Good etiquette is very important especially when talking to someone on the phone. The proper use of etiquette is more than just good manners, it is the first step to delivering excellent customer service. Philippine call centres not only train their agents useful English and product skills but with courtesy as well.
It is common for management to think that call centre agents were taught about etiquette during their younger years or at least by their previous employer. However, inappropriate mannerisms such as chewing or yawning while taking a call is quite unavoidable. To prevent these instances from happening, agents should be reminded of things to avoid to ensure quality calls. Mistakes reflects the company's image and should be avoided at all costs. Here are some of the most common.
1. Avoid speaking in a monotonous or unenthusiastic tone
The voice tone can immediately give away the mood of the customer service representative. Customers should be treated well and nicely no matter how the agent's day is going. The agent's enthusiasm must always be felt by the customer at all times by projecting a voice tone that is willing to genuinely help. Smiling before answering calls instantly changes how one sounds on the phone. Bring your scripts to life by not sounding monotonous or robot-like.
2. Address customers formally
Refer to customers by addressing them as "Miss" or "Mister". If the customer wants to be called by their first name, then it is okay. However, never make up a nickname based on their names such as Maggie for Margarette or Jojo for Jonathan. Show respect by addressing customers formally.
3. Do not chew while talking
One of the golden rules of childhood is to never talk while your mouth is full. In an inbound or outbound call centre, the same rule applies to the agents. Food is mostly prohibited in workstations to prevent agents from eating while taking calls as it can create an unpleasant sound.
4. Personal engagements should be a no-no
Keep all engagements on the production area work related. If you have to talk about non-work issues, make sure it does not distract other people. Keep your voice low and make sure to turn the mute button on as customers might hear you. Also, they might think that you are not paying attention or is not serious with your job which reflects the company.
5. Mind the language
Agents should be trained to never use foul language towards customers no matter how irate they become. Professionalism must always be maintained as well. Remind agents to pacify customer politely and use words that can calm the customer down.
A positive customer experience increases the clients chances to patronize the brand and to write a good feedback. Good manners can go a long way for the image of the agent and the brand.
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