Secondly, the average waiting time to talk to a customer care executive is around five minutes, which can increase two to three times during peak hours. The customer has to struggle through a recorded voiceover welcome message and few irrelevant schemes announcements before finally reaching you, so their temper bar is already on a rise.
I am not saying that customer is always right. They are sometimes too exaggerating, sometimes complaining only to get discounts and sometimes calling just to do time pass. They are even abusive. But you can’t hang up the call without requesting them “Thrice” to stop using foul language. You have to act and react totally differently with your headsets on. This can either teach you to increase your patience lever and how to control your reactions in tight situations or it can add to your stress level manifold. The only thing that you have to understand is that the customers are abusing the services or the products and not you, so don’t take it to your heart. This understanding will help you to find a calmer you.
- · AHT (Average call Handling Time),
- · The information provided to the customer (whether right or wrong)
- · Were you sounding empathetic or monotonous
- · Did you give your opening and closing greetings well (Yes you have to greet the customer, no matter however angry he may sound
- · Did you were attentive enough or customer had to repeat his query.
- · What was the call hold duration and did you tell the customer before putting on hold.
- · Did you wrap up the call within the stipulated time, which is generally 2-3 minutes?
- · You also have to make note of the conversation with the customer mentioning his name and contact number on the computer so that others can also extract the information if they get a call from the same customer again.