Every caller is different and the savvy telephone service operator will do well to be able to identify and deal with each customer according to his or her needs. Scripts for dealing with sales and with marketing scenarios are very useful and effective but when they are taking a call from a customer, then telephone customer service operator should always deal with each customer as an individual. Here are five golden rules to help you deal with all comers.

1. Get an idea of what kind of customer you are dealing North American Bancard ISO with. Are they young, old or do they sound confused or uncertain? Are they possibly hard of hearing?

2. Adapt you approach according to the person on the other end of the phone. Many older people feel more comfortable if they can make a bit of small talk before they get down to business. Accommodate that with a bit of preamble about the weather or other small talk to put the caller at ease. Launching into corporate speak will intimidate the less confident caller.

3. If the caller seems unsure or cannot find the details that you are asking for, give them time. Don't rush or fluster the caller, you may get the wrong information from them.

 

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