Call Center Best Practices

There are many things an agent can say to customers unknowingly or unintentionally that may be perceived as condescending, disrespectful, or impolite. Such conversational nuances instantly destroy customer experience and call center agents should always go above and beyond to avoid these conversational subtleties.

The worst thing about such issues is that the calling agent usually never realize the misperception during their conversations.

1. Implying That the Customer is Wrong

Call center agents must never imply that the customer is wrong. Off course they can be wrong, but agents should never confront the customers, straightforward about their wrongness.

Instead, they should spin the conversation around to let the customer know what they can do for them.

How the agent does that, depends completely on the type of query and conversation already taking place with the customer.


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