Managing customer conversations in the call center
By Donna Fluss, President, DMG Consulting LLC
SearchCRM.com
With respect to "chatty" cus
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tomers, here is an alternative perspective that is worth considering. When speaking with customers, agents must use effective listening skills to hone in on the explicit reason for the call to determine how they can best address the customer's need. At the same time they must be trained to listen for implicit concerns that the customer is trying to convey – these can be expressed in a word, tone or attitude. Customers often share a wealth of important and useful information about their life, situation and needs, during a call. (Marketing organizations often spend a great deal of money to obtain exactly the kind of information that customers freely share with call center agents.) Agents who are trained to zero in on these customer cues are highly effective in optimally matching the right products and programs to each customer's needs. In doing so, they are extending relationships with the company through valuable cross-sell/up-sell opportunities and building loyal and highly satisfied customers at the same time.
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