How To Make Callers Feel Important | Online Call Center Agent Soft Skills Part 16

BenchmarkPortal

6 Aug 202104:58

Summary

TLDRThis video script emphasizes the critical skill of making callers feel important in contact centers. It underscores the value of customer retention over acquisition and offers practical tips like showing appreciation, treating callers as individuals, active listening, and addressing issues with genuine apologies. The script also highlights the significance of nurturing customer relationships to build trust and loyalty, ultimately driving business success.

Takeaways

💡 Importance of Feeling Important: Callers want to feel valued and acknowledged, which is crucial for building trust and loyalty.
📈 Retention Over Acquisition: It costs five times more to acquire a new customer than to retain an existing one, emphasizing the value of customer experience.
💰 Loyalty's Financial Benefits: Loyal customers are more likely to try new products or services and spend more, benefiting the company's bottom line.
🙏 Showing Appreciation: A simple thank you can significantly enhance the relationship with callers, adding a personal touch.
🤝 Personalization: Acknowledging past interactions with callers makes them feel valued and important.
👤 Treating Callers as People: Treating callers with respect and as individuals rather than transactions fosters genuine connections.
👂 Active Listening: Listening attentively and responding appropriately earns trust and shows that the caller is important.
🔄 Handling Mistakes: Acknowledging errors and offering apologies can turn around a customer's trust and improve loyalty.
🎁 Going the Extra Mile: Offering special deals or personalized assistance can make customers feel valued and important.
📚 Providing Useful Information: Sharing information about the company's website, social media, or other resources can enhance the customer experience.
🛍️ Attention to Detail: Good customer service involves paying attention to details and helping customers with unexpected needs.
🏆 Building Long-Term Relationships: The ultimate goal is to build relationships, trust, and loyalty by making customers feel important.

Q & A

What is the main focus of the video presented by the contact center coach?
-The main focus of the video is to discuss the importance of making callers feel important in a contact center environment and to provide tips on how to achieve this.
Who is the source of the quote about everyone having an 'invisible sign'?
-The quote about the 'invisible sign' comes from Mary Kay Ash, the founder of Mary Kay Cosmetics.
Why is it more cost-effective to retain existing customers rather than acquiring new ones?
-Studies show that it costs five times more to acquire a new customer than to retain an existing one, highlighting the financial benefits of customer retention.
How does making customers feel important impact their likelihood to try new products or services?
-Existing customers are 50 percent more likely to try a new product or service and spend 31 percent more per purchase than new customers when they feel valued and important.
What is one simple approach mentioned in the video to make callers feel valued?
-One approach is showing appreciation by thanking callers, which can significantly enhance the relationship with them.
Why is it important to treat callers as people and not transactions?
-Treating callers as people and not transactions helps build genuine connections, fosters trust, and makes them feel valued, which is essential for customer loyalty.
What does the video suggest about the importance of active listening in building trust with customers?
-Active listening is crucial as it demonstrates that the customer is important to the agent, which in turn earns trust and strengthens the relationship.
What should an agent do when they acknowledge that they have let a customer down?
-The agent should offer a simple apology, which can go a long way in restoring the customer's trust and improving customer loyalty.
How can informing callers of special offers or helping them find beneficial products or services make them feel important?
-These actions show that the agent is attentive to the customer's needs and is willing to go beyond the basic service to provide additional value.
What is the promo code provided in the video for a discount on training programs?
-The promo code provided in the video for a 20% discount on training programs is 'coach 20'.
What is the core message of the video regarding the relationship between customer service and business success?
-The core message is that making customers feel important is crucial for building relationships, trust, and loyalty, which are essential for the success and sustainability of a business.

Outlines

00:00

📞 Importance of Making Callers Feel Important

The video script introduces the significance of making callers feel valued in a contact center environment. It emphasizes the importance of this skill for agents and outlines the benefits of making customers feel important, such as increased trust and loyalty, which in turn leads to customer retention and higher profits. The script also mentions the cost-effectiveness of retaining customers compared to acquiring new ones and highlights the potential for existing customers to try new products or services and spend more.

🙌 Ways to Make Callers Feel Valued

This paragraph discusses practical tips for contact center agents to make callers feel important. It suggests showing appreciation by thanking callers, acknowledging previous interactions for a personal touch, and treating callers as individuals rather than transactions. The script warns against insincere behavior, as customers can easily detect insincerity, which could harm business relationships. Genuine interactions and active listening are presented as key to building trust.

📝 Active Listening and Problem Resolution

The script highlights active listening as a crucial component of making callers feel important. It suggests that by listening attentively, taking notes, asking relevant questions, and responding appropriately, agents can demonstrate their commitment to the caller's needs. The paragraph also touches on the importance of acknowledging mistakes and offering apologies when things go wrong, as this can help to rebuild trust and improve customer loyalty.

