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10 Things A Call Centre Agent Should Never Say To Customers


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This presentation explains 10 things a call center agent should never say to the customers and suggests the better phrases to use instead.

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10 Things A Call Centre Agent Should Never Say To Customers

  1. 1. 10 Things a Call Centre Agent Should Never Say to Customers
  2. 2. Don’t say: Calm Down! What to say: Telling a client to calm down sometimes makes him angrier. Instead, keep a calming voice, talking politely and slowly trying to diffuse the customer’s anger.
  3. 3. Don’t say: We don’t deal with that! What to say: Don’t say to a client that you can’t do with the problem. Instead, use words and choose phrases that express the same message but aren’t as blunt such as “let me connect with my supervisor to check if we can help”
  4. 4. Don’t say: Would you like to talk to my supervisor? What to say: The client may not be interested in talking to your boss. All he wants is to have his job done. So don’t send calls to supervisor except as a last solution to the problem.
  5. 5. Don’t say: I don’t know! What to say: Customer think that you know everything. If you don’t have an answer or solution to the problem, find it and provide it to the customer.
  6. 6. Don’t say: I’ll just put you on hold! What to say: Customers get annoyed when you put on hold, by just saying “I’m going to put your call on hold”. Instead, if you are putting him on hold, ask his permissions first.
  7. 7. Don’t say: That’s our policy! What to say: The customer doesn’t really care about your company’s policy. So make use of different words to let him know that it’s your policy regarding something.
  8. 8. Don’t say: There’s nothing I can do! What to say: The customer believes that you have total authority over every aspect of the company. So, instead of saying that you can do nothing for him, focus on problem and take help from your team to deliver the solution.
  9. 9. Don’t say: That’s not my department! What to say: Instead of saying that’s not my department, the best option is to switch him to the concerned department or personnel.
  10. 10. Don’t say: I don’t set the company’s policy! What to say: Try to keep all personal discontents out while handling a client. There is lot more information out there. Discuss with your supervisor and team to deliver the right solution.
  11. 11. Don’t say: Not saying anything! What to say: If you don’t know how to respond to the customer’s question, don’t be silent. Instead, keep him engaged in conversation while you check out the solution to his problem.
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