5 Cliches you should avoid in call centres
Like any other industry call centres are also plagued with the common cliches. Here probably more so as the calling profile invariably has so called tried and tested formulas coming from left right and centres. Every training programmes end up focusing on such cliches hence making the industry riddle with them all the more. These cliches range from emotionless opening liners to indefinite uninformed or misguided holds they range on a wide spectrum. Call centres have fair share of cliches playing on our minds. What we need is to shake them and make customer – agent interactions more healthy and fruitful. Few of them are listed below: Cliche #1 " Customers are always right " ... well not really. Even customers can make mistakes, can be at the wrong end of the stick and we need to accept that Period!! We need to Shape our conversation around that. We need to recognize the futility of always assigning customers as being correct and ending up serving as a yes man