Be Assertive With Customer Service
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When you are working in customer service it is important to be assertive, especially in a call center where you cannot physically show the customer that you are there to help them. When being assertive during a call you have to be confidently aggressive speaking with the customer. This includes taking charge of the conversation immediately with the greeting, by stating the name of the company, your name, and asking the customer how you can help them. Although you should be confidently aggressive you should listen attentively to the customers needs and attempt to address them. After the customer explains his or her needs you should aggressively take the call back into your hands, stating how you could be of service to whatever the needs may be. Let the customer know the positive aspects about the company in order to grab their attention and help them in the best way possible.
When assisting the customer present your information confidently. Even if you are not sure about something you should let the customer know that you do not have information on the topic, but assure the customer that you will find out the necessary information or will have someone get back with them with the correct information. Sounding confident will let the customer know that they will be taken care of either by yourself or someone else. Hopefully this sales technique will help you increase your customer service skills and bring a sales increase for the facility.Written by Glennetta Haymon PhoneSmart call center reservations specialist and writer.
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