Direction

Blog Post  ·  Life
How to Avoid Getting Scammed When Applying in the BPO Industry

When applying in the BPO (Business Process Outsourcing) industry, it’s important to be cautious and take steps to avoid getting scammed. Here are some tips to help you navigate the application process and protect yourself:

1. Be Wary of Unusual Job Offers

Be cautious of job offers that seem too good to be true or promise unusually high salaries for minimal work. Scammers often use attractive offers to lure unsuspecting applicants. Research industry standards to have a realistic expectation of salary ranges.

2. Beware of Upfront Payment Requests

Legitimate BPO companies generally do not require applicants to pay any fees or make upfront payments during the application process. Be cautious if you’re asked to pay for training materials, processing fees, or any other expenses before being hired.

3. Interview Process

Legitimate BPO companies will typically conduct thorough interviews to assess your skills and qualifications. Be wary if the interview process is rushed, lacks professionalism, or seems too informal.

4. Contact the Company Directly

If you’re uncertain about the legitimacy of a job offer or have any doubts, contact the company directly using their official contact information. Ask specific questions about the job posting, the hiring process, and any concerns you may have. Legitimate companies will be responsive and provide clear answers.

What's the Difference Between Agency and Recruitment Firm?

Due to the large pool of job candidates, Agencies and Recruitment firms can usually sort through and identify the most qualified people for the role. This can help reduce the number of applications for consideration and keep the interviewing and hiring process organized. Typically, candidate pools consist of professionals who already underwent interviews and communicated their value to the firm.

Similarities:

Finds high-quality and qualified candidates to fill open jobs.

Specialists in finding job candidates in all workplace areas. This makes these firms knowledgeable about the job market, including information about compensation and benefits provided by the different roles and companies.

Differences:

Agency

  • You will be hired under them.
  • Takes salary cuts from their applicants upon employment.

Recruitment Firm

  • Hires directly for their partners/clients.
  • No salary cuts upon employment as you will be hired directly to their clients.

“Both Agencies and Recruitment Firms DO NOT ask for a PROCESSING FEE upon arriving at their office, PLEASE BEWARE ABOUT THESE SCAMMERS AND TO PREVENT CONFUSING THEM AS AGENCIES AND RECRUITMENT FIRMS.”

by maxmetacom

Blog Post  ·  Life
Should you apply for a job in person or online?

Technology has provided us with so much convenience t hat even finding a job can be done while sitting at home and sipping coffee. Finding, filling out, and submitting job applications online is becoming more common. In some cases, however, applying in person may be the better option because it gives you the chance to make a good first impression on the hiring manager. There are no hard and fast rules about whether you should apply for jobs in person or online, but there are some general guidelines you can follow to increase your chances of being hired. This article will help you choose the better option by comparing the advantages of applying for a job in person versus online.

Is it preferable to apply for jobs in person?

There are some advantages to applying in person rather than online. In-person applications take more time and effort, but they are more likely to result in an interview in some cases. The following are some of the benefits of applying for a job in person:

It allows you to make a great first impression

The opportunity to stand out from other applicants is the most significant advantage of an in-person application. It also proves initiative. By introducing yourself to a hiring manager in person, you will immediately distinguish yourself from candidates who fill out an application online.

It shows your competence

Hiring managers usually appreciate the effort required to deliver a resume or fill out a job application in person. Furthermore, applying in person allows you to demonstrate your professionalism. Dress appropriately for the role, and bring your resume. You can request the best time to visit by calling or emailing ahead of time. Show up early to prove punctuality, and ask to speak with a manager or HR representative. Use your limited time with a manager to ask a few informed questions about the company and position to stand out even more. This shows your eagerness for the job and willingness to join their team.

Can help speed up the process

Applying in person can sometimes result in immediate interviews. Managers on the job with a high turnover rate are frequently looking to fill positions on short notice in some cases. If you need a job right away, applying in person may be beneficial.

Is it better to apply for a job online?

Applying for work online can sometimes be a better option, especially when you are seeking long-term positions. It can also help you apply for multiple jobs without investing too much time and money. Here are the advantages of applying for a job online:

Helps you apply for more jobs

Applying for a job online can save you a lot of time compared to applying in person. The more applications you send to different companies, the more likely you are to get an interview. 

