Plus Points: The Agent’s Guide to

Attaining Positive Customer Feedback

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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.

Be Prompt

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Be Prompt

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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.

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http://www.spi-global.com/crm/our-services/customer-care

Customer Care Call Center