How to Be Great at a Customer Service Call Center Job
Like any customer service job, working in a call center exposes you to different types of people all day. It's important to give each customer the time and attention that she needs. To really succeed at a call center job, knowledge, speaking and listening skills will play a big part in your success.
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Listen. The most important part of any customer service or call center job is listening. You cannot effectively help a customer if you do not know specifically what he wants. Some callers are only calling to complain. It's not even that they want the situation to be corrected; they just want someone to hear them. Listen to what the customer says, then repeat it back to him to make sure you understand.
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Stay calm. It's easy to get upset when a caller is yelling. Know that it isn't directed at you, although you are having to deal with it. If you can stay calm and not take an irate customer's complaints and ranting personally, you will be able to resolve the problem more easily.
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Learn your products. As the representative of your company, you should know what products or services you offer and be knowledgeable enough to thoroughly answer any questions that your customers ask. Never tell them that you don't know; instead tell them that you will find out for them or transfer them to someone who does know.
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Smile. Customers can hear your smile in your voice when they call. This will automatically put them in a better frame of mind. Smiling while you talk will make you sound more friendly and approachable.
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Deviate from the script. Just because you have a script in front of you doesn't mean you must be a mindless drone, reading it over and over. Use the script when it's appropriate, but don't read it when it's irrelevant to your customer's concern or call. This will only make your customer angry. Instead, listen, then use the appropriate talking points to complete the call.
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Offer solutions. You will not be able to help every customer exactly how he wants to be helped. If you are not in a position to give a customer what he is asking for, tell him what you can do for him instead; don't just tell him that he's out of luck. It's important to find a solution that works for both the customer and the company.
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