How can an agent build up confidence

How can an agent build up confidence

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.

How can an agent build up confidence while talking to a customer? 1Once confidence spreads throughout your team, it will infuse into all of their customer interactions. Customers will feel more comfortable dealing with your support staff and they’ll be happy to come back.


  • Anticipate customer needs.
  • Be transparent about product knowledge.
  • Own your mistakes.
  • Be clear.
  • Share customer experiences
  • Make the buying experience easy.
  • Be empathetic
  • Teach rather than sell

Customers like to deal with confident employees, because confidence signals to them at least two things, that the person they are dealing with is knowledgeable and they are honest. Confidence can make a great impression on customers and make them want to deal with you further. Pay attention to the confidence levels that your reps are showing and help them to build more of it.

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