A great company is the one that knows how to keep its customer happy. Doing so might seem easy as several marketers relate customer happiness with the ability to resolve issues and respond to the queries.
However, in reality, it is much more than that. Your customers and prospects seek much more than that. They want empathy, kindness, patience, importance, validation, trust and what not. And how do they reach out to you? Via chat, email or over the call.
Hence, it is essential for your business to avail the right call center services in the US. The US call centers and BPOs are known for the quality interaction and a professional approach.
Clearly, good, transparent, and effective communication is the foundation of a long customer-company relationship. So, let’s take a look at several points to give you a better idea of how the US call center services provider do that. The tips US customer support agents are instilled with are as follows-
They let the customer vent first
If you avail call center services in US, you can be assured of the disgruntled customer being transformed into a satiated one by the end or mid of the call. The agents hired are already trained to let an angry customer speak first.
When the agents try to calm the customer down consistently and patiently, there comes a point when the customer actually calms down. This is precisely the time when the caller has also drained a lot of his energy. So, at this time the agents start their actual work. They try to offer a solution to the caller’s problem. The reps also don’t oppose what the customer is saying in anger even if the latter is wrong.
They make the interaction personal from the start
It is very important to keep the interaction personal as it makes the customer feel connected and treasured. So, the first thing that the agent does is start addressing the customers with their name or surname in a respectful manner. This helps the agent in forming a connection and easing the conversation. Moreover, a friendly tone is also used by the agents to make the caller comfortable.
They avoid negative sentences and phrases
Anything negative said to a person who has already called you with a negative mindset will make the conversation worse. This may even lead to an unhappy customer. So, this is why the providers of call center services in US train their agents in a way that they deliver even a negative statement as a positive one. They also follow a thumb rule of telling the good news first and then the bad one.
They use simple language
The way they talk to the callers says it all. The agents providing call center services in US don’t use any technical jargons or heavy terms that they feel that a normal customer or caller won’t be able to understand. They break the meaning of the technical terms into a simple sentence so that it becomes easy for the person on the line to understand what they are saying. Also, the accent they have is easy to decipher for callers.
They keep the customer updated
If a customer has called to get a solution to their problem. First of all, the US call center agents will try to resolve the customer’s problem in the first go only i.e. they will try to stick to first call resolution (FCR).
If not possible, the agents ask for the best way to keep the customers updated on the progress of their complaint. Whether they want to get updates over call, message or email. This makes the customers feel that they are valued by seeing the progress of their complaint and finally getting the resolution, which ultimately makes them happy.
They don’t end the conversation abruptly
Many agents think that after solving the query, they can cut the call with a closing line. However, the US agents never do that. They first ask the customer, if there is something else as well that they can help with.
If the customers say that there is nothing more, then the agents ask if the former are satisfied with the solution to their problem and how was their experience. It is only then that the agents say their closing line and let the customers disconnect the call themselves.
The aforementioned points speak volumes about the kind of call center services that US-based companies provide. So, if you are looking to delegate the inbound and outbound operations to a third party, choose a reliant US call center.