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

Summary

This 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.