Allows you to access distant jobs

You may think about moving for work, family, or a variety of other reasons at different stages of your career. In such cases, traveling long distances to apply in person may be impractical. These remote jobs can now be applied for online.

A better option for applying to bigger companies

Large companies have larger hiring departments than small businesses. Such organizations sift through a large number of resumes in search of qualifications and experience that match their requirements, and they frequently lack the time to meet with candidates in person. Create a unique and well-written resume for each big company to which you apply.

Which is a better option?

In summary, applying for a job in person allows you to show your professionalism and charisma from the minute you arrive. This is highly helpful in industries with high turnover rates, such as hospitality, service, and food. Trying to apply in person also increases your chances of being successful if you meet a hiring manager, which is more likely in a small business.

Applying online, on the other hand, is far more efficient. In the time it takes to apply in person, you could probably fill out many applications online. Applying online also allows you to widen your search to include areas where you might consider relocating.

Bear in mind that these are not the only options available. After applying online, you could call and request to meet with a hiring manager. If you apply in person, you could also send the hiring manager a gratitude email with your resume to follow up after your interview. You also could call or email the human resources department to convey your interest in the job after applying in person or online.

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by kertrek

Blog Post  ·  Life
Why do Call Center Agents quit in a BPO company? 

Companies can survive an onslaught of business disasters such as sluggish sales, lack of clients, and even public relations crises. But once employees quit, it can be difficult to recover.

Employees will always be the most valuable asset, especially in call centers in a BPO company. As a result of their passion and expertise, brands provide excellent customer service and retain delighted customers. It would be hard to maintain the high standards of quality support that exist now without them.

Relying on insufficient manpower will leave you unable to handle incoming transactions or implement an omnichannel strategy.

It’s strange that so many companies that offer customer service don’t make an effort to improve employee retention. There is a way to turn this around, though.

The first step to lowering employee attrition in the call center is to investigate why employees are leaving. Although low pay is still one of the primary reasons agents choose to leave, it is not always just about the salary. But aside from that, these are the top five problems that could make them quit for good.

Lack of Career Development

Although managers might assume that this is one of the reasons employees are eager to leave their positions, this is not always the case. Employees can experience a long period of burnout and exhaustion if they aren’t given enough chances to grow and expand their career. This causes constant poor performance, which results in resignation.

Always remember that every employee wants to grow professionally. yearns to learn more and acquire new skills. Sometimes, agents aren’t even considering promotions. They may just want to be given more challenging tasks or access new training programs.

Workload Mismatch

Ideally, the employee onboarding process includes introducing new agents to the range of their tasks. This reduces their expectations and enables them to decide if they are a good fit for the job. However, if the tasks assigned to them don’t match their abilities, they’ll either find the job repetitious or exhausting. Once this happens, call center agents are more likely to leave and look for a job that allows them to use their skills. 

Harsh Team Management

Being too strict with your customer support representatives is a sign that you don’t have enough faith in them. Employees may eventually start to feel uncomfortable if they believe their movements within the office are restricted or they are being monitored excessively.

The key is to give your agents some room to breathe. Avoid overly restrictive rules like limiting bathroom breaks or forbidding people from personalizing their workstations. You may think these are small things, but they can add up over time and make employees feel you don’t care about them.

Poor Work Conditions

You must improve employees’ working environments in order to increase engagement. Ensure they have everything they need, from office equipment to essential amenities in the pantry. Make the workplace as comfortable as you can because they’ll be staying there for at least eight hours. You are ensuring their physical and mental health by making an investment in their workplace environment.

Repetitive Tasks

You’ll notice that departments that handle repetitive activities experience unusually high levels of employee attrition. Call center agents who don’t feel like their skills are being fully utilized or that they aren’t being challenged are likely to be unsatisfied with their work. 

Try mixing up your agent’s assignments to improve staff retention. Give them tasks with a range of complexity and nature so they can make the most of their abilities.

