This is a listicle of practices customer service agents should avoid in order to retain their jobs in a receding economy.
If you were thinking that the War in Ukraine would only end up hurting the people in Ukraine or perhaps also the countries surrounding it, you probably would have realized by now that that is simply not the case. In fact, things have become so dire that the global economy seems to be on the brink of recession. You can see signs of that everywhere. While all kinds of economies, including developed ones such as the United States of America to underdeveloped ones such as the Islamic Republic of Pakistan, seem to be struggling, large corporations, of the likes of Google and Microsoft, that were recognized as organizations that do not lay off employees are now proceeding with mass firings.
1 How the Receding Nature of the Economy Impacts Professionals
Just like in every recession, mass layoffs are to be expected as organizations look to cut costs. In this scenario, it is best for all professionals to do their best to show their respective companies that they are worth the costs the corporations are paying in the form of their salaries. We are not writing this to merely create a panic; in fact, to help employees retain their jobs, we have taken up a mission to produce precise and purpose-driven content. Today, we are going to place the spotlight on the world of customer service. In case you are a customer care representative, this listicle is exactly your cup of tea as we are going to not only name but also elaborate upon practices that you must not perform as they will compromise your job security in this receding economy.
2 A Significant Detour
But before doing so, let us stress the importance of having good role models to look up to. To find those role models in the field of customer service, it is best to ring up the customer care teams of the biggest service companies in the country. Here is why we say this: the biggest companies have the best customer care representatives because they know that they cannot have poor employees representing them. After all, in the age of social media, one poor interaction on the part of such a big company can ruin its reputation to a level that it will lose millions of dollars in revenue. A big-shot company that has a reputation even better than those of other massive companies in terms of customer service is Xfinity. If you want to ring up Xfinity customer service, go ahead, as its agents are ready to serve all the time.
3 Customer Service Agent Must-Nots
Now that you have a role model to strive to be like, let us elaborate on what we had alluded to in the topic of this article – practices that you must not perform as they will compromise your job security in this receding economy.
There is a very important reason why we put anger at the top of our list. The customers who call you are probably contacting you because they are facing issues they believe are bothering them because of the failures of the organization that you are representing. So, as they are frustrated, they might sound rude. It is important for you not to be rude in return. Keep your tone polite and try to solve their problem. Nonetheless, if they do cross boundaries, such as in the case of swearing, you do not have to tolerate that behavior. What to do then? Well, that brings us to our next must-not-do pointer.
Never hang up on the customer even if they are swearing, and definitely not in the case where you simply do not know how to solve their problem or answer their query. In cases where they are swearing, feel free to send the call to your supervisor. In case you cannot solve their problem, send the call to someone in a department in your company that can.
Not Making Enough Efforts
Another thing you should not be showing is a dearth of effort. Try to learn as much about your company and its service offerings as possible. Once you have more knowledge, use that knowledge to help as many of the customers you serve (in other words, reduce the number of times you have to transfer the call to someone else.)
We hope this article helps you excel at your job. Best of luck with all your professional as well as personal endeavors.