The customer is already confused about his or her bill and frustrated because of the long wait to talk to someone. Well, the first problem was the silence on the other end of the line.What did the call center representative say to frustrate and anger the customer? Would you like to speak to my supervisor?
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I don’t know how to answer your question. Just tell me how you’re going to help me with my billing question.ĬCR: Sir/ma’am, if you don’t calm down, I’ll have to terminate this call.Ĭ: What! And make me go through the process of waiting to talk to a real person all over again?ĬCR: Look, I’m new here. I followed all of your prompts to talk to you and now you’re telling me that you won’t help me?Ĭ: Don’t tell me what to do. I have a question about my bill.Ĭ: What do you mean, you don’t deal with that? I’ve been on hold for the last 30 minutes. How can I help you today?Ĭaller (C): Yes, hello. Here is an example of a bad call center experience:Ĭall Center Representative (CCR): Hello, Acme, Inc. So, before learning what to say during a call center call, it is helpful to look at what not to say. Has a friend ever tried to make you feel better, but the words they chose actually made you feel worse? That is what happens sometimes with call center situations.
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This blog post is available as a convenient and portable PDF that youĬlick here to get a copy. What other customers have done in your situation is… To Make a Customer Feel That They Are Part of a Tribe (A Group of People Like Them).We’ve had a lot of positive feedback on _. To Make a Customer Feel Good About Their Choice.To Make a Customer Feel You Are Their Partner in Solving a Problem.This is the best plan / product for your particular needs. It’s a great service / product that gives you the option of / capability to _. To Upsell (To Sell Other Areas of the Business).Phrases for Making a Process Sound Easy.I’m going to do everything I can to get this resolved as soon as possible. I appreciate your patience in this matter. I understand how frustrating that can be-let’s see how we can work this out… I apologize for the inconvenience, and I assure you I’ll do everything I can to help you. I understand that this has been inconvenient for you. Phrases for Dealing with an Angry Customer.27 English Phrases for a Positive Call Center Experience.Now you are about to learn a few more great English phrases to ensure that you can create and show empathy to customers. You may already have a lot of the English language you need to handle everyday business conversations, customer complaints or even sales situations. That’s right: Simply saying the right words during the call can make customers feel that the person on the phone empathizes with them.īut it can be difficult to know what the right words are in English, especially if English is your second language.
By tracybowens and Elisabeth Cook Last updated:Īug27 English Phrases Call Center Representatives Can Use Over and Over AgainĪs a call center representative, it is important to use the right words.
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