As mentioned in one of our blogs, the key to success among contact centres is the quality (and consistency) of the customer service they deliver. This is especially true for agents hired to deal with their client’s customers whether through phone, chat, or email—all of which requires interaction. For this reason, exceptional communication skills are needed if bpo companies in the philippines want to deliver top-notch customer service.

How you communicate matters as it can affect how customers act or feel toward your brand. Simply using the right words can:

  • Improve customer experience
  • Convert customers to brand advocates
  • Lead to more conversions
  • Reel in more customers

And when you pair the right words with the right agents, good customer service is guaranteed. Let’s check out what these words are.

Positive Statements
These statements build trust between your customer and the person assisting them and help set the tone of the whole conversation. It involves using pleasantries, showing sincerity, and being proactive. Examples:

  • Happy to help!
  • I’m happy to let you know that….
  • I certainly can check that for you
  • I completely agree with you
  • Is there anything else we can help you with?
  • We’d be delighted to assist you in whatever way we can
  • I’ll update you by…

Empathetic Statements
Learning how to deliver empathy is a must-have skill for customer service professionals working in a BPO company. Irate customers who’ve had a bad experience with your product or service can be difficult to deal with. Resolving their issues is, however, not an impossible task. It just requires patience, common sense, and—you guessed it—the right choice of words. Examples of these magic words are:

  • I’m sorry for this trouble
  • Thank you for bringing this concern to us
  • I understand why you’d be upset
  • Can you please tell me more about it?
  • I would be more than happy to help you with this
  • Here’s what we’re going to do

Bonus Part
When dealing with angry customers, listen before you say anything. Listen to them vent and take note. Better understanding of the problem leads to faster resolution of the problem. Delivering a script without knowing the facts adds up to the customer’s frustration.

The Right Agents for You
We at Forward BPO can help you build the best customer service team for your business. We are an Australian-managed contact centre headquartered in the Philippines. Our pool of highly-trained talent can take care of your customers 24/7 and through all touchpoints (phone, social media, email, or chat support). Send us a message now.