A call center representative is a position that handles incoming calls from customers who have problems to solve. In this role, communication skills have great impact on work effectiveness and even on the company’s reputation. Here are 7 popular phrases for call center representatives that you can practice on our ELSA app.
1. Good morning! How may I help you?
You can use this sentence to greet customers. Say it with a big smile! Believe it or not, your customers can feel your smile through the phone.
2. I would be happy to help/assist you…
Communication can be hard, especially when the customer on the phone is angry or annoyed. To appease them, your first task is to listen carefully. Then, show your willingness to help by saying this phrase, assuring them you are there to solve their problems.
3. I would feel the same in your situation.
Making customers feel supported is a critical skill for call center agents. A study shows that failure to show empathy can lead to losing customers. In this study, 82% of respondents reported that they do not maintain business relationships with companies whose customer service fails to understand their issues. By using empathetic statements, you can establish trust with your customers and lead to more pleasant experience.
4. I would suggest / I recommend…
You can use this phrase to offer solutions to customers. For example:
Customer: I have forgotten my bank account’s password. What should I do?
You: I would suggest that you go to the nearest agency of our bank to reset your password.
5. Could you give me an example, please?
Sometimes you may not be able to understand the problem your customer is describing. In this case, use this sentence to ask for an example.
6. If I’m understanding you correctly,…
If you are still unsure about your customers problem, use this phrase to explain what you understood. Also, don’t hesitate to ask the customer to repeat. They would rather repeat themselves than leave their problems unsolved.
7. Goodbye [Customer’s name]. Thank you for calling.
The way you end a call is just as important as how you start it. This is the last opportunity for you to make your customer feel satisfied with your service and make a good impression of your company. Use this sentence to say goodbye, and wait for the caller to hang up first.
Thank you for reading, and don’t forget to practice on ELSA!