Good customer service requires many skills; empathy, consideration, professionalism and many more. Yet one simple skill, that must never be understated, is kindness. People will always respond positively to kindness, and in business this is the best way to build customer loyalty and diffuse difficult situations. But how can call centre agents demonstrate kindness over the phone? Take a look at our four tips below.

1. Listen

The first, and perhaps the most simple, way to show kindness is to listen. Listening to what customers have to say instantly shows that you are taking them into consideration. Good listening skills are always vital for telephone communication, but especially as an act of kindness. Always allow the customer to speak for as long as they need, without interrupting or cutting in.

2. Use names

Make sure the customer knows your name, but ask for theirs too. Always be sure to check if they are happy to be referred to by that name. Being able to talk to each other using each other’s names makes the call more personal, and helps to build a connection. This in turn leads to a positive customer experience.

3. Be empathetic

Showing empathy is valuable in all industries, and allows you to see things from the customer’s point of view. Being empathetic adds kindness to any situation, be it a complaint, a confusion or a customer in distress.

4. Reassure customers

If a customer has a worry or concern quickly reassure them to put their mind at rest. Promising to resolve any issues as quickly as possible helps the customer to relax and remain calm. Of course you must never promise anything that can’t actually be done, but vowing to find a solution where possible is a brilliant way to offer kindness over the phone.

If your business requires a highly professional contact centre, with staff that demonstrate kindness amongst many other customer service skills, contact us today. Here at Frontline we offer outsourced customer service solutions that adapt to suit your business needs. With 24/7 customer support, and experience since 1999, Frontline are the right choice for you.