Simple heartfelt phrases such as ‘I’m really sorry that happened to you, let’s see how we can solve your problems’ said with genuine emotion can easily be the best way to recover a difficult call, while also helping to calm the person on the other end of the line.
As such, all call centre representatives should be taught how to speak to people in a way that promotes call resolution along with customer satisfaction. Maintaining this balance can be difficult, but is absolutely key to ensuring the happiness and continued custom of your clients, while also protecting your branding and reputation from any harm.
Compassion isn’t just a script
However, genuine compassion doesn’t come from scripted lines that are just trotted out at every interval. Most times, customers can tell if the compassion and empathy presented is genuine or not, and insincerity can often make a conversation worse. As such, it is important not only to train your telephone operators in compassion and empathy, but it is also key that you understand the personalities and types of people within your telephone operating team, and choose the right people for the right types of calls.
By allowing naturally empathetic people to deal with the calls that require additional sensitivity, and allowing those with more logical and process driven minds to take over the problems that are highly specialised, you can maximise the efficiency of your workforce, while allowing your clients to speak to the right people for their problems. Not only will this increase consumer satisfaction and call resolution levels, but it will also make your workers happier, giving them tasks that they are more naturally suited to.
At Frontline, we pride ourselves on offering our clients the best possible outsourced customer support services. Our professionals are well versed at dealing with a range of businesses and their customers, and are experts at offering compassionate and empathetic telephone answering services. For more information about our services please visit our website, or contact us today.