Customer service has many different forms of and flavors. Customer service is typically known as service from a customer perspective. Customer service can also be labelled as a valued quality attribute. However, you label the customer service nomenclature, it is a by-product of processes and people. Here we are going to outline the main points of customer service from a call center perspective.
Call Centers are typically a smaller segmentation of customer service realm. Hence the skills during a call conversation are drastically different. These are core skill sets that really rate calls high. In the quality assurance business, we realize that there are certain inputs and ingredients that pay a pivotal part in the overall dynamics of call center excellence.
1. Focus on the Standard Processes during any Call
All calls have a standard protocol to follow. Irrespective of the calls that you place or take, there has to be an integrated call standards. In many of the customer service training program guidelines, there is a detail oriented section for standard procedures and its implementation.
2. Language Proficiency
Language proficiency is a critical component. Without the professional standard of excellence in any language, there is limited benefits. We highly recommend that all the agents be trained on the language proficiency model.
3. Listening and Probing Skills
In our experience we have seen that customer service is all about the listening and then probing skills. Not alwys will the end customer know the root cause and the listener has to demonstrate patience and perfection.
4. Voice Tone
Have a smile oriented voice. It shows.