what are the proper greetings and how to make raport to the customer in a call center especially f u r a TSR?

Question

how to deal to a non-technical customer

Answer 1

First off, your company really should be training you on this. I work for a very large software company and all of us need to go to Customer Support Call class, even those of us who do not answer the phones. So talk to your supervisor and if they don't want to train you, find another job!

That said... always verify what the customer says, but don't repeat it word for word. This will show you understand what they are asking (and that makes even the nastiest customer happy) and allow them to correct you if there's a misunderstanding. If a caller says "I turned my computer on but it's not doing anything" you can reply with "From what I understand, you've pushed the power button but the lights on the front of the computer did not come on at all. Is this correct?"

Do not ask "open-ended" questions. You lose control of the situation if you give the customer choices other than a simple yes or no. Don't ask them "What is it doing now?" Ask instead "Has the yellow light come on yet?" Or whatever fits their problem.

Explain a little--- not too much!--- what is going on and what you are trying to find out. You can use technical terms as long as you follow up with details on what that term means. You can say "this step will tell us if the power supply is connected right. The power supply is inside your computer and it's what moves the electricity from the cord to the computer's motor." Don't be afraid to fudge the terms a little--- we all know there's no actual "motor" in a computer, but a non-technical customer doesn't know that. They do know what motors are, though, and putting it into terms that they can understand really helps.

If you need to check your knowledge base, let them know what you're doing, and tell them every so often "Please bear with me, I am still searching my knowledge base."

Ask if it is OK to put them on hold before you do so--- not just "I need to put you on hold here" but "Mr. Smith, would you mind if I ask you to hold for a moment?" They always say yes but they do like to be asked. If you have to transfer them to a co-worker, tell them "I cannot solve your problem for you but I will transfer you to our Application team. You are in good hands with them."

And if they are really upset, tell them "I understand you are upset because your computer is not working. I am going to take good care of you."

There is a lot more to it---- really, you should check with your employer to get the right training!

Answer 2

I used to be a customer service manager in a call center which handled Worldcom wireless phones. The best way to deal with any customer is to try to put yourself in his/her shoes. Maintaining empathy and kindness is paramount. Although their call might not be a priority item in your eyes, it was important enough to the person to take the time to call and to most likely wait on hold for several minutes while they were in the cue. It doesn't cost you anything to be helpful, informative and empathetic to their situation. Even when you have to deny a request, the tone of your voice and the way you word things can mean the difference between a happy resolution and a dissatisfied customer or a call that has to be sent to an escalations department. Some people are angry and nothing you can say or do is going to change that. Try to make it into a game, in which you are going to follow company policy to the letter but do it in such a nice, polite and helpful way that the person will come off looking bad and you will look like the nice guy who is trying to help but whose hands are tied. Worldcom was such a cruddy company and they promised things they would never be able to deliver. I worked for a contractor who handled their customer service. I made it into a game and tried to turn my worst calls into Gold Star calls. (Calls in which the person was so happy with what you did that they asked to speak to your manager to tell them what a good job you did for them.) We got free blue-jean days for Gold Stars and I got so many of them that I was always able to go to work comfortably.

You can do this, too. Hang in there.

Answer 3

First greet him like Hi, Hello and Welcome with the pride, That pride shows the company's Brand