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How to Deal with Unsatisfied Customers.pdf

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thinking process. This is even truer if the customer has complex
problems to deal with. To help your agents become more
proactive, you should hold trainings that’ll help them deal with
pressing situations. The trainings must be interactive enough so
you’ll know who can be the star performers of your center.
Empower All Agents
Agent empowerment is one of the hottest topics in the call center
industry today. Apparently, it’s also the most important part as
well. Empowered agents will become more committed to their
jobs, causing them to do a little bit of extra than what’s requested
of them. These agents will also go the extra mile to satisfy
customers by presenting adequate solutions. But how can you
empower agents? Do you need to pamper them with gift
certificates and pats on the back? This can be done through a
combination of efforts. Praising agents is a great start, but you
need to dole out rewards as well. Rewards will keep your agents
going and they’ll become more competitive. You need to be patient
with the process of agent empowerment. Results may not come
Train Agents in Customer Satisfaction Standards
Customer satisfaction trainings are important for every contact
center. One training session is not enough; there should be
multiple trainings that’ll serve as refreshers for your agents.
During the training, different issues must be addressed. Do your
best to brainstorm with your agents so you’ll know what
challenges they’re encountering. If they’re falling short on
customer satisfaction metrics, you must be able to pinpoint the
main factors. Training agents for customer satisfaction standards
will take time and resources.