{"id":623,"date":"2023-04-03T16:26:00","date_gmt":"2023-04-03T16:26:00","guid":{"rendered":"https:\/\/www.confiemx.com\/blog\/?p=623"},"modified":"2023-07-10T21:53:55","modified_gmt":"2023-07-10T21:53:55","slug":"6-subtle-ways-to-learn-more-about-your-customers","status":"publish","type":"post","link":"https:\/\/www.confiemx.com\/blog\/customer-experience\/6-subtle-ways-to-learn-more-about-your-customers\/","title":{"rendered":"6 Subtle Ways to Learn More About Your Customers"},"content":{"rendered":"\n

When you work in a call center<\/a>, it\u2019s important to understand as much as you can about those who are making use of your inbound and outbound calls. You don\u2019t have to sacrifice call speed for call quality because there are subtle ways you can learn more about each customer. The more you learn, the more products you can sell and the better service you can provide.\u00a0<\/p>\n\n\n\n

What are the best subtle ways to learn more about your callers? Keep reading to find out! <\/p>\n\n\n\n

1. Ask About Customer Needs <\/h2>\n\n\n\n

If your call center job requires sales, you may be tempted to pitch products to someone immediately. However, in terms of both sales and service, it\u2019s important to first ask the customer about their specific needs. <\/p>\n\n\n\n

When you let callers describe the problem they are having, you get a better idea of the whole picture and can recommend the best solutions. At the same time, letting them speak about what is annoying them will help you pitch products and services that are customized to their needs. Callers will be happy because you listened to them, and your manager will be happy because you\u2019re making more sales<\/a>! <\/p>\n\n\n\n

2. Focus on Solving the Problem <\/h2>\n\n\n\n

Everybody knows at least one call center worker who is happy to transfer calls as soon as possible. We get it: When calls are difficult and callers are upset<\/a>, then transferring them to someone else probably seems like a good idea. <\/p>\n\n\n\n

However, we recommend that you focus on solving the problem yourself rather than passing the client to someone else. Even if it means spending more time with an annoyed caller, getting invested in solving the issue will show callers how seriously you take your customer service<\/a>. This may be enough to calm angry callers down and help you learn more about them. <\/p>\n\n\n\n

3. Let Customers Define Their Issues <\/h2>\n\n\n\n

When people call in, they don\u2019t always know the proper terms for their issues. This sometimes leads to \u201chelpful\u201d call center workers chiming in with different ideas and trying to guess the real problem. However, this can create a problem of its own: The caller may get annoyed at getting interrupted, and if they are already annoyed, they may not want to play the \u201cguessing game.\u201d <\/p>\n\n\n\n

We recommend that you let callers define their issues in their own words and at length, and only ask questions during pauses or if it helps you isolate the specific cause of their issue. Customers appreciate this approach because it shows you\u2019re paying attention to what they\u2019re saying and you\u2019re not afraid to let them vent about their problems. Even as this technique helps build trust with your callers, it helps you learn more about them. <\/p>\n\n\n\n

\"Smiling<\/figure><\/div>\n\n\n\n

4. Use a CRM <\/h2>\n\n\n\n

While this isn\u2019t an option at every call center, we highly recommend using CRM software<\/a> if you can. Such software lets you add personalized notes to the accounts of your different callers, and each call provides a new opportunity to add more notes. <\/p>\n\n\n\n

Over time, this helps you create a highly detailed profile for each customer. Then, when they call back, you\u2019ll know enough about some of their previous issues to solve the new problem quicker than they ever imagined. As an added bonus, reading the customer\u2019s CRM file can help you personalize the call and show them how much you care, which encourages them to open up to you more and can even turn a bad call around<\/a>. <\/p>\n\n\n\n

5. Be as Formal (or Informal) as Your Customers <\/h2>\n\n\n\n

One thing working in a call center teaches you quickly is that your callers will have very different personalities. If you want to learn more about them, you need to match their personality when possible, and that begins with you matching their level of formality. <\/p>\n\n\n\n

For example, if a caller is using formal language and wants to solve their issue in a hurry, it\u2019s fine for you to also act formal and even brusque in how you deal with an issue. But if a caller is more laid-back and chatty, then it\u2019s fine to match their casual tone and talk with them. Either way, matching their level of formality helps establish trust, which makes them likelier to tell you more about their lives. <\/p>\n\n\n\n

6. Show Interest in Your Customers\u2019 Lives <\/h2>\n\n\n\n

Our final tip to learn more about your callers may be the simplest and most-effective one: Actively show interest in callers\u2019 lives. <\/p>\n\n\n\n

For example, if you hear an animal in the background, it\u2019s fine to ask about the customer\u2019s pets. Likewise, if they have to tell a small child to stop running around their home, it\u2019s fine for you to comment on the amazing energy level of children. <\/p>\n\n\n\n

When you show interest in customers\u2019 lives, they are often flattered and will be more likely to open up to you. Whether you use this to help sell products or provide outstanding service, showing interest via small talk<\/a> is your secret weapon to retaining customers. <\/p>\n\n\n\n

Put Your Customer Service Skills To Use Today! <\/h2>\n\n\n\n

Now you know the best and most subtle ways to learn more about your customers. But do you know where you can put your expert skill with clients to the best use? <\/p>\n\n\n\n

Here at Seguros Confie<\/a>, we are hiring for our call center in Tijuana. Ready to take your own career to the next level? All you have to do is app<\/a>ly today! <\/p>\n","protected":false},"excerpt":{"rendered":"

When you work in a call center, it\u2019s important to understand as much as you can about those who are making use of your inbound and outbound calls. You don\u2019t have to sacrifice call speed for call quality because there are subtle ways you can learn more about each customer. The more you learn, the […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[6],"tags":[],"acf":[],"_links":{"self":[{"href":"https:\/\/www.confiemx.com\/blog\/wp-json\/wp\/v2\/posts\/623"}],"collection":[{"href":"https:\/\/www.confiemx.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.confiemx.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.confiemx.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.confiemx.com\/blog\/wp-json\/wp\/v2\/comments?post=623"}],"version-history":[{"count":5,"href":"https:\/\/www.confiemx.com\/blog\/wp-json\/wp\/v2\/posts\/623\/revisions"}],"predecessor-version":[{"id":759,"href":"https:\/\/www.confiemx.com\/blog\/wp-json\/wp\/v2\/posts\/623\/revisions\/759"}],"wp:attachment":[{"href":"https:\/\/www.confiemx.com\/blog\/wp-json\/wp\/v2\/media?parent=623"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.confiemx.com\/blog\/wp-json\/wp\/v2\/categories?post=623"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.confiemx.com\/blog\/wp-json\/wp\/v2\/tags?post=623"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}