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by kertrek

Blog Post  ·  Life
20 Call Center Terminologies Newbies Must Know

In the world of a growing economy, call centers have grown into a large industry that assists many businesses. We cannot deny that it provides employment opportunities, particularly in the Philippines, which is one of the world’s largest call centers. If you are among those that have been given the opportunity to work in a call center, here are 20 must-know call center terms to help you navigate the industry:

  1. Abandoned Call – It is a phone call or other type of contact made to a call center that is terminated before any conversation takes place. When inbound calls are dropped, it is frequently because the caller is frustrated with the amount of time spent on hold.
  2. Account – An account is the company for which the call center does business, or the company you will represent once you start working there.
  3. ACW or After-call work – It is a collection of tasks that must be completed after an agent has interacted with a customer. These include updating the system, documenting the reason for contact and the outcome, communicating with colleagues, and scheduling follow-up actions.
  4. AHT – Average Handle Time (AHT) is a metric used in call centers to calculate the average length of a single transaction. It usually begins with the customer initiating the interaction and includes hold time, talk time, and any other tasks that arise during the conversation.
  5. Auto-in – It refers to automatic entry. The calls you receive will not ring if it is an inbound auto-in. Instead, the system will retrieve them for you automatically. If you have an outbound auto-in, the system will dial the phone numbers for you.
  6. BPO – BPO stands for Business Process Outsourcing, and the industry’s role is to support other businesses. As the name implies, this is a method for other businesses to delegate tasks in order to improve the efficiency of their processes.
  7. Call center – A call center is a centralized department that handles both inbound and outbound calls from existing and prospective customers. Call centers are either housed within an organization or outsourced to another company that specializes in call handling.
  8.  Warm Transfer – A warm call transfer occurs when the receptionist speaks with the appropriate agent prior to routing the call to them. That is, the caller’s requested extension is notified of the incoming call transfer. The caller is usually placed on hold while the call center operator dials the desired extension. The transfer destination can then accept the call and complete the transfer after being notified.
  9. Cold transfer – It is the most commonly used method of transferring calls between call center and customer service personnel. Simply put, a cold transfer is when a call is forwarded to an employee without “warming them up” with details or preparation for handling that call. When a customer calls, their call is received without any information being collected other than their reason for dialing, and the call is routed to a representative who handles their call from there.
  10. Mock call – A mock call is a sales call dry run in which a manager or interviewer, dressed as a prospect or customer, goes through a sales call scenario with a rep to assess their skills, provide situational practice, and identify areas for improvement.
  11. Product Training – Product Training is the stage of your call center training in which you must learn everything there is to know about the account you have been assigned to represent. You will learn the company’s processes, policies, and the software and applications required to do your job during this stage. 
  12. Nesting – Call center nesting is the final stage of training in which you must apply everything you’ve learned in your lectures, such as taking calls and officially performing the full range of call center agent tasks. The only distinction between call center nesting and an usual shift is the length of time. 
  13. Inbound –  An inbound call is one that is initiated by a customer to a call center or contact center. A help desk also handles inbound calls, though these may come from employees rather than customers. A call center may specialize in either inbound or outbound calls, or it may handle a combination of the two.
  14. Outbound – An outbound call center is a business function that employs customer service representatives and/or sales representatives to give outgoing calls to third parties, such as clients, prospects, or other businesses.
  15. Queue – A queue is where customers virtually wait to interact with an agent in call centers. The most well-known are phone queues, but with the advent of digital methods of service, other interaction channels, such as emails, chats, or text messages, can now be queued until an agent is ready to handle them.
  16. Sales Representative – Call Center Sales Representatives make phone calls to potential customers and complete tasks such as cold calling people who haven’t expressed an interest, identifying customer needs, placing orders, and providing product and service information.
  17. Sup Call – Short for “Supervisor Call,” this occurs when a customer is dissatisfied with the representative with whom he or she is speaking.
  18. Tools – Tools are the application and software required to access customers’ files, make phone calls, or process refunds. The number and types of tools required vary depending on the account. During your Product Training, you will be taught how to use these tools.
  19.  CSR – A Customer Service Representative is an individual who interacts with customers on behalf of the company, usually to address their concerns.
  20. TSR – TSR stands for Technical Support Representative. Their job is to diagnose and troubleshoot any problems with the products they sell. They also provide instructions for common tasks such as creating an account or installing software.
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by kertrek

Blog Post  ·  Life
How to answer, “How much is your expected salary?” during a BPO interview? 

The job interview is going as you’d hoped. You are qualified, you get along with the interviewers, and those practice sessions you did with a friend helped you present well and with assurance. You really have a chance of getting this job.

Then you hear that awkward question: “What’s your expected salary?”

Many job candidates fear this question about salary requirements. There’s the worry that if you lowball a figure, you will lose the money. But if you give a number that’s too high, you risk pricing yourself out of consideration for the position. Regardless of where you are in your career, that’s a tough calculation.

