It is impossible to deliver great customer service if the agent doesn’t know what the customer needs. Sometimes agents become so accustomed to answering the same questions, they start to anticipate the question. Customer service quickly suffers when this happens.
Here are a few ways to avoid this problem:
- Listen carefully to the customer
- Do not interupt
- Do not speak over the top of the customer
- Stay focused on the customer
- Paraphrase the request to confirm understanding
Let me know if you have any additional hints!
[youtube=http://www.youtube.com/watch?v=d7_A_Fpn6-U]