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Helping people out can give you a sense of fulfillment deep down inside. And it feels even better if the ones you helped express their appreciation through simple gestures that say “thanks”. In the customer service industry, the most common way people show their gratitude is through positive feedback. It may not seem much, but the thoughts of customers are vital both to you and the company as they are determinants of how well your performance is. So, whether you’re in a customer care call center or part of the back office support, here are some steps to score high on your survey. Read more: http://www.spi-global.com/blog/think-tank/plus-points-agents-guide-attaining-positive-customer-feedback/
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Plus Points: The Agent’s Guide to
Attaining Positive Customer Feedback
Never Compromise
Set the customers’ expectations according to
what you and company policy can offer, and stick
to that.
Never Compromise
Set the customers’ expectations according to
what you and company policy can offer, and stick
to that.
This way, the customers won’t be disappointed,
and they’ll see you as consistent.
Establish Rapport
By saying a few helpful words that can reassure them that
things are going to be alright
Establish Rapport
By saying a few helpful words that can reassure them that
things are going to be alright, and by showing genuine
concern for the inconvenience they are experiencing, the
customer will feel that he or she is being cared for and given
importance to.
Exhaust All Possible Means
Think of alternative ways you can address the problem within
your ability.
Exhaust All Possible Means
Think of alternative ways you can address the problem within
your ability.
If you have done everything possible but was still unable to find a
solution, stay with the customer until you have transferred him or
her to the proper department.
Follow-Up
Some requests or issues need to be
processed, which may take minutes to hours.
Follow-Up
Some requests or issues need to be
processed, which may take minutes to hours.
This means you’ll have to get back on the
customer later, so make sure you do.
Follow-Up
Failing to follow-up on customers with complicated problems will
only cause them to call back, only this time they’ll most likely be
more frustrated and impatient.
Follow-Up
Failing to follow-up on customers with complicated problems will
only cause them to call back, only this time they’ll most likely be
more frustrated and impatient.
Nobody wins in this scenario, so be sure to exude extra effort if
such scenarios present themselves.
Positive feedback is just an added bonus,
but it’s a pretty big one at that.
Positive feedback is just an added bonus, but it’s a pretty big one at that.
Still, always remember that a good survey result is only secondary; what's important is serving the customer.
Learn more about
http://www.spi-global.com/crm/our-services/customer-care
Customer Care Call Center
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