The good news is that there are strategies for giving figures that will be fair to you and within the employer’s budget when you are discussing compensation expectations throughout the hiring process. When bringing up money with a potential employer, timing, tracking, and research are the keys to your success.

Here’s what to do: 

Research the market and salary trends for a BPO job you’re applying for.

Whatever the position or level you are applying for, the job interview is your chance to convince the hiring manager that you deserve the highest pay.

Salary expectations will possibly come up during the formal interview – or even during the preliminary phone interview. That’s why you should start preparing your “expected salary” answer as soon as you apply for the position. 

Also, get the average national salary for the position you’re seeking. 

Consider giving a salary range, not a number.

When submitting application documents or even during the initial phone vetting, job seekers should avoid asking about salary. If you bring up money too soon, it will appear that you are more concerned with the pay than the position.

But that doesn’t mean that the company won’t ask about salary requirements during the initial contact.

If a job post asks applicants to specify their expected salary when applying for the position, then give a range — not a specific number — you’re comfortable with. Answers like “negotiable” might work.

Diplomatically turn the question around.

An employer who asks about an expected salary before fully addressing the job in detail can’t demand a more specific answer.

But you also have an opportunity to turn the question around at this early stage. Whether the topic of salary requirements is brought up during a phone vet or at the beginning of your initial video interview with the company, you can smile and say:

“Before we talk about money, I’d like to learn more about the position and the duties, and what the team’s like. But may I ask what salary range you’re considering for this position?”

If you say it respectfully, the employer will accept that you prioritize finding out if the position is really what you are searching for. And it will be difficult to resist your clever request to reveal the planned salary range.

If the employer’s salary range is in the area you were considering, or even higher, thank them for sharing the information.

Always be truthful.

Always focus the conversation on your abilities and the value you’d bring to the position rather than what you’ve been paid at other jobs. However, if you are asked about your current salary, be honest. The discovery that you inflated the numbers might lead to the loss of the job offer.

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by kertrek

Blog Post  ·  Life
5 Ways To Address Your Job Insecurities in a BPO Company

It is common for professionals to experience moments of doubt or stress related to their jobs. It is also important to understand your job insecurities and what causes them so you can find ways to address them, which can help you continue to be satisfied with your BPO career. If you are someone who feels insecure at work, there are ways you can overcome those feelings and build confidence in your skills and abilities.

In this article, we will explain what the job insecurities are in a BPO company and provide a list on how to address and resolve them. 

What are job insecurities?

Job insecurities are feelings that cause agents to have doubts about their goals, relationships, and performance in the workplace. These insecurities are usually temporary, and agents may experience them at different times throughout their careers. By understanding what causes your workplace insecurities, you’ll have ways to address them effectively. Overcoming your job insecurities can help you gain confidence in your skills, understand the value of your work, and find more enjoyment in your job.

1. Salary

It is possible to feel insecure about your financial situation. You may desire to earn more money or compare yourself to others you work with. Keep in mind that your manager has a sliding pay scale in place that determines your salary based on various factors, such as your level of experience, the length of time you’ve worked there, and the nature of your work.

If you believe you deserve to make more money, have a discussion with your manager and state your desired salary increase. Support your request with specific examples of work achievements and ways you’ve helped your team or company.

2. Workload

Many professionals can feel insecure at times about their ability to manage their workload. If you are having trouble finishing your work, remind yourself that you’re doing your best. Often, you will feel more productive in the next day or two and will be able to complete your work then. If you struggle to finish your task, be open and honest with your manager or your coworkers about how much you can accomplish in a day or a week. They can support you by sharing or delegating part of your responsibilities because they are probably unaware that you are feeling insecure.

3. Recognition

If you put in a lot of effort without getting credit for it, you could feel insecure at work. There are ways to let your team or management know you’d like to be recognized more if this occurs. Recognizing colleagues for their efforts will help you set an example for others to follow. Give someone a compliment in a meeting or send an email to a coworker complimenting them on a job well done. By showing this appreciation for others, you boost the chances that others will appreciate your efforts, too.

If you’d like to receive more direct feedback from your manager about your performance, there are ways you can initiate it. Schedule a meeting with your manager or give them a status report on a task or project you are working on. Tell your manager that you feel confident in your work and would like to know their thoughts about it. This is a good way to get feedback without asking for it directly.

