Reflection One



IMPORTANCE OF KNOWING CUSTOMERS´ NEEDS AND EXPECTATIONS


In the process of English for Call Centers, we have been studying the importance of knowing    customers' needs and expectations in order to be the best option for the public. 
Agents have to listen carefully and be capable of understanding someone else situation through empathy and patience. Not every single day the companies are going to receive a call with the intention of receiving a solution but sometimes the customers are calling just because they want to talk with someone else, maybe they are depressed or sad and in these cases the agents need to be careful with the language they are using and try to satisfy the customer in emotional stages of life even thou it is not their job.


The agents also have to be capable of predicting the customer desire, what is going to help them to comprehend and in that way to offer the best service to maintain those customers and to gain more.




BACKCHANNELING



Backchanneling is basically the interaction between the speaker (customer) and the listener (the agent) or viceversa. 

Answering a call is not just listening but using language, interjections, or empathic expressions to make the other feel he/she is being listened and understood. 
Backchanneling involves the use of specific phrases classified as verbal and semi-verbal responses. Verbal responses are the repetition of some expressions from the speaker while the semi-verbal responses are the ones that are pronounced with the intention to show attention to the other person. 

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