Customer service is a challenging job, requiring a set of knowledge and skills on how to properly interact with clients, the backbone of any business. This is why it’s advisable for businesses to outsource their customer service to call centers in Mexico that possess the right equipment and team to do the job.

Keep in mind that, although hiring a third party to handle calls may ease the workload of your core staff, it doesn’t mean you can forget about this aspect of your business. You still have to know whether the call center company is doing an excellent job based on the needs of your business and its target market. You can do this by understanding the do’s and don’ts that every call center professional must follow. By doing so you can know whether your customers are treated and serviced properly.

Do Listen to the Caller

Listening is different from hearing. It’s the call center representative’s job to genuinely listen and understand the customer’s query. Doing so will make the customer feel that the company is doing its best to meet their needs and demands. A representative should remain attentive even as the customer begins expressing his frustration.

Do Be Honest

Never lie to a client. If the representative isn’t sure of how to answer or handle a query, it’s best to put the customer on hold to find someone who can more accurately address the query. This is much better than improvising answers, which can actually make matters worse.

Do Not Interrupt the Caller

Interrupting a caller, especially an irate one, can make them angrier. Agents should be patient and wait for callers to finish talking before explaining or transferring their call.

Do Not Forget the “Hold” Button

Forgetting to push the “hold” button while talking to a client, or worse, complaining to a nearby representative about the call, can create big trouble. Before conversing with anyone other than the customer, make sure to put the caller on hold first. This way, customers won’t think the agent is distracted or ignoring them.

These are the do’s and don’ts of excellent customer service. Reliable call centers in Tijuana provide a team of professionals who make these a habit. These are the ones to hire.

Sources:

3 Do’s and 3 Do Not’s of Taking Calls in a Call Center

perfectpitchtech.com

11 Things a Call Centre Agent Should Never Say (But Many Do)

callcentrehelper.com