Workplace tools and productivity

Let's explore the basics of Customer Service in a Call Centre environment.

Intended audience: Workers new to a call centre role

This course is compatible with screen readers to ensure that individuals with visual impairments can access, navigate, and engage with the course content seamlessly.

As a Customer Service Representative, you have a very important role in the outcome of our company and in peoples' lives.


When in need, people reach out to Customer Service for help; the best thing you can do for them is to be prepared.


It is very important to prepare. As the saying goes:
“By failing to prepare, you are preparing to fail.”
Benjamin Franklin


In this lesson we'll go over a few practices to help you put your best foot forward.


Which would best complete this sentence?


"When in need, people reach out to Customer Service; the best thing you can do for them is to be ___________________"


Become familiar with all of the scripts available to you.


If it helps, try printing your scripts and practicing them with a friend or co-worker. It can be fun to play roles at the same time can be useful rehearsal for the real calls.


Eventually these scripts will feel like second nature. Still, it's important to stay abreast of updates.


Is the following statement informal or professional? "I can check on that for you. Would you mind waiting for a moment?"


Is the following statement informal or professional? "Hey! How ya' doing?"


The customer says, "Thanks. I think that helps." How should you reply?


Preparing for Your Calls

As  a Customer Service Representative you are the main point of contact between our company and our customer.


This means maintaining a warm, interested and enthusiastic manner is paramount.


Tone is the way we speak to navigate through the world. There are many kinds of tones we use in different circumstances...


...We could be using a professional tone in a business meeting, a conversational tone with a friend, a warm tone at a religious service or comic tone at a party telling a friend a story.


Your voice should be enthusiastic and your tone professional. We should sound engaged and eager to help our customer.


How should our tone sound when speaking with customers?


Is the following statement professional or formal? "Give my regards to your credit company, they were swift and astute with issuing a refund to your card."


Is the following statement professional or informal? "You are welcome! Is there anything else I could help you with?"


"Please" & "Thank You"
Basic manners show respect for the customer. You never know who is at the other end of the line but everyone responds well to a "thank you" and a "please."


Proper language
Customers should expect a similar experience every time they contact our customer service. By using proper language, avoiding slang and staying away from potentially offensive jokes we set a standard of service our customers can rely on.


Mindful of customer's time
We should always thank the customer for their time. Remember, they are usually calling with an issue and this is time they could be at work, spending time with family or friends. It's important we help solve problems swiftly and be appreciative of our customers' situations.


The customer says, "Thanks. I appreciate it."
How should you respond?


Which of these statements are correct?


Voice, Tone & Etiquette

"Call-Site Customer Service. Hello, this is Amy. How may I help you today?"


What is the first thing that you will say when introducing yourself?


"Give me a moment while I gather that information for you."


Studies show that customers perceive consistent service as more professional than sporadic imaginative solutions. This means our messages should be uniform, standardized and put forward as such.


To do this, it's important you familiarize yourself with our scripts. You should get to know them and stay abreast of updates as they occur. This keeps everyone on our team on the same page.


What kind of service do customers perceive as professional?


When closing the call, recap any actions that you will take and be specific about the time frame the customer can expect results.


Review any information or steps that the customer can take to help his or her problem in the future.


Always ask the customer, "Is there anything else I can help you with today?"


At the end of the conversation, remember to thank customers for their time and always let them hang up first.


What is the first step in concluding a call with a customer?


The customer asks, "I don't know what to do about this issue! Is it normal? Are you the right person to call?"


Customers should expect a different answer every time they call us.


Parts of a Call

There will be times when you need to put customers on hold or transfer them to another department.


This can be frustrating to customers, but there are ways to make these processes as smooth as possible.


It's important to ask customers if you can put them on hold and explain to them why and for how long you will be.


Be honest about how much time you will take. Many customers would not believe too short of a time but also don't like to wait too long. If you must, try not to be more than four minutes.


Thank you for holding.
Use this phrase instead of, “I’m sorry to keep you holding.” This keeps the conversation positive and thanks the customer for her time.


What is the maximum length of time for putting customers' calls on hold?


Remember to wait for the customer's answer before putting them on hold.


If they do not want to be placed on hold, ask what they would prefer to happen, or if a call back would be possible.


The customer says, "I've been on hold for a while."


In which kind of transfer does the representative give the customer a number to call?


Holds & Transfers

Difficult customers are almost always initially intense.


As a result, many first-time employees get rattled and try ending the interaction as quickly as possible.


This usually leads to the customer becoming angrier.


What happens when you quickly end a confrontation with a customer?


Avoid interrupting, arguing, or engaging in problem solving too early.


The guest will eventually take a breather, take this opportunity to apologise.


Empathize by verbally acknowledging what's making him or her displeased.


There are many factors that could be at work here, so do not take any confrontation personally.


After apologizing and empathizing, repeating the guests' complaints lets them know you understand.


This shows you are concerned and understand the issue, putting you in the position of being the customer's ** advocate.**


New

free course

Call Center Customer Service (Screen Reader Accessible Course)

Call Center Customer Service (Screen Reader Accessible Course) Lessons

Course overview

The full course includes

Explore more

EdApp is easy to use and free for you and your team. No credit card required.