4. Relationships

Some agents may feel insecure about their work relationships with coworkers, clients, or managers. By working to strengthen your connections with other people, you can get over this insecurity. Ensure that you are presenting a positive attitude in all of your interactions at work. By being kind and respectful to others, you can ensure that others will reciprocate. Engage in active listening when conversing with people and respect their ideas and viewpoints. This can help you build trust with others, which can lead to positive relationships.

To establish relationships that go beyond the job, it can be beneficial to communicate with employees outside of the workplace. Ask one or more members of your team if they would like to go out for coffee or attend an event with you. By interacting with your coworkers outside of the office, you can create new friendships that will improve your job satisfaction and happiness.

5. Success of others

When other people at work succeed, you could feel insecure. This is a natural reaction that you can take steps to manage. Avoid comparing yourself to the person who is succeeding. Instead, focus on your own achievements and the goals you have for your future. Remembering your past successes can remind you that you’re a valuable employee with many skills and qualifications.

Be supportive and gracious to others when they succeed at work, and congratulate them on their accomplishments. Keeping a positive attitude can make you feel better about the situation. The next time you have success in your role, others may remember your positivity and show you the same behavior.

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by kertrek

Blog Post  ·  Life
5 Skills Every Call Center Agents Should Have

Who do you call when you have a problem with a product or service? More often than not, it is the company’s customer service call center.

These calls are important to the customer service process, and call center agents are on the frontlines. After all, you are the first-person customers turn to get their questions answered and their problems solved. And, according to the study, 63% of customers agree that resolving an issue quickly or at first contact is the most important element of a good customer experience.

In this article, we will give you seven skills you need to possess as a call center agent to provide excellent customer service and impress bosses both present and future.

1. Deep knowledge of a company’s products and services.

Handling dozens of phones calls a day means handling dozens of topics as well. Agents need to have a huge and deep understanding of their company’s inner workings, products, and services if they are to be trusted to accurately represent the company in their conversations. As a result, if you want to pursue a career in the BPO industry, you need to have deep company knowledge. This not only helps you feel more confident in the answers and solutions you’re offering but also increases the likelihood of a positive experience for customers, which is really what your job is all about.

2. Attention to detail and organization.

As a call center agent, it’s important that you listen carefully to clients so that you can provide them with accurate and satisfying answers. With that, you need to have great attention to detail and pick up on the things the customer is and is not saying. Also, you need to be well organized so you can record and track a conversation with a client. This often means taking notes or accessing your company’s CRM (Customer Relationship Management) database while you are on the phone with customers.

3. Clear and effective communication.

Agents in call centers must have excellent writing and verbal communication skills because they spend 99% of their day communicating. Also, you must find a balance between being approachable and being a credible source of information. 

4. Adaptability.

Every service call is different, from technical issues to strange customer demands. To ensure the customer experience does not suffer from unexpected circumstances, you need to be ready to handle anything that’s thrown your way. Plus, phone conversations happen in real-time, so being able to adapt to the conversation as it happens is a critical skill for you to have as an agent.

5. Empathy.

Clients go to call center agents with their problems and will frequently tell their frustrations without hesitation. While it might not be something you can immediately fix, by understanding where your customers are coming from can make a huge difference. If you can acknowledge their issues and concerns – and offer your respect, a customer may leave satisfied even if you can’t solve their specific problem.

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by kertrek

Blog Post  ·  Life
A Quick Guide on Writing a Resignation Letter

There are a lot of reasons for deciding to leave a job, such as the need to spend time caring for family or accepting a position offered by another company. If you have made up your mind to leave your current job, you may notify your employer in a professional manner.

In this article, we will provide you with what you need to know about resignation letters and how to write one, and we will offer templates and tips to help you write your own resignation letter.

What is a resignation letter?

A resignation letter can be considered a legal document that records the end of your employment with a company. This document is usually required after you have indicated your decision to leave in person or via email.

Resignation letters can help you exit a company with a positive tone and strengthen your relationship with the company and your colleagues in the future.

How to write a resignation letter?

Writing a resignation letter can be a simple process if you follow key steps. Before writing your letter, consult first with your direct supervisor or HR manager to follow the process of the company’s rule regarding resignations. For instance, they might ask you to provide specific information or even send your letter to certain people at the company. 

