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Português Mga call center template na nagtataguyod ng matatag na customer relationship
Mga template para sa call center scripts na nagtataguyod ng matatag na customer relationship. Ang scripts ay dapat may introduction, magalang na pagtatanong kung paano matutulungan, at closing instructions. Empathy at consistency sa komunikasyon ay mahalaga.
Maraming kompanya ang nagbibigay ng customer service sa phone at iba-iba ang kanilang gamit na call center script. Kung gusto ninyong sumunod dito sa pag-offer ng pinakamahusay na customer service experience para sa mga kliyente ninyo, kailangang meron kayong magandang serbisyo sa paggamit ng mahusay na pagkakagawang mga call center script.
Sinisigurado ng paggamit ng call center scripts na magiging consistent ang komunikasyon ng support agents ninyo sa mga external stakeholders at mataas pa ang quality. Para makagawa ng mahusay na customer service script, kailangang isaalang-alang ang mga interes na importante sa parehong kompanya ninyo at mga customer.
Paano gumawa ng magandang call center script
Ang magandang call center script ay dapat may sumusunod:
- Isang introduction. Dapat ang script ay magsimula sa isang greeting na babanggitin ang pangalan ng customer. Sunod, dapat magpakilala ang bawat agent at banggitin ang kanilang pangalan at posisyon para maging mas makatao at personal ang experience.
- Matapos ang introduction, dapat tangungin ang bawat customer kung paano sila matutulungan. Ang pag-uusap ay dapat kalmado lang at magalang kahit na ang ibang customer ay tila stressed o frustrated na at mailalabas nila ang galit nila sa customer service agent. Trabaho ng agent na siguraduhin sa customer na maaayos ang isyu nila sa kalmadong paraan.
- Dapat tukuyin ng bawat sample ng agent scripting ang ano ang gagawin kung ang isang customer ay dapat isuot hawakan.
- Kasama dapat sa script ang pangkalahatang impormasyon kung paano makipag-usap sa customer tulad ng anong tono ang gagamitin, uri ng pananalita (pormal o colloquial), at kung dapat ba o hindi gagamit ang mga agent ng jargon, technicalities, o komplikadong phrases. Ang lahat ng ito ay nakadepende pa rin sa uri ng customers na nakukuha ng isang partikular na call center.
- Dapat may kasama rin sa script na section tungkol sa paano humawak ng krisis.
- Panghuli, ang bawat script ay dapat may mga instruction kung paano tatapusin ang pag-uusap.
Mahalagang banggitin na ang customer service agent ay hindi dapat mawalan ng galang o pasensiya kapag may kausap na kliyente. Halimbawa ay meron silang nakausap na customer na nagiging bastos na ang tono. Sa ganitong kaso, dapat sabihin ng agent sa magalang na paraan na tumawag na lang ang customer sa ibang oras o kaya’y i-transfer niya ang call sa isang katrabahong mas sanay sa paghawak sa ganitong mga sitwasyon. Pero hindi katanggap-tanggap na makipag-argumento ang agent sa customer o kaya’y bababaan nila ito ng telepono.
Ang benepisyo ng pagbibigay ng quality customer service ay laging malaki kumpara sa pagiging makitid ang isip o walang galang. Importanteng tandaan na para makapagtaguyod ng matatag na customer relationship, kailangan ninyong maging empathetic, maging mapang-unawa, at siguraduhin sa customer na maaayos ang isyu nila at gagawin ng mga empleyado ng kompanya ang lahat para mabigyan sila ng pinakamahusay na tulong. Ngayon, tingnan natin ang ilang call center script templates.
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Mga call center template na nagtataguyod ng relationships
Call center template na nagtataguyod ng relationships #1
Hello, my name is [agent’s name], and I’ll be assisting you today. Who am I speaking to?
[Customer answers]
Hi [customer’s name], please tell me what I can do for you today.
[Customer answers and describes their issue]
[Customer’s name], thank you for describing this problem so precisely. It’s really helpful to know all the details. Could you also tell me [agent asks an additional question(s) if applicable]?
[Customer answers]
[Agent proceeds with their duties, asks more questions if necessary, and follows the protocols provided for in that particular case. Then they inform the customer about the outcome] Thank you for your patience, [customer’s name]. Here’s what we can do for you…
[Or:] Your issue should be resolved within the next [X] minutes. We will send you an [email/SMS] confirmation and let you know once you can start using our service again. Can I help you with anything else? [Customer answers]
Thank you very much, and don’t hesitate to contact us again if you need any further assistance.
Call center template na nagtataguyod ng relationships #2
Hi, you have reached the [company’s name] call center. It’s [agent’s name] speaking. How can I help you?
[Customer explains their issue]
Can I ask who I am speaking to?
[Customer introduces themselves]
Thanks, [customer’s name]. Fortunately, it’s my [second/third/fourth] case like this, so I should be able to help you quickly. Just give me a few more details, and then it will take me less than [X] minutes to solve this problem. [Agent asks a few more questions and gathers all the necessary information. Then they proceed with the protocol and assist the customer].
[Customer answers questions]
Thank you for your patience and for answering all these questions. I’ve just updated our database with all the necessary information, and your [account/inbox/app…] should work perfectly now. Please test it while on the phone with me and let me know if it works.
[Customer confirms]
I’m delighted to hear that I was able to assist you so quickly. Is there anything else you need my help with?
[Then the agent either continues with assisting the customer or concludes the conversation:] Thank you for contacting us and having a great (rest of the) day!
Call center template na nagtataguyod ng relationships #3
Hello, It’s [agent’s name] from the [company/department/team] speaking. What can I help you with today?
[Customer explains their issue(s)].
Thank you for providing me with all that information. It seems that you need assistance from our technical support team. Is it ok if I put you on hold for a moment to reach out to my colleague who specializes in technical support and then get back to you?
[Customer confirms]
Perfect. Please stay on the line, okay?
[Then the agent informs the customer about the next steps and plans another call to follow up on the conversation or redirects the call to a designated technical support team. They end the call with]: Thank you for reaching out to us. Get in touch with our tech support and remember that you can always reach us on this number [agent provides the number] to discuss any issues you happen to encounter with [product/service]. Once again, thank you for calling us and goodbye.
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