As per financial services firm American Express, around 35 percent of consumers got angry while talking to a customer care representative. This shows that satisfying a customer on phone is never an easy process and requires implementation of suitable words and constant practice.<\/p>\n
Here are some useful which must be implemented by call center agents to improve customer satisfaction.<\/p>\n
\u00a0Use empathy words<\/strong><\/p>\n \u00a0These words show the customers that you are serious about their problem and willing enough to solve it. Some examples of empathy words include \u2018I understand,\u2019 \u2018I apologize\u2019 and \u2018I assure you\u2019 etc. You can suitably apply these phrases as per the situation of the interaction to get positive response from customers.<\/p>\n Avoid usage of negative words<\/strong><\/p>\n There are also several phrases which should be purged off while talking to a customer which include:<\/p>\n I don\u2019t know<\/p>\n \u00a0 What\u2019s your problem<\/p>\n \u00a0That\u2019s against policy of the company<\/p>\n Make sure that you do not include negative words like \u2018no,\u2019 \u2018can\u2019t\u2019 and \u2018not\u2019 while talking to a customer. Instead, rephrase the line and make it sound more positive. For example \u2013 instead of saying \u2018You have called the wrong department,\u2019 one can say \u2018This is billing department. I am happy to connect you to technical department.\u2019<\/p>\n Rephrase the lines said by the customer<\/strong><\/p>\n By rephrasing the issue mentioned by the customer, the agents can clarify what the customer exactly wants from your end. Also, this helps in assuring the customers that you are listening to them attentively which builds a trust in their mind. You can also use the phrase \u2018correct me if I am wrong\u2019 which help in clarifying the conversation in much improved manner.<\/p>\n Use shock words<\/strong><\/p>\n \u00a0Use words which reflect mild shock like \u2018Oh, my god\u2019 or \u2018that\u2019s really shocking\u2019 to show the customers that you are equally concerned for them. This also assures the customers that you are the right man to discuss the query.<\/p>\n \u00a0For selling effectively<\/strong><\/p>\n \u00a0If you are part of telesales team or want to offer a service to a customer, you can use some phrases which have positive impact on the customer\u2019s psychology. Some of these phrases include:<\/p>\n \u00a0For esteemed customers like you \u2026<\/p>\n \u00a0This is the most suitable plan as per your needs \u2026<\/p>\n \u00a0We have an amazing variety of \u2026<\/p>\n \u00a0Let the customers know the specific time of response<\/p>\n