Customer care series: Working in a call centre

The call centre. Whether it’s for customer service, research or selling, for many students it’s the part time job to help cover what could be a costly few years. Call centre jobs may be convenient, require minimal elbow grease and you could be given extra rewards for your performance. However, these tips can be convenient for any job that requires you to use a telephone.

Introduction: Since contact with the customer is solely on the phone, the introduction can pretty much determine the direction of the call. The tone and pace of your voice can either make you out to be a genuine professional or a cold caller out to make a quick buck at anyone’s expense. Each company has its own guidelines however the few tips below have helped me with building that trust.

Initial greeting: Always introduce yourself by giving your name. It’s important for them to know they are speaking to a REAL person which can be easily forgotten.

Be talkative and friendly whilst remaining professional: you don’t have to be so ‘wooden’ to be taken seriously. Likewise, being overly friendly can also be off putting. It’s all about a good balance.

Dealing with the unexpected: A great quality to have is to be able to think on your feet. Considering you will have contact with many people with various needs, you may be put in a position you had not been expecting. Whether it’s a question for which you haven’t the slightest clue about or you experience a ‘difficult’ customer, keeping calm and professional is key.

The tone: Remember it’s all in the tone and pace, sometimes it’s HOW you say something rather than WHAT you say that can do wonders.

Communication: listen to what the customer is saying and fully understand them before proceeding to the next part of the conversation.  Speak clearly and explain your point so they have also understood.

Written by a graduate of Westminster University who has chosen to remain anonymous and has over four years of work experience in customer care.


About studentsofwest

This blog was created for the students of Westminster university. WEST stands for Westminster's efficient, successful and triumphant students. Hopefully this blog will help students in wanting to achieve these qualities. It won't make student's an overnight successes. Rather it is meant to be a gentle nudge for the student so that they pave their own road in life, whilst at the same time benefitting other students (for the students, by the students). Students can email in their ideas and queries to Finally: Mother to Son Well, son, I’ll tell you: Life for me ain’t been no crystal stair. It’s had tacks in it, And splinters, And boards torn up, And places with no carpet on the floor— Bare. But all the time I’se been a-climbin’ on, And reachin’ landin’s, And turnin’ corners, And sometimes goin’ in the dark Where there ain’t been no light. So boy, don’t you turn back. Don’t you set down on the steps ’Cause you finds it’s kinder hard. Don’t you fall now— For I’se still goin’, honey, I’se still climbin’, And life for me ain’t been no crystal stair. By Langston Hughes You can make it students of WEST!
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