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Reflection Two

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IMPORTANCE OF GIVING CLEAR DIRECTIONS Giving clear instructions or directions is a key in every single activity we perform, therefore in a call center, agents must know the basis to make people follow their mind, I mean, what an agent is asking for to any customer is just an idea on their mind, but when this customer follows directions in an effective way, those ideas become solutions. In one hand, there are different ways of giving directions, nevertheless, the best option is giving soft instructions, for example: I want you to do ….     I would like you to…. Giving directions from a call center is not an easy task. We as humans are used to use our body language in order to make our speech understandable, but through a pair of phones this activity is not possible. In the other hand, there are some rules for giving instructions and explanations. 1.       Keep the language simple: It means do not use a technica...
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Reflection Three

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HOW IMPORTANT IS DEALING WITH ANGER? In any call center, the agents will face angry callers every single day. How they handle these interactions can either lead to a successful resolution of their issue or losing the customer forever. For that reason is so important to have the necessary tools to deal with these emotions that become very common every time that a problem exists. There are some important aspects to take into account to hold customer´s horses. First , it is impotant to use Acknowledge, it means being sympathetic to the customers concern by using some specific phrases such as: I can understand your frustation... Second , being Confident, it follows up acknowledgement with an assurance that you are committed to resolving the issue, for example: I can understand your frustation, but I am here to help you. Third , it is so highlited that agents need to Listen, they have to be sure they have understood customer`s complaints, it is necessary do n...
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