In this article, we will provide information on how to write a resignation letter. What are you waiting for? Keep on reading! 

1. Start with an introduction and notice of resignation.

If you are mailing your letter, try to use a standard business letter format with your date and contact information at the top of the page; however, if you are emailing your letter, this information is not required. Introduce your letter with a formal salutation, address the recipient by name, or, if you prefer, use a standard greeting such as “Dear [first name]” or “Hello [first name].”

2. Announce your resignation.

State clearly that you are writing to submit your formal resignation from your position with the company, and you must also include the date of your last day at work. While it is standard to give one month’s notice, your company might have specific instructions on when your last day of work should be, or they might give you a task that needs to be done before you even leave the company. After getting this information, list the date and weekday of your final day at the company.

Example: Please accept this as my formal resignation from my position as a team leader with XYZ Company. My last day will be Wednesday, November 23, one month from today.

3. Include a statement of gratitude.

It is always good to keep your professional relationships positive and healthy. Writing one or two sentences explaining what you are thankful and grateful for about your time at the company will help foster a peaceful transition.

Example: I am grateful to have had the opportunity to learn from the best and grow as an agent. I will always cherish the experiences I had working with you and the team.

4. Finish with next steps and a conclusion.

List any key information the recipient should be aware of regarding your transition. These details can be worked out with your manager ahead of time. However, if you’re not sure what your transition responsibilities should be, simply add that you are happy to do whatever you can to make the transition as smooth as possible as you can. This kind of gesture is generally appreciated.

Close with a departing statement such as “Sincerely” or “Thank you” and your name.

Example: In an effort to make this transition as smooth as possible, I intend to wrap up my final project by November 23 and delegate all other responsibilities to the appropriate team members with your approval. I wish you, the team, and the company all the best.

Thank you for everything,

Carmela 

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by kertrek

Blog Post  ·  Life
How to handle irate customers?

We always write about positive reviews, great customer service, and advice on what you can do to provide it in your company. Yet we don’t keep ourselves from posting about angry and irate customers. And we cannot deny the fact that it is sometimes hard to deal with them.

If you work in customer service or own a business, you will occasionally need to take calls from irate customers. The way you handle these calls can determine the quality of reviews you receive and the success of your business.

So, take a look at this article and see the things you can do when handling irate customers. 

A. Addressing the Customer’s Problem.

  • Listen to the customer so you can understand their needs. Sometimes, a client might call just to vent about their frustrations, while others might need you to take action now. Whatever the case is, make sure you are actively listening to what they are telling you and take notes on it so you have an idea of what needs to happen.
  • Repeat what the customer is saying so they know you understand. Once the client has told you what the problem is, try to repeat back to them the main points of what they have just told you. The purpose of this is to double-check that you are correct and let them make any additional comments before you try to help them with the issue.
  • Apologize to the customer so they know you’re sorry. Even though it is not your fault, it is important to apologize on behalf of the company you work for. Be sure that the customer hears that you’re sorry for the problem they’re having and that you’re going to do your very best to fix it.
  • Offer solutions for how you can help the customer. Once you know what the real problem is, tell the customer how you are going to make it right and give them any information that they need. But if you’re not sure how to solve the issue yourself, let the customer know that you’re going to connect them with someone who can.
  • Take note of the client’s suggestions so you can pass them along. If a customer brings something up that you think management or your boss would like to know, write it down so you can either tell them in person, give them a call, or send them the information in an email. Suggestions or major complaints from clients can be super useful for making the business even better. 

B. Making the Customer Happy.

  • Avoid putting angry customers on hold. Even if you put the customer on hold so you can plug in information or navigate the computer to help them and entertain their issues, it will likely make them angrier that they are having to wait. If you can keep the customer on hold while you type in information or find the right person to connect them with, do it. Try to explain what you are doing to them, so they feel as involved as possible.
  • Show empathy so they know that you truly care. When the customer feels like you can relate to them and are acknowledging that they are upset, they will be more likely to cooperate and calm down. If they feel that you’re showing empathy toward them, they’ll try to tone down their voice and talk to you in a proper way. Think from the customer’s point of view and tell them that you understand why they might be frustrated. You might say something like, “I would be upset in your situation too; let’s try to fix this.” to show them you’re on their side.
  • Try not to say the word “no” as you talk with the customer. It is best to avoid using this word as much as you can because “no” can make the client think that you’re being negative or that you don’t want to help them, even if this is not true. Try to think about which words you’re using when you talk to them, keeping your language as positive as possible.
  • End the call on a happy and polite note. You might ask the client if there is anything else you can do to help them after you resolve the problem, or simply compliment them on how patient they were throughout the call. Be sure you end the call on a positive note; it’ll leave the customer feeling satisfied once they’ve hung up.

