When hiring an external customer service for your company, you must take into account the quality and differentiation provided by the interlocutors with whom people who wish to carry out any management, regarding a product or service, of your brand must contact.
A few simple guidelines will help you gain the consumer’s trust (you can read them in the post: How to gain the trust of your customers in 5 steps. ), however, when it comes to a telephone complaint , the teleoperator must respond following different protocols than if it were an informational call.
How do call center agents on Permanent Telephone respond to a claim or complaint from a “dissatisfied” customer?
assertive operator
Above all, they act in a spirit of service and fair treatment, under the assumption that the “complaining” client acts honestly and in good faith. Their objective is to resolve the conflict in a satisfactory manner, both for the client and for their brand, maintaining consumer confidence and preserving the good reputation of their products or services .
They answer without raising their voice or trying to prove the customer wrong, so as not to “intensify” their displeasure, while at the same time showing consideration for their particular point of view .
If the tone of the interlocutor is angry, sarcastic, threatening or insulting, they know that they should not respond in kind, even if the sierra leone email list 38886 contact leads circumstances seem to justify an angry response.
They offer explanations, previously marked in the action protocol , without excuses, highlighting the constructive side of the complaint and, if the client is right, they explain concisely the causes of the defect or fault that has given rise to their call.
On the other hand, if the customer is wrong in his
Complaint, they show understanding without accusing the consumer of ignorance and thank him for the call, apologising for any inconvenience it may have caused.
They reassure their sample appointment request emails listeners with words of commitment to resolve the inconvenience that has Differences between caused them to call, and to take appropriate measures as quickly as possible, offering an explanation of why the decision they are advising them to make is the right one and how the brand will proceed to thailand phone numbers address and correct their discontent.
Finally, before ending the telephone service , expressing sincere concern for the initial disappointment about the service or product, and informing of the desire for adjustment of the situation and cooperation from the company in question, they thank the complaint as an opportunity that it gives us to improve defects of the company that have been the subject of the complaint.