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Customers keep raising the stakes in the customer service game, and are demanding better service and higher levels of engagement from representatives. Call center employees have consequently had to step up their own service games and are required to maintain a number of skills to ensure customers are happy and satisfied.
Empathy is arguably one of the most important skills a call center worker can possess, and will go a long way toward fostering engagement and harmony with customers. But there are a number of additional skills that successful call center employees must exercise in order to ensure customers have the best experience possible.
Stress Management
Call center workers routinely deal with upset, angry and overexcited customers, and must do so with care and finesse. Being able to manage customer stress as well as on-the-job stress is an important skill for any one working in the customer service realm.
In addition to stress from customer interactions, call center workers must multi-task on a regular basis while also ensuring they reach call quotas and service targets. Maintaining a level head and having a healthy approach to stress management will go a long way toward overall health and well-being on the job.
De-escalating Volatile Situations
Along the same lines as stress, call center workers must be able to quickly and efficiently de-escalate negative customer interactions. Customers may be upset, angry or overly emotional, and representatives are tasked with diffusing the situation and calming the customer.
Call center workers need to be versed in using the correct tone of voice and choice of words to de-escalate, rather than further incite a tense situation. They should also be able to know when to sit back and listen to customers to make them feel heard and understood.
Being a Good Communicator
It should go without saying that a call center worker will be a good communicator -- but that's not always the case. Agents can learn how to practice some of the basics of good communication, including active listening and understanding of customer issues and complaints. Call center workers can also provide feedback, if necessary, to resolve the customer issue and ensure the customer leaves the interaction with a positive view of the organization.
Putting the Customer First
Having a customer-centric mindset is one of the most important skills a call center worker can possess. That means ensuring a solution can be agreed upon that will result in a positive outcome, and having positive intentions throughout the customer interaction. Agents can also practice resourcefulness to ensure they work diligently with customers to create the best outcome. Finally, they can make the best choices possible to ensure the customer leaves the interaction satisfied.
Going Beyond Empathy
While empathy is an important skill and should play a leading role in all customer interactions, call center workers must move beyond empathy to ensure a positive, meaningful interaction. That requires employing all of the skills mentioned above and exercising careful listening, analysis and a good degree of maturity to foster a solution.
Call center organizations would do well to emphasize the skills mentioned above to create a culture of positivity and responsibility among their agents. These skills will guide agents' interactions with customers, and also impact the overall corporate culture to create a place of positivity and meaningful engagement.