Customers need agents to be confident so they know they’ll be well taken care of. Here are three ways to exude that kind of confidence.
Let customers know they’re dealing with a true professional by trying these tips from Forbes workplace expert Lisa Quast:
- Focus on the situation, not the people or emotions. Avoid all distractions so customers are the only concern.
- Hold your tone. It’s OK to use a light tone when building rapport, but change to a serious tone when talking business.
- Clarify facts. Make sure you completely understand what customers need and how they feel before giving answers or solutions.
- Take a step back. In situations that become tense, step back and defuse it with a calm tone and language before trying to conclude anything.
