Customer Handling – Communicate politely and professionally with customers.
Active Listening – Understand the customer's problem before responding.
Explicit Communication – Provide easy, accurate, and easy-to-understand information.
Problem Solving – Identify issues and provide suitable solutions quickly.
Product/Service Knowledge – Understand the company's products, services, policies, and processes.
Patience & Empathy – Stay calm and show understanding, especially with upset customers.
Complaint Management – Handle complaints professionally and try to resolve them at the first interaction.
Call/Chat Etiquette – Follow proper greeting, verification, conversation, and closing procedures.
Documentation – Record customer interactions, complaints, and resolutions accurately in CRM systems.
Target & Quality Focus – Maintain productivity, customer satisfaction, quality scores, and required performance targets.