CALL CENTER TRAINING: EFFECTIVE LISTENING SKILLS FOR UNDERSTANDING CUSTOMERS

[@tarnz05]

I'm starting a call centre job soon, I have never done this kind of job in my life so listening to this is very useful for me, thank you so much. Hope to see more of your videos of how to deal with irate customers on different circumstances.

[@evaok16]

How's the job going so far

[@ROILAWFIRM]

I'm thrilled to hear you found the video useful! Starting a new job, especially in a call center, can be quite the adventure. It's great to know the content is helping you feel more prepared. I'll definitely share more videos on handling difficult customer interactions-it's a crucial skill in this line of work. Stay tuned, and best of luck with your new job! Remember, every call is an opportunity to learn and grow. 😊📞🌟

[@kathrynson850]

I have a question. You said appologizing is a good 1st practice. I always do that. But then my coach would say "what are you appologizing for?" I think I cannot appologize to the customer if I don't uneerstand whatever it is she is saying. It can be due to connection issues or customer is just talking too fast because they are already angry. I know they will get mad if I appologize 1st to calm them down and then suddenly ask what was wrong. Therefore I need to be able to hear and understand 1st in order to appologize. If I cannot understand due to.. for instance connection issues, is it ok to cut them off while they are already speaking? And I tried saying "Sorry ma'am, I can't gear you clearly you are cutting in and out." (mostly it is because their mouth seem to be far from the phone speaker) and then when I repeat that in order to let them know i cannot hear them clearly two to three times already, they are going to get more upset. Can you make a video giving tips on this one?

[@ROILAWFIRM]

Your question brings up a really important point about the nuances of communication, especially in a customer service setting. Apologizing as a first step is indeed a best practice because it shows empathy and a willingness to address the customer's concerns. However, as you've noted, it's crucial to understand exactly what the issue is to make your apology genuine and specific. When facing connection issues or when a customer speaks too quickly due to frustration, it's understandable that clarifying before apologizing is necessary. Cutting off a customer should generally be a last resort, but when it's done politely and with the intent to improve communication, it can be acceptable. Your approach of saying, "Sorry ma'am, I can't hear you clearly; you're cutting in and out," is polite and indicates that you're actively trying to understand and help them. Given the complexity and importance of handling such situations effectively, creating a video with tips on how to navigate them sounds like a fantastic idea. This video could cover strategies for acknowledging the issue without prematurely apologizing, politely asking for clarification, and managing the call effectively even when technical problems arise. It could also provide tips on maintaining composure and empathy when customers become more frustrated. Thank you for suggesting this topic-it's definitely something many customer service professionals can benefit from, and it's a great addition to the content planned for focusing on the legal aspects and communication skills in professional settings.

[@LADYBOSS047]

Hello,I am glad that I found your video.. Can make a scenario about bill..like the cx is on the phone & she said she has been charged for $50 last month..How would the agent respond to this ex.Thank you...I would really appreciate it.

[@ROILAWFIRM]

Thank you so much for reaching out and for your kind words about my content! I'm truly glad to hear that you've found my videos helpful. However, I wanted to share an exciting update with you: I've recently transitioned into a new phase of my career as a lawyer, and as a result, my channel is now focusing more on legal topics and insights. While I might not be creating content specifically about customer service scenarios like the one you've described anymore, I hope you'll still find value in the new direction we're taking with legal advice and discussions. Of course, regarding your question about handling a billing issue, the key in such scenarios is always empathy, clarity, and taking prompt action to resolve the customer's concern. Thank you again for your support, and I hope you'll continue to find the content on my channel informative and helpful, even as we pivot to these new topics. Wishing you all the best!