7 Ways to build great rapport with your customers support!by Sophia Smith call center services
Building customer rapport is all about creating and nurturing a bond of trust, over the phone. Back office outsourcing service providers can help you to tie the loose ends and create a great reputation with your customers at ease. When you make your customers feel valued by listening to them genuinely, you can build a better rapport. Here are some of the tips that can help you to keep your customers satisfied:
1. Remember Their Name First
It would be beneficial to remember that every customer’s name is unique and important to them. Therefore, it’s better to spell their name or call them properly. When you call them with the right name, they can recognize you instantly.
2. Speak With a Smile
When you connect with them over the phone, remember to smile. A smile says a lot about your willingness to serve them best. A rude behaviour is a strict no-no and a neutral tone of voice is the best for any kind of customer. This is irrespective of whether they are in a good mood or not.
3. See It From their Perspective
Showing the willingness to understand the situation of the customers from their point of view always works. This also gives a message that they are a priority, instead of being just another person. Imagine yourself in their shoes before offering any suggestion and show them genuine interest in their problem. It can enable you to help them better.
4. Allow Them to Speak it Out!
When your customers are angry, try to let them speak as much as they can. Understand the issue before suggesting anything. Have you heard about the power of listening skills? Here it is. The time to demonstrate your excellent customer support service is to listen to them attentively and then offering them the best solution possible.
5. Use Positive Scripting
Instead of using the same old script of a call center, use a unique script that speaks to the customer. Let him or her feel that you have worked well in understanding their problem and are now interested to resolve it for their highest good. Turn the negative language into positive and act as if everything is going to be okay for them. Of course, you need to tell them practically what is possible and what is not within the parameters of your service.
6. Say thank you and sorry
Use the expressions of “sorry” and “thank you” at the right time. Without these two phrases, we have seen most conversations aren’t complete. It is also important to use them in a balanced way. When you are apologizing, and then make sure it is meaningful and not just out of courtesy.
7. Take a note
It is often seen that when a customer calls and an agent takes note of the concerns then the next caller doesn’t have to ask questions to the customer. As we all know repetition of a problem might cause them to be uncomfortable so take a note and save it in CRM.
Lastly, be respectful in serving your customers as that is the only way you can build a great rapport and encompasses all the tips mentioned above. Customers are happy to call at a back office service center that understands and supports them.
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Created on Dec 7th 2018 08:49. Viewed 197 times.