Answering questions in real-time isn’t enough to provide an exceptional customer experience through phone support. It might sound basic, but your team needs to actively listen to customers and ensure that they don't interrupt or over-explain things that don’t offer value.
One of the best ways to show your care is by being empathetic
. Customers that call your contact centre may be frustrated because they can’t figure out how to get an issue resolved. Diffuse this by showing your customers empathy through listening, acknowledging a customer’s feelings, being concise and clear, personalising customer solutions, and using empathetic language.