As an inbound call center agent, your responsibility is to provide good customer service. Customer is the most vital asset in a business, without them, it would not exist. Thus, it is very important to have a good customer service not just to make the customers happy but to attract potential customers as well by word of mouth. It also gives the edge over competitors. Good customer service results to repeat guests while bad customer service drives customers away taking their friends, family and workmates. I’m sure that you have experienced this, if your friend tells you about the bad service of a restaurant, you won’t surely try that. A satisfied customer creates a sense of trust with the company; this is twice as effective as direct marketing, advertisements and other expensive strategies just to attract customers.
In order for you to do this, you need to understand their needs and meet them, or much better to exceed those needs. For example, you’re taking a hotel booking, and you find out that your customer has a one-year old baby; perhaps you can ask if they need a baby cot or babysitting service so you can put this to notes. This will surely delight your call center customer. It is a fact that most customers’ needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Make them feel important and appreciated. Customers are very sensitive and know whether or not you really care about them.