Take a Breath Listen and Assess

As humans in our personal and professional lives we are regularly in situations that can be escalated. “Can be” is the key statement that should be considered. We are either the customer or the professional in either scenario.
 
 As an agent in the call center industry, there are many opportunities to improve communication. This industry is mentally draining and can be deadly. Customers don’t consider there is another human on the line trying to do their job. The agents take calls back to back. It can be a demanding career. In such high stress environments, illnesses such as high blood pressure, anxiety disorder, and heart disease are common.  It is important to find opportunities to refresh and provide excellent service for each caller. 
 
To recover from the last call, you must have a strategy in place. This ensures you are prepared for every interaction. Here are some important tips:  

• Let the customer do all the talking.
  • Now, you can listen for key information. This is precious time for all agents, so always use it wisely.
• Recap what the customer is saying.
  • There will be important information and emotional information. Learn how to tell the difference.
• Recall company policy.
  • Understand what you can and cannot do for the customer.
• Take a deep breath and provide opportunities to the customer.
  • Never say no. Using statements such as: “What I can do for you today is”…

 
Similar to life interactions, the un-expected will happen in your professional life as a call center agent. After your initial introduction is when the customer must “have the floor”. Always make sure you listen after you introduce yourself, this will allow you to assess the situation. Simply, take a breath and become the answer to their question. This will give you confidence and the customer respect. 

 
Ghost Writer