Positivity

Even if you cannot give the customer exactly what he wants, keep the conversation positive. Offer alternatives if you have to, but never leave the customer feeling confused. It is important to provide the customer with the product or service knowledge he needs to understand the proposed resolution. Avoid saying words like “can’t”, “you need to”, “won’t”. Instead, explain to the customer what the company “can” and “will” do. Also explain what the customer is required to do; not what he needs to do.

Accuracy

Always provide the customer with accurate information, even if you have to take extra steps to locate it. Customers are more willing to deal with delayed deliveries and other undesirables when they know they have been given accurate information. Accurate information allows the customer to plan accordingly. Inaccurate information makes customers angry and unwilling to trust what the company says. In addition, inaccurate information generates more calls into the already busy call center. Providing accurate information the first time is beneficial for everyone involved.