The sellers are insincere

[mehadihasan12345]

The average customer who contacts a call center (sales department) does not seek to express gratitude to its employees and thank them for their work. People call to complain about problems. Operators understand perfectly well that they are talking to a customer concerned about their problems, so they introduce elements korean girls number of empathy into the scripts. But the whole catch is that people are sensitive to the moment and they do not like this game without real empathy.

It is also true that many customers (60%) are disappointed in communication with call center operators, service centers, etc. What does this mean? Only that people lack the participation of the interlocutor, so they remain dissatisfied. And for the company, this means losing a client. Unifying phrases, like empathy, help solve problems.



There is no need to script empathy! It must be demonstrated through persistent training. If you sympathize with customers sincerely enough, they will believe and feel sympathy. Then the very fact of communicating with the seller and the brand will leave a positive impression on people. Otherwise, the scripted nature of employees will leave a negative mark in the minds of a disappointed person, and he will go to a competitor.

Inflexible script
There are situations when the template does not solve a specific issue. In isolated cases, improvisation from an experienced seller is enough. But if this is observed quite often and the script does not have the necessary handler, then this is already a signal - it's time to send the call script for revision or make a new one.