Customer Service Environment Is Extremely Important

Listening in any customer service environment is extremely important. However, professional call center agents face extra challenges that brick-and-mortar customer service employees typically don t have to address. Why? Because without using intentional listening techniques while assisting customers over the phone, you risk frustrating your caller before the conversation even begins in earnest. To understand how important it is to train employees the differences between call center interactions and improving in-person customer service, you must dissect how humans communicate in different settings. The first step is to get rid of the notion that communication is simply the exchange of ideas – words – between two people. Effective communication is more than just hearing the spoken words and responding politely. In face-to-face conversations, body language, specifically gestures, facial expressions, eye contact, posture and even silence, provide visible clues that words alone don t reveal. For call center representatives, who don t have these clues, paying close attention to tone, inflection and rhythm of the dialogue helps identify the emotions behind the words that necessitated the call to the service center. Why Intentional Listening in the Call Center is Crucial For Fostering Customer Relationships Seven out of ten consumers polled by Forrester Research say that valuing their time is the most important factor driving a positive customer experience. And, another surveyShow MoreRelatedService Encounter Report1465 Words   |  6 Pagesï » ¿Service Encounter Report 1.0 Introduction The purpose of this report is to critically evaluate the services encounter using service marketing perspective. In order to do this report, I had experience few service industries around Kota Kinabalu area. 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