Call Center Team Leader Question:

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I believe that the ability to communicate clearly and establish rapport with customers is key to assuring customer satisfaction. As a call center representative, I emphasize friendliness, honesty and accuracy when dealing with customers. Another important characteristic is the ability to practice active listening and empathy for the customer’s problems. Customers need to feel that their problems are as important to the representative as they are to themselves. Many times, customers may be highly upset or irate; therefore, a good representative will possess the ability to remain patient and calm under all circumstances. In my interactions with customers, I keep in mind that I need to do my best to address their concerns as effectively as possible, no matter what. Finally, comprehensive knowledge of the product in question and of relevant company policy is necessary in order to offer effective solutions.