Good Customer Service: some tips from our Contact Centre staff

We spoke to some of our Contact Centre agents this month to provide some tips on how to ensure the best customer service experience (something we’re very proud of at Orbital Response).

1. Connect with the customer.

Agents need to be empathetic, listen and understand. It is important they connect with clients’ customers.

Most customers phone a helpline to speak to a person, so it is important agents have a genuine conversation.

(Chris Senior and Ellis Bull, Contact Centre Agents)

2. Use positive language.

Contact centre agents should avoid negative language at all costs. Instead of “I’m sorry but I can’t do that”, the phrase should be proactive: “What I can do for you is”.

Redirecting the conversation from a negative to a positive place focuses on the proposed solution. When the outcome takes centre stage, it reduces the odds customers will be upset.

(Deb Sinden, Contact Centre Team Leader)

3. Customer needs.

No customer is the same. It is important for agents to talk to customers at their pace, especially if queries relate to technical issues where customers need to be guided through complicated troubleshooting.

(William Daisy, Contact Centre Agent)

4. Go above and beyond.

Agents that have access to the right information and the appropriate authority will have the ability to exceed expectations.

(Ramona Birovescu , Contact Centre Agent)

5. Know your team.

As a manager of a contact centre it is important to know your team: understand their learning style, who they work well with, and use this knowledge to develop them into successful customers service agents.

(Deb Sinden, Contact Centre Team Leader)

We are incredibly proud of our Contact Centre Agents and the passion they have for customer service. If you would like to find out more about what our Contact Centre agents can do for you,please visit our website orbital-response.co.uk