Customers choose to engage service representatives who make an effort to understand their queries and resolve specific concerns. At TQVS, we train our agents to be effective correspondents by developing their communication skills further. During correspondence, agents spend more time listening to the customers than they do speaking, typing, or reading. As active listening has been proven to boost customer relations and service satisfaction, developing this skill is prioritised at our contact centre.
Active listening is not innate, but one can learn the skill, especially if the goal is to improve correspondence. Contact centre professionals will be more successful and appreciated in communications if they acquire and observe the art of active listening. At work, they must talk to different types of consumers every day. In order for them to succeed in providing the service, they must make sure not to overlook the customer’s interests.
An active listener knows how to focus on what the customer is trying to convey. Interpreting what is being said correctly makes it easier for the listener to respond effectively and to resolve a problem successfully. Industry experts recommend several ways to hone this skill in customer service.
1.Be emphatic. One must learn how to focus on the customer and to analyse matters from the customer’s perspective.
2.Avoid distractions. Customer service reps are advised to clear their thoughts before starting work at their stations.
3.Jot down important points while listening intently. It is better to let the customer speak uninterrupted to obtain the most important information during the call. Ask probing questions to hasten data gathering.
4. Get the full details to have a comprehensive report on the query. Analysing the customer’s problem fully enables the agents to provide the customer a satisfactory resolution.
5.Observe the customer’s tone and the expressions. This helps agents empathize and figure out underlying emotions. Be flexible and composed when dealing with irate customers and try to help them calm down to push through with a successful communication.
6. Recap the information the customer has provided to confirm understanding of the problem. This way, the customer feels that the representative understood what is being conveyed and knows how to advise what action to take.
7. Welcome further questions and other remarks after providing a resolution to the customer’s trouble or query. Some customers appreciate this gesture and feel more satisfied with agents who do not cut them off after providing the assistance they need.
Customer service is an opportunity for companies to recover from a poor service or product. It is also a chance for consumers to express their thoughts on new goods or services being marketed to them. By listening to these customers and potential buyers, companies are more informed on how to engage the market. Furthermore, listening makes the brand more customer-centric and reduces miscommunication.