How To Make Callers Feel Important | Online Call Center Agent Soft Skills Part 16
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
📞 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
💡Customer Experience
💡Loyalty
💡Acquisition Cost
💡Active Listening
💡Personal Touch
💡Genuine
💡Apology
💡Special Offers
💡Rapport
💡Promotional Code
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.
Transcripts
hi everyone
this is your contact center coach here
to talk about one of the most important
skills you can have as a contact center
agent
how to make callers feel important in
this video we'll talk about what that
means
why it's important and i'll give you
some great tips on what you can do to
make callers feel
valued and important this video is
brought to you by benchmark portal
the source for contact center training
certification benchmarking and
consulting services
please subscribe like comment and share
this video
to help us keep creating educational
content just like this
and please stay to the end of this video
to receive a special offer
mary kay ash the founder of mary kay
cosmetics
once said that everyone has an invisible
sign hanging from their neck that says
make me feel important and she was right
everyone wears an invisible sign that
says don't forget me
acknowledge me or make me feel important
that's true in life but especially when
working with callers on the phone
customers want to feel valued but why is
that important
isn't giving callers what they call for
all that's necessary
well studies have shown that it costs
five times as much to acquire a new
customer
than it does to simply retain an
existing one
improving the customer experience by
making people feel important
increases trust and loyalty in you and
that keeps people coming back to do
business
and existing customers are 50 percent
more likely to try a new product or
service
and spend 31 more per purchase
than new customers there's no question
that retaining customers through loyalty
has bottom line benefits for you
and your company so let's look at some
ways you can make people feel
important and build that loyalty with a
few simple approaches
showing appreciation by thanking callers
can move mountains in your relationship
with them
if you can acknowledge that they've
called previously it adds a personal
touch that makes people feel valued
so whenever you can thank callers for
doing business with you
treat callers like people not
transactions
treat them as you'd want to be treated
if you were the caller
but don't overdo it because it can come
across as fake
and customers can spot a fake easily
which may cost you
their business so make customers feel
important by being genuine
and authentic
actively listening to people earns trust
in who you are
and what you do it says you are
important to me
so listen and take notes ask relevant
questions and
maybe even brainstorm ideas but then
respond appropriately and when they
respond
listen even more for a great video on
how active listening can benefit you and
your callers
click on the link above let's face it
things don't always go well and
sometimes they can be out of your
control
in any case acknowledging that you let a
customer down
and offering a simple apology can go a
long way in turning around that person's
trust
because when you demonstrate that you
can handle a problem
it makes them feel important and that
can actually improve customer loyalty
when possible do something special for
example
informing callers of special offers that
are taking place
or helping them find a product or
service that would benefit them
you can offer information about your
website or social media platforms
and there may be other things your
center allows you to offer
that makes callers feel important the
point is
that good customer service means paying
attention to details
and when possible helping people with
things they didn't call for
or didn't even know were available
making customers feel important is
crucial because a valued customer is the
core of your business
without customers you don't have a
business or a job
so nurture every single one of them to
the best of your abilities
because it's not just about providing
customer service anymore
it's about building relationships trust
and loyalty
by making callers feel important
for watching this video you can get a 20
discount on any of our training programs
by using the promo code
coach 20 when you enroll
please subscribe like and comment and
check out our awesome certification
courses listed in the description below
you might also like this video about
building rapport with your callers
or this other one from benchmark portal
just click or tap on your screen
this is your contact center coach saying
game over
now go out there and be great
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