They say, "The customer is always right." But in the real world this statement does not always hold true. There may be occasions where the consumer is not exactly correct. But call center reps are responsible for having a good approach to customer behavior and managing customer complaints.
According to customer experienceinsight.com, 70% of consumers leave company with an entity because they feel they have been handled rudely or indifferently. In fact, most of the workers who handled clients unfairly never knew this.
Research has reported that customer service representatives have to contend with frustrated and dissatisfied customers almost 100 per cent of the time on support calls. In such a situation even a single offensive word spoken by the agents of the call center is sufficient to irritate the customers. This makes the consumers never want to go back to business again because they had one bad experience.
infographic by: www.callcenterhosting.com