How can an agent build up confidence while talking to a customer?

Customers’ confidence in agents is the cornerstone to solid, loyal relationships. Here are six ways agents can build that confidence.

These ideas come from customer loyalty expert Deb Schmidt:

• Take ownership of customers’ issues or questions. Say: “I can handle this for you right now,” or “This is important and I know what to do.”
• Reassure customers by reviewing what they’ve said and confirming you got it right before working on the answer or solution.
• Keep customers posted. Let them know the status of their requests or orders regularly to build their confidence in your processes. Follow up on major issues.
• Stay professional always. Never email or talk to customers like they’re your friends. Dress, speak and act like a professional with all customers all the time.
• Give customers total attention. If you don’t stop what you’re doing when they call, they won’t be confident you can meet their needs.
• Ask for feedback. Customers go where they’re appreciated and their opinions are valued. Even better, implement their ideas and spread the word on how you used their feedback to improve.