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Call center etiquette refers to the set of guidelines and best practices that customer service representatives should follow when communicating with customers over the phone.
The 7 P's of phone etiquette are promptness, politeness, professionalism, personalization, product knowledge, problem-solving, and purpose.
To end a call with proper call center etiquette, it's important to summarize the conversation, ask if the customer has any further questions or concerns, offer assistance, thank the customer for their business, and end the call on a positive note. This helps ensure that the customer feels satisfied and appreciated, and helps to leave a positive impression of the company.
To handle angry customers in a call center, it's important to remain calm and professional, actively listen to the customer, show empathy, apologize if appropriate, not take it personally, offer a solution, and follow up to ensure satisfaction. By following these guidelines, call center representatives can effectively manage angry customers and turn negative experiences into positive ones.
The best opening statement in a call center is one that is friendly and professional and helps establish a rapport with the customer.