🎁 Special Offers and Additional Support

The video script encourages agents to go the extra mile by offering special deals or finding beneficial products and services for the callers. It suggests providing information about the company's website and social media platforms as additional support. The paragraph emphasizes the importance of good customer service, which includes paying attention to details and offering help even for matters not initially called for.

💼 Building Relationships and Loyalty

The final paragraph stresses the importance of nurturing customer relationships and building loyalty by making callers feel important. It points out that a valued customer is the core of any business and that without customers, there would be no business or jobs. The script concludes with a promotional offer for a 20% discount on training programs using a specific promo code and invites viewers to subscribe, like, and comment for more educational content.

Mindmap

Keywords

💡Contact Center Agent

A contact center agent is a professional who handles customer interactions through various communication channels, such as phone calls, emails, or live chat. In the context of the video, the role of the contact center agent is crucial in making callers feel important, which is central to the theme of enhancing customer experience and building customer loyalty.

💡Customer Experience

Customer experience refers to the cumulative effect of a customer's encounters with a company's products, services, and brand. The video emphasizes the importance of improving customer experience by making people feel valued, which is achieved through personalized interactions and attentive service, as exemplified by the script's advice to treat callers like people, not transactions.

💡Loyalty

Loyalty in the video script pertains to the faithfulness and allegiance of customers to a company, driven by positive experiences and the feeling of being valued. The script mentions that existing customers are more likely to try new products or services and spend more, highlighting the business benefits of fostering customer loyalty.

💡Acquisition Cost

Acquisition cost is the expense associated with attracting and gaining a new customer. The video script states that it is five times more expensive to acquire a new customer than to retain an existing one, underscoring the financial incentive for companies to focus on making their customers feel important and valued.

💡Active Listening

Active listening is the process of fully concentrating, understanding, responding, and then remembering what is being said. The script suggests that actively listening to callers and taking notes can build trust and is a key component in making customers feel important and valued.

💡Personal Touch

A personal touch refers to a gesture or action that conveys a sense of individual attention or care. In the video, acknowledging that a caller has contacted previously adds a personal touch, making the customer feel recognized and valued, which is integral to the video's theme of customer importance.

💡Genuine

Genuine in the context of the video script means being authentic and sincere in interactions with customers. The coach advises against overdoing niceties as they can come across as fake, which could harm the business relationship. Genuine interactions are essential for making customers feel important.

💡Apology

An apology in the script is presented as a powerful tool for acknowledging when the service has fallen short and for rebuilding trust with customers. Offering a simple apology can make customers feel important and valued, as it shows the company's willingness to take responsibility and correct mistakes.

💡Special Offers

Special offers are promotional deals or discounts provided to customers. The video script suggests informing callers of special offers as a way to make them feel important and valued, thus enhancing their experience and potentially increasing their loyalty to the company.

💡Rapport

Rapport is the harmonious relationship or understanding between people. The video script mentions a related video about building rapport with callers, which is a key aspect of making customers feel important. Building rapport can lead to stronger customer relationships and a more positive customer experience.

💡Promotional Code

A promotional code is a sequence of characters that can be redeemed for a discount or other offers. In the video script, a promotional code 'coach 20' is provided as an incentive for viewers to engage with the training programs, illustrating the company's commitment to making customers feel valued and important.

Highlights

Making callers feel important is a crucial skill for contact center agents.

This video is brought to you by Benchmark Portal, a source for contact center training, certification, and consulting services.

Mary Kay Ash emphasized the importance of making people feel important, which is especially relevant in customer interactions.

Studies show that acquiring a new customer costs five times more than retaining an existing one.

Improving customer experience by making people feel important increases trust and loyalty, which benefits customer retention.

Existing customers are 50% more likely to try new products or services and spend 31% more per purchase than new customers.

Treating customers as individuals rather than transactions is key to making them feel valued.

Being genuine and authentic in interactions helps in making customers feel important.

Actively listening to customers and taking notes can build trust and show that they are important to you.

Acknowledging when you have let a customer down and offering a simple apology can help in turning around their trust.

Informing callers of special offers or helping them find beneficial products or services can make them feel important.

Offering information about your website or social media platforms can be a way to make callers feel valued.

Good customer service involves paying attention to details and helping customers with things they didn't initially call for.

Making customers feel important is crucial as they are the core of your business.

Building relationships, trust, and loyalty is essential in customer service by making callers feel important.

A 20% discount on training programs is offered for viewers of this video using the promo code 'coach 20'.

Viewers are encouraged to subscribe, like, comment, and explore certification courses listed in the description.

Additional resources such as videos on building rapport with callers are recommended for further learning.