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You are the customer service manager and one of your agents keeps:
- Interrupting the customer while they're speaking
- Does not make eye contact with the customer while talking or listening
- Tries to rush in solving the problems
What do you do?
Join in the conversation and guiding the engagement then after resolving the issue with the customer and making sure the customer leaves happy. Then have a meeting with your employee and explain to him/her his strengths and improvement area of listening
Following responses depending on the importance of the meeting
1. If the meeting is one with low stakes : Allow the agent to complete his sentence, find an appropriate point to interject the conversation and take over the conversation. Coach the agent after the meeting with appropriate feedback. Have mutual agreement on deliverables, set next call objectives with the same or other customers
2. If the meeting is one with high stakes : Allow the agent to complete his sentence, find an appropriate point to interject the conversation and take over the conversation. Coach the agent after the meeting with appropriate feedback. Have mutual agreement on deliverables, set next call objectives with the same customer to make amends (if necessary).
While coaching the agent, it is important to analyse his/ her training needs on technical and/ or soft skills.
Intervene gently asking the customer what is the problem they are dealing with and help the employee solve it.
Later, take the employee and try to understand the source of his/her behaviour. Maybe company problems or familiar ones.From there try to find a solution with him/her.
Firstly apologise to the customer about the rude behaviour of the agent. Post dealing with the customer, would like to check with the agent and advise him to treat customers with care and respect. Treat them as they ought to be treated.
Talk to the employee in a professional manner by telling him what are the proper way on how to deal and address customer requirements on a proactive collaboration with the customer.
I will request the cusomer to wait for a while. I will take the employ on one side and tell him that what he is doing is not the way to deal the customers. I will tell him to be humble with customer and listen to him patiently.
i will help him to serve better the patient with anger controle and enhance listening to him and to custuomer therafter i will give him more professionnel formation.
A primary job of any Manager is not to boss around. Instead be a leader, talk to them - on job or outside in a cafe bar! Let it be a constructive two way communication. Be ready to give and take advices!!
If siting together and talking to each other can avert wars, definetly it would put things into perspective for the employee and help him identlfy his mistakes!
For the sake of transparency, I will come and ask how can I help & assist the customer-related issue. In this way not only the customer can satisfy at the same time my staff will learn also how to handle customers either the customer is too irritating.