My Call Center Software - 5 Customers Phone Etiquette When Calling A Call Center

Imagine this scenario. You see a certain electronic product---- say, a brand new cell phone--- from a certain store outlet. It looks good and you like it.  So you go inside the store, and ask the saleslady about it. The accommodating clerk hands you the cellphone.



You subject the device to a cursory testing while inside the store to find out if it functions properly. It does. Satisfied, you make the purchase.



Back home, you use the newly-bought cell phone the whole morning when it suddenly conks out. The screen goes blank. No matter what you do, it does not power up.



At this point, you have three choices. One, if you are rich, you can simply throw the cellphone into the river and buy a new one. Problem solved. Two, you can bring back the phone to the store outlet and have it replaced or fixed. If you opt for this one, it would entail canceling your scheduled tasks for the day to make the trip.



Three, you fume mad over this defective product  and  angrily call up the cellphone company's help desk.

Most customer choose the last option. They dial the company's phone number expecting that someone from the company will respond  to their needs. 



Indeed, someone would take the call. But too often, that someone does not originate from the phone company office. The person at the other end of the line answers from a call center. If you are fuming mad and feel cheated with the product, you tend to dump your anger at the call center agent who answers your call. You rant and shout. You make demands. But remember that if you do this, the customer service representative will most likely hang up the phone. 



To get the desired results, here are customer's phone etiquette when calling a call center:



BE CALM 

Stay calm and do not shout. Realize that the call center agent did not manufacture the defective cell phone you just purchased. He or she is a lowly employee paid to answer your call.  

If you come up with ranting disgust, you are just barking at the wrong tree. So remain calm.



BE COURTEOUS 

Before a call center can attend to the nature of your call, he will first ask you certain questions like your name, address, birthday,etc. This is for verification purposes. Call center reporting software or call center management requires this protocol. Don't curse the call center agent. Instead, answer the questions properly.



BE SPECIFIC 

Since you are complaining about a defective cellphone in this instance, kindly state your problem clearly. Give the necessary details like     the name the product, model number, name of the store outlet you purchased it from, the date and time, etc. Giving this information will greatly help and speed up the kind of help you need.



LISTEN WELL 

As soon as the call center agent process your issue, he or she will respond appropriately. Listen  well. In this particular instance, you bought a defective cellphone and you either want it replaced or repaired. If you want it replaced, he or she will give instructions on how to proceed. If you want it repaired, she will then set the necessary appointment. Whatever it be, it's a good idea to listen well.



CONFIRM AND SAY THANK YOU 

After giving you instructions on how to proceed, kindly confirm what you understand. Most customers simply hang up the phone after hearing the call center agents instruction, not knowing the basic information given to them. They fee lost afterwards. Under these circumstances, customers will have to make a repeat call. 



This is a waste of time. It would be best if you confirm the instructions given to you before ending the call. You see, this is proper call center management. Say something like, Miss, let me see if I get you correctly.