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May 7
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 When it comes to handling customer’s issues, the faster you provide a resolution, the better the interaction will go. As a call center agent, you must always be polity and friendly, but should always keep in mind that callers just want their concerns addressed. Agents who over explain and focus on other issues as a way to project a helpful attitude run a risk of damaging what would other wise be a productive interaction
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Great point Ozzie... I dislike phones and it could be because of this problem of over explanation... Another problem is lack of directed explanation that fits the case...
I believe you're right. However, if the call center agent is specialized in a certain field, let's say brain tumours! Supposing he is a doctor, he would have to control himslef not going very technically on the subject. In my opinion, call center agents should be just ordinary people who have studied and have become familiar with the matter that the're called about.
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Amen, Ozzie. There's nothing worse than a looooong customer service call. Or being put on hold forever, or bounced around between all the departments (billing, customer care, etc.).
Posted by: Easton Ellsworth | May 13, 2006 9:42 AM | Permalink to Comment