Steering the Call
The following segment identifies key statements which, when used appropriately, have a direct impact on the customer psyche. They allow the agent to effectively steer the conversation with any of the caller types.
The CSR is a Driver
When responding to any customer, it is critical to include several steps. Entering a customer call can be compared to sitting down in a car. The CSR must have the mindset of sitting down as a driver - the party who is in control of the vehicle but taking directions from the customer - who is like the passenger with a specific place to go.
In a car, a driver must do three things to drive well. First, he assesses his surroundings and make sure he knows what is around the car.
Secondly, he starts the car, lettin the passenger know the car will be moving forward.
Thirdly, he puts his foot on the gas pedal and steers in the right direction - the two working together to move the car in the right direction.
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New Center Setup
IT and ITES
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