C. Keeping Your Cool.

  • Stay calm, even if the customer is yelling at you. It can be easy to get frustrated when someone is angry at you on the phone, especially if it’s not your fault. Try to focus on staying calm and not letting your irritation or anger get the best of you, so you don’t make the customer even more angry.
  • Avoid arguing with the customer. Arguing back or raising your voice to their level will only make the situation worse. No matter what they say to you, don’t ever argue back with them or say anything rude. Let the customer know that you’d like to help them.
  • Keep a positive attitude and a helpful tone. Always pay attention to the tone of your voice as you are talking to make sure it’s positive and not too irritated.
  • Realize the customer isn’t angry at you specifically. Most of the time, when people call an agent, they are angry about the experience they are having or the situation they are in. Always remind yourself that even if the customer is yelling or very angry, they do not mean to direct this anger at you specifically.
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by kertrek

Blog Post  ·  Life
Signs your Male Co-Worker Has a Crush on you

Have you ever noticed that your male colleague keeps talking to you? 

Maybe they tend to reach out to you whenever you go on a break and have some conversation with you. 

Does it sound familiar? 

Then he might have a crush on you. 

But how would you know for sure? Do you even know how to spot someone who has a crush on you? 

In this article, we will show you some undeniable signs that your male coworker has a crush on you. Let’s read! 

1. He stares at you while working.

Have you ever had a male coworker who always stares at you while you are doing something or working? 

You know, the ones who check you out, and suddenly they’ll quickly look away when they realize that you’ve caught them already? 

This is a clear sign that he has a crush or feelings for you. 

Why are we saying this? 

Hmmm… maybe the reason he constantly stares at you is because he is thinking about you. And if he does, then he or she wants to talk to you. 

2. He tries to get into your personal space.

Another sure sign is that your male colleague has feelings for you. 

He might try to get into your personal space. And if he does this, then you probably know that he has a crush on you too!

You know, men have a natural need to physically touch women in order to express their love for them. 

And this is the reason why men will often try to get closer to you in the office. They want to hold your hand, touch your shoulder, or even put their arm around your waist or from behind. 

If he is doing this and trying to be with you, then there is a good chance that he has a crush on you. 

3. He compliments your hair or eyes.

When a man has a crush on you, they will often compliment you. 

For example, if you are wearing a nice outfit and your coworker has a crush on you, then he will often tell you how beautiful you are. 

But that’s not it! 

Instead, he will compliment your whole look; he might compliment your hair and eyes. It is a sign that he wants to date you. 

Maybe they’ll tell you that your eyes and hair are gorgeous as ever. Or he may love the way that your hair is falling over your shoulder. 

The reason why he is giving you compliments about these is because it is a way of showing that he is interested in you. 

He might be saying these compliments because he wants to get closer to you or because he wants to make sure that you feel special and loved. 

Or he is trying to get closer to you in order to show his love for you! And if he does this at work, then you might assume that he really wants to date you because this is a strong sign of him having feelings for you! 

4. He approaches you first when he knows that you are on break.

Do men always approach women first when they know that women are out of the office for a break? 

Nope, they don’t. 

The truth is that they will only do this if they have strong feelings for you, want to date you – or both. 

But if your coworker is trying to reach out to you and get closer to you, he might try to approach you first when he knows that you are on a break. 

For instance, he might wait for you outside the office, or he might walk up and ask you how your day is going. 

Why would he do this? 

Because if your coworker has a crush on you, it is likely that he wants to spend as much time with you as possible as he can.

5. He is always willing to help you out in the office.

Think about the typical days at the office. 

What do you do when you have a lot of tasks? 

Is there anyone who’s willing to help you or take care of you whenever this happens? 

If he always tries to help you out in the office when you’re too busy, it means that he is interested in you. 

And you know what? 

Helping people is one of the most popular signs of a man’s interest in a woman. 

This is a big sign that he might be interested in you. If he is willing to help you when you’re stuck, it means that he wants to spend time with you. 

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by kertrek