We always value customers who are keen to give us their feedback. I am going to take care of this for you.” ![]() “I’m sorry to hear that, it does sound frustrating. “I’m sorry about your poor experience and I appreciate you bringing this to our attention. Now let’s see what we can do to resolve the problem …” “I completely understand how frustrating it is, but we’ll get this handled. Let’s see if there is anything we can do to help the situation.” “I’m sorry you are having this problem, that would certainly frustrate me too. I would feel the same in your situation, but we will sort this out…” I realise that this situation is difficult, but let’s try and find a solution.” Now please tell me exactly what happened and I will get to work on fixing this.” will be with you directly.”Ĭopy to clipboard Call center template – Handling angry callers Please don’t worry, this is just the line switching. Don’t worry, this is normal and someone will pick up right after that.” “After I transfer you, there will be a short series of beeps. “When I transfer you, there may be a moment without sound. Would it be alright if I transferred you over to a specialist that can look into this?” ![]() “That seems to be outside of my area of expertise. Do you mind if I put you through to him right now so you don’t have to repeat your issue again?” “It looks like you were working with my colleague before. Her direct number is (phone number), in case you get disconnected. “, I am going to transfer you over to in the sales department. “, the best person to answer your question is from the tech support team. They should be with you in less than two minutes. “I’m going to connect you to our service department now. “, please stay on the line while I’m transferring you to the sales department.” “, unfortunately I can’t help you with this, but I’ll put you through to the accounting department, just stay on the line for a moment please.” Do you mind if I put you on hold for a moment?”Ĭopy to clipboard Call center template – Transferring a call “I have a solution for the issue, but it’s going to take me a little time to set things up. “I’m confident this is the right solution, but let me just put you on a brief hold to confirm with my colleague.” “, do you mind holding? I will need to … I’ll be back on the line with you soon – two or three minutes at the most.” “It will take me about two to three minutes to … Do you mind if I put you on a quick hold?” “If it is ok with you, I am going to put you on hold for a moment while I look up your insurance information.” ![]() “Would you mind holding for just a moment while I check your account details?” I’m still looking up your information but will have an answer for you in just a moment, please hold for a few more seconds. “, I will check to see if is available to take your call. ![]() Could you please hold for a couple of minutes?” “I’m not sure if we can do that, but let me check. “, can you please hold while I retrieve your file? I will be back in a minute.” “May I place you on hold for about a minute or two while I take a look into that for you?” “Please hold for a minute so that I can speak with my supervisor and get back to you with an answer.” “, please hold on for a second, I’m going to check your last payment details right now.” When ending a call, be sure to thank the caller for having contacted your business and add a courteous call-closing statement.Go off the script when it’s appropriate to keep the conversation feeling natural and avoid sounding robotic.Ask the caller if it’s okay to put them on hold and thank them for being patient.Inform the caller they are being transferred and explain why it’s in their best interest.Avoid negative language and keep the conversation positive by focusing on how you can potentially resolve the caller’s issue.Adapt your communication style to the caller to build greater rapport and trust with them.Maintain a professional tone throughout the entire conversation even when handling difficult customers.Apply active listening techniques to get a better understanding of the caller’s needs and ensure more efficient communication.When greeting a caller, make sure to introduce yourself and the company.These simple good etiquette practices will make your call center seem more professional and, more importantly, they will create a better overall customer experience. Whether you are conducting a cold call or answering a customer service inquiry via phone, there are always rules you should follow.
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