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Training Contact Center Agents for Good Customer Service

Jan 24, 2008
There are a huge number of frustrated customers in the world today. Granted that there are power interruptions, unavoidable circumstances, and even terrorism and sabotage these may compromise the delivery of services promised to the customers. What is inexcusable, however, is when customer service fails to deliver! Instead of helping customers deal with their issues, they might become even more irate because of the customer service that they receive.

Customer service, which comes in different forms and settings, is very important for any company. It may be in the way that customers receive smiles in a store, or the way that they are treated on the phone. It might even be as simple as providing relevant information when they are shopping. It might be a little easier to provide customer service face to face. On the phone, however, things may become a little more difficult. For one, there is neither eye contact nor body language to be read; there are also no visual clues as to the real state of mind of the customer. Instead, the contact center agent answering the phone has to depend solely on verbal clues that the customer may present.

In this regard, contact center agents should be trained effectively in dealing with customers that are calling in with their concerns and complaints. What then, makes good customer service training?

The vision, mission and goals of the company being served should be inculcated well in every contact center agent. If this were done, every contact center agent will know the reasons for existence of the company, why they are serving customers and how their service works. When these become owned by the contact center agent, then their loyalty to the company will be better and they will deal with every customer with care and concern.

They say that intention should always come with capability. Even with the best of intentions, a contact center agent may not be able to deliver excellent customer service. Why? The simple reason is that he may not be equipped to provide such customer service. When this is the case, no matter how willing an agent might be to provide good customer service, he simply could not. Even if he is willing, if he is not able to successfully navigate through complex computer programs or understand the nitty-gritty details of the customers needs, then good intentions will amount to nothing.

This is why the technical aspect of excellent customer service should be taught to contact center agents. This includes the manipulation and effective use of the computer and the Internet. The nature of the business as well as the service being provided should also be known by the contact center agent be heart and by mind. Such knowledge and skills should complement with the intention of the agent to provide excellent customer service.

If you are looking for a place where contact center agents provide excellent service and if you want your customers to be satisfied with the level of service they receive, then you should consider contact centers in the Philippines. Filipino contact centers are not only teachable, they also have the intention of providing help to customers whenever and wherever they can.
About the Author
James Stinson is Owner and Founder of Global Sky Inc. He employs a team of 50 in a high quality call center facility based in the Philippines. For more info on outsourcing your project visit: http://www.global-sky.com
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