As customer service representatives are the key strength for any successful organization, and keep you connect with your potential customers. So customer care executives should have excellent verbal and interpersonal skills, including being receptive to other's views and opinions.
In the recent time, it can be difficult to provide excellent customer service for each of the calls, especially when they have to deal with angry customers who might had to wait on hold for an hour or more before they even reach you. Often, the customer care executives will only have to answer the phone to listen to an immediate escalation of a customer angry voice.
Its very tempting to put on the defensive, it's much better to let the customer continues to say what I mean. Angry customers who feel as if they were really being listened cooled off faster than customers who think that the customer care representative is not really concerned about their needs.
Customers who are angry are going to blame anyone for the problem they have, do not take it personally, instead, ensure them that their struggle has been ended now and issues will be resolved at the earliest. It is the responsibility of customer care representatives to make their customers happy and satisfied before hang up the phone.
It is important to realize that the customer believes s\he is talking to the particular company. they are unaware or not interested that they are talking with a very good lady named Gelsey or some one else who has her own family problems. All they know is that they have a problem and you caused it, that's why want to know what to do about it from your end. And this is you responsibilities to resolve all their issues till hang up the phone.. All customers don't h same type of attitude, many customers are very nice and just have a question about your service.
The key, however to provide best customer service, in spite of the situation is completely focused on the customer who is talking. Customer Service Representative is the key person who represent the image of any organization, and help the company to make a faith in the eyes of your business assets i.e Customers. If a customer has angered hard before, you should be able to let go of the anger before speaking to the next customer or notice through the call.
Source:http://www.callcentersindia.com/
