Agents 'must be motivated' to deliver good customer service

Date: 29/09/2011

Businesses purchasing revenue share numbers and establishing a call centre may want to follow one woman's advice when it comes to customer service.

In an article for Call Centre Helper, Real Results Training expert Carolyn Blunt said firms should ensure they value the work carried out by their agents.

"Emotion is a very powerful factor in engaging your agents to be motivated enough to stop and think when delivering not just customer service, but a customer experience," she explained.

She noted that a 'one size fits all' approach does not work with customers, as people need to be treated as individuals with service tailored to their specific requirements.

Furthermore, there are two different types of consumers, Ms Blunt continued.

While some demand respect from call centre operatives, others are very down to earth and like to have a chat with their call centre operative.

At the end of last month, national call centre manager for Softline VIP Monika Roode claimed customer service must be the most important thing for businesses to consider at all times.