![]() Avoid it if you can and, if you can’t, maybe use future scheduling bonuses as an incentive, not your stale, old fallback options. Overtime leads to burnout and can negatively impact morale. ![]() Do what you can to avoid taking these sessions away from them. Advisors enjoy one-to-ones to help mix things up. The job of a contact centre advisor can be repetitive. We’ve all been in the situation where we have asked someone to repeat themselves three times and we still don’t understand them. To say sorry authentically, look at to some of the advice presented in our article: Customer Service Apologies – Keeping Sorry Fresh and Sincere 4. Advisors feel bitter at having to say sorry and the customer can see right through it. This is the classic “non-apology” that advisors give when they become defensive over their brand. Just be sure the mute button is on when they do so. They often need to press hold, have a think and vent. How often do you hire a recent graduate for the short term and they end up staying? 2. ![]() We share a set of call centre memes for advisors and managers that might just be a little too relatable. ![]()
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