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How to Deal with Unsatisfied Customers.pdf


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Set Proper Expectations (Tricky)
How do you set the right expectations for your agents? What
expectations must be set? These questions can be tricky because
you need to balance out the needs and wants of your agents. It’s
safe to assume that agents want compensation for their time and
efforts, but you need to go beyond that. Agents expect your center
to be a second (or third) home that they can belong to. They would
also expect for a community where they can express their thoughts
and ideas without prejudice. Once your center can meet these key
expectations, they will start solving customer problems with
smiles in their faces.
Groom Future Center Leaders
Many call center experts believe that future leaders should be
groomed by their superiors. Eventually, these leaders will be able
to handle the most complicated cases with ease and accuracy. Such
leaders will also be responsible for training other agents in the
proper ways of dealing with customers. Grooming center leaders
will definitely take time and a multitude of continuous training
sessions.
Understand the VOC (Voice of the Customer)
The VOC or voice of the customer is a standard template used in
predetermining the desires of the customer. Aside from that, VOC
can also emphasize different customer quirks that can be useful in
solving problems. Therefore, agents should be trained in proper
VOC analysis. All angles must be explored to help agents
understand the position of their customers. This way, agents can
come up of natural solutions for all customers’ problems.
Conclusion