Tolerance is important when it comes to making your call center solutions effective in handling all issues they receive. Tolerance means the ability to accept other people regardless of who they are and realizing that like any other human being, they too can make mistakes. Tolerance is a person’s ability to interact with human beings without prejudging them, but giving them a chance to be different. When it comes to business phone services the success in handling issues lies not only in technological advancements and capabilities, but also in human abilities. Your company representatives should be tolerant towards your customers, not simply because the customer is always right. However, while customers are not right all the time, they have the right to be heard. Their concerns are valid and it is a company’s obligation to address each customer’s issues.
Don’t Take It Personally
The most common mistake that company representatives handling telephones is that they fail to separate themselves from the company when customers raise an issue. When customers yell over the phone to express their frustration, company representatives take it personally. They feel like their mom or dad just called to nag at them. They fight back with the same tone and the same sarcastic responses. Instead of trying to see things from the customer’s point of view, they allow the little rascals within to deal with the issue. They are intolerant of the customer’s emotions and views simply because they feel personally attacked.
Don’t Assume Right Away
When customers contact your company, they do not simply take some of their precious time to destroy someone else’s day. They feel and believe that their issues are valid and that they deserve a solution. Therefore, when they give you a ring, make sure your company representatives are willing to listen and be tolerant of how the customer’s express their frustration. Allow your customers to tell you what they feel and how unsatisfied or unhappy they are. They may not be right. They may even be totally wrong. They may feel unhappy with the high quality service, the appropriate payment application or the discounted extended warranty. Be tolerant and don’t assume that customers are making up stories or are just trying to be difficult to deal with. Realize that they don’t see things as you do, but they expect you to provide the solution and that’s a good sign. This means they still trust you despite what they have experienced or feel.
Don’t Deny Them Hope
Your response can make or break your customer’s spirit. Your response can even make their day as you make them feel valued or special. You’ll never know, you may be the only person who gives them that glimpse of hope that there is something good that can happen to them today. You never have to give in to their wishes. However, if your company representatives handling your business phone services are tolerant enough, your customers might even be the…