In the customer service context, conversations have always been complex, as they go beyond the simple exchange of words.
When agents talk with a customer, they convey meaning not just through words but also through pauses, the tones of their voice, and other sounds such as sighs or laughter. Great conversations are a result of the harmonious blending of these elements.
However, now that service providers connect to customers using various channels, including the phone, email, SMS, and live chat, conversations have become a lot more complicated. In the call center setting, the quality of a customer interaction can make or break the entire branded experience.
Thus, customer service representatives must know by heart the unique features of the tools they’re using so they can adjust their communication techniques accordingly. This way, messages are conveyed much more effectively, which then drives up customer engagement.
Aside from this, however, there are other factors that exemplify great conversations in the contact center. Here they are.
1. Vivid descriptions
Phone, live chat, and emails limit conversations to either voice or text. While you can send photos and other media via online means, nothing beats face-to-face communication in the visual aspect. To make up for this particular barrier, call center agents must use descriptive words to effectively paint an image or get the message across. For example, when talking about a new product and its features, it’s much better to give detailed descriptions to pique the customer’s imagination. Talk about colors, texture, and structure, and make comparisons with similar objects, if possible.
2. Positive emotions
Positive emotions add life to conversations. For example, if the agent is enthusiastic about the subject being discussed, the customer will tend to mirror this emotion. This lightens the mood of the customer interaction, promotes understanding, and builds trust between the two.
On the other hand, conveying negative emotions like impatience and lack of interest, will only result in poor customer engagement. These attitudes may trigger conflict and thus get in the way of resolving customers’ issues.
3. Sincere interest
When customers feel that the agent is genuinely interested in what they have to say, they become more comfortable during the conversation. Contact center representatives can express their interest by listening attentively, empathizing with the caller, and making suggestions that truly target the customer’s needs. This is also one way to acknowledge the customer’s emotions and make them feel that they’re being taken care of.
4. Great questions
One of the most important communication techniques that all call center agents must master is asking the right questions. The right questions would cut to the core of the customers’ problems and will therefore hasten resolution. On the other hand, raising irrelevant questions will only make transactions confusing and needlessly long.
5. Lively stories
Storytelling has long been regarded as a powerful way to capture the attention of customers and engage them in productive conversations. If you have a catchy story to tell customers, and it’s relevant to what’s being discussed, don’t hesitate to share it with them. Interesting tales can make a customer interaction memorable, and they also allow brands to show off their one-of-a-kind personality.
