About This Chapter
Skills for Interacting with Customers in a Call Center - Chapter Summary
Maintaining positive interactions with customers is an important component of success for a call center. This chapter provides an overview of the skills your employees need to work well with customers on the job. Among the skills covered are effective listening skills, professional communication skills and questioning skills. Lessons also examine challenges of phone communication, word choice in customer communication, emotional intelligence for agents and ways to use tone and voice when communicating with customers.
Add any lessons to your corporate training sessions that will strengthen your ability to teach employees necessary skills for interacting with your customers. If you have questions about topics presented in the lessons, feel free to submit them to our experts via the Dashboard. Short quizzes and a practice exam are available to check your employees' comprehension of this chapter.
How It Helps
- Covers general concepts Use this chapter to help your employees understand general concepts like the types of communication styles, examples of empathy statements and basics of emotional intelligence.
- Strengthens skills: Lessons cover ways employees can build important customer service skills and also develop a positive attitude on the job.
- Addresses challenges: Our instructors take a look at challenges commonly faced in customer service when communicating with customers over the phone.
After finishing this chapter, your employees will be ready to:
- Strengthen their professional communication and listening skills
- Describe various communication styles and preferences
- Detail challenges call center agents face when communicating with customers over the phone
- Explain barriers to listening and ways to improve call center listening skills
- Treat customers with respect and maintain a positive attitude during calls
- Implement strategies associated with common caller behaviors
- Use tone of voice and volume to communicate clearly and effectively with customers
- Discuss the importance of empathy as a call center agent
- Share examples of empathy statements and define emotional intelligence as it relates to call center representatives
1. Professional Communicational Skills for Call Center Agents
Professional communications skills for call center agents rely on three simple components: words, tone, and body language. In this lesson, we'll discuss all three, their importance, and how they are best applied.
2. Challenges in Communicating With Customers Over the Phone
Improving the satisfaction of customers and increasing the effectiveness of telephone calls are goals of most companies. Discover some of the challenges that come from telephone communication.
3. Effective Listening Skills for Understanding Customers
This lesson gives you a brief review of the importance of effective listening for the customer service field. It covers how to practice effective listening by showing empathy and acknowledging the customer, as well as some possible consequences if you don't.
4. Call Center Listening Skills & Barriers to Listening
Because communication at call centers happens over the telephone, it is critical to have the skills to listen effectively and remove the barriers that may prevent this from happening. Use the information in this lesson to understand listening issues in call centers.
5. Questioning Skills for Call Center Agents
The question is: Do you know how to ask the question? In this lesson, we'll tackle questioning skills for call center agents, including how to ask questions and the types of questions that fit best in different situations.
6. Treating Your Customers with Respect
In this lesson, we will explore some simple ways to show your customer respect. Knowing a few simple ways to show your customer they are important will go a long way in keeping them as a loyal customer.
7. Positive Attitude & Call Center Performance
A positive attitude in the call center workplace is a win-win-win for employees, customers, and the business. In this lesson, you'll learn more about the importance and impact of a positive attitude.
8. Strategies for Handling Common Caller Behavior
In this lesson, we'll define script and discuss its importance in handling difficult callers. We'll also explore a scenario for each type of common caller behavior: the know-it-all, talker, emotional and confused caller.
9. Word Choice in Communicating with a Customer as a Call Center Agent
Word choice can mean the difference between a disgruntled customer and a happy one. In this lesson, you'll learn more about the importance of word choice in the call center environment.
10. How to Use Tone of Voice & Volume to Communicate with a Customer
How you say it may be more important than what you say! In this lesson, you'll learn more about using tone of voice, volume, inflection, and pace in handling customer calls in a call center.
11. Empathy for Call Center Agents: Importance & Improvement
Empathy in a call center can not only improve a call but also improve a customer's overall experience. In this lesson, you'll learn more about the importance of empathy and some techniques for improving it.
12. Examples of Empathy Statements in Customer Service
This lesson will review a critical component of customer service. We'll discuss examples of how to demonstrate to customers active and empathetic listening to improve engagement and overall communication.
13. Emotional Intelligence for Call Center Representatives
Emotional intelligence is understanding your emotions and your caller's emotions and knowing how to manage each. In this lesson, you'll learn more about how a firm grasp on emotional intelligence can make you a better employee.
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