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Operator errors that irritate customers occur for various reasons: inattention, strict adherence to the script, the desire to quickly end the conversation and switch to another. Proper training and education of oman telegram number database personnel solve this problem. To begin with, it is worth explaining to managers what phrases and actions can cause a negative reaction in people.

Let's consider eight errors that irritate customers the most. They rely on the script for everything “We are sorry you are experiencing this problem” or “Your call is very important to us” – these phrases have never convinced any customer of the sincerity of the call center operator.

We call this digital hypocrisy, when they say “sorry” with absolute indifference to the situation. We recommend working with soft scripts, where the manager has reference points and template phrases, but he is not obliged to use them in all cases. It is important that management encourages employees to be independent in communicating with clients.

Then, instead of the phrases above, you can say: "Sorry for the mistake, we'll solve it now", "I understand you, the situation is very unpleasant", "We apologize, how can we help you with this problem?" If a company is afraid of excessive improvisation on the part of the manager, you can add a set of caring phrases to the script and allow the employee to choose from this list an option depending on the situation.