Call Center agents, how do you build rapport with customers?

[LAPA]

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to avoid dead air: place on hold.

[cromagnon]

just try to explain ur product nlang , or how are u today sir.

or welcome to windows xp , if u want to talk press 1 . if u want to argue press 2 . if u want to shit press 3


or


the subscriber ur calling is currently not avcailable. pls try ur call later.

[simonjed]

I agree...never talk about race, religion and politics....I have had one agent during the language assessment, he talked about Bob Marley and he idolizes him because he stood against the white people....toinks...that was his last day in our company....hehehe

ahaha sakto dyud kay ang uban grabe ra ba discrimination

just try to explain ur product nlang , or how are u today sir.

or welcome to windows xp , if u want to talk press 1 . if u want to argue press 2 . if u want to shit press 3


or


the subscriber ur calling is currently not avcailable. pls try ur call later.

ahaha mura automated system...hung up daun customer save AHT..goodluck QA!

[softie]

correct! beat dead airs by building rapport. try to talk anything under the sun. just dont talk about religion or politics but if cx insists do your chicka power. yahoo will be helpfull and google too.

[sassy_gurL]

unsa diay nang rapport?

hahaha!! LOL!!!
btaw uie, wa pud ko kabalo unsaon na..
nangutana ko sa akng T.L., gitubag ra ko nya "we are on the same boat."
toinx!! hehehe..

[scionrazer]

Rapport is important oie. I should know because I WAS once an EU or customer. 6 years man ko sa States and then Sprint user ko plus WAMU pa jud akong bank. So technically, I was talking to Bisdaks, and wala ra ko kahibaw hahaha.

But rapport is a key skill, it's good for your Customer Satisfaction metrics, it doesn't make you look callous or crass..plus I appreciate someone that cares about me. You don't have to talk about non-sense. If nag.install mo og OS, you can ask him, if this has happened before, or is it their first time. If first time gani, reassure them that you will guide them. Give him helpful tips in the future. You can stick with the topic (problem) but don't go straying off to really off-beat topics like the weather or traffic or the news. Take hints from the customer mismo pud. Americans love to babble away and yap yap yap..daghan istorya mga kano. What you do is listen to the stuff they talk about and use that info for your rapport. Naa lang siguro ko edge coz American man ko hehehe and nakapuyo jud ko didto and work didto for 6 years. BUt if you dont practice rapport, you'll never get good at it. But yeah the downside to rapport is AHT. Patay jud ko sa AHT. Unsaon man pud na nimo ang AHT if imong Satisfaction and Resolution kay bagsak pud. "The representative was unclear, sounded like he wanted to get rid of me and didn't seem friendly. It felt like I was talking to an automated robot." Tsk tsk. Nahan mo ana? Sige ko KUDOS before, but patay pud lagi ako AHT. Soon enough, you'll find a good balance between AHT, Rapport and getting the problem solved during the First-Call. First Call resolution jud dapat kay kapoy bya sige'g tawag og customer/technical support, then naa pay hold-time and then dali-dali.on pa ka sa agent then wala gihapon ma.solve ang problem. Tsk tsk.

[xkenikensx]

katawa ug apil kung mo katawa sila bwahahaha

[LoGgZz]

Maihap nalang gyud diay ang kabalo mu build ug rapport sa mga call center agents karon.

[cardwell164]

pinaka way ayo mo build rapport kanang customer service sa PLDT mydsl nga mga tagalog. kalagot na cla. balik2x ang solusyon. d nlng jud magpadala og technicals on site hehe