{"id":122800,"date":"2022-06-04T17:51:48","date_gmt":"2022-06-04T15:51:48","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/consejos-para-el-servicio-de-atencion-al-cliente-del-centro-de-llamadas\/"},"modified":"2024-10-18T19:08:38","modified_gmt":"2024-10-18T17:08:38","slug":"consejos-para-el-servicio-de-atencion-al-cliente-del-centro-de-llamadas","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/es\/blog\/consejos-para-el-servicio-de-atencion-al-cliente-del-centro-de-llamadas\/","title":{"rendered":"Consejos para el Servicio de Atenci\u00f3n al Cliente del Centro de Llamadas"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading\">7 Excellent Call Center Customer Service Tips<\/h1>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\"      href=\"https:\/\/test-staging.cloudtalk.io\/es\/programa-una-demo\/\" style=\"border-radius:3px\">CONTACT SALES<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"      href=\"https:\/\/test-staging.cloudtalk.io\/es\/cloudtalk-14-dias-de-prueba-gratuita\/\" style=\"border-radius:3px\">TRY FOR FREE<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"682\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-1024x682.jpg\" alt=\"Foto consejos de atenci&#xF3;n al cliente en el centro de llamadas\" class=\"wp-image-4533\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-1024x682.jpg 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-300x200.jpg 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-768x511.jpg 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-200x133.jpg 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-673x448.jpg 673w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-560x373.jpg 560w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-484x322.jpg 484w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-400x266.jpg 400w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-392x261.jpg 392w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-120x80.jpg 120w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-203x135.jpg 203w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-64x43.jpg 64w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips.jpg 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-black-color has-text-color has-medium-font-size\">Hay varios factores que son decisivos para la satisfacci\u00f3n del cliente, por ejemplo, el precio y la disponibilidad de los bienes o servicios, la rapidez de la entrega, el dise\u00f1o de la tienda electr\u00f3nica, el procedimiento de reclamaci\u00f3n o la actitud de los agentes del centro de llamadas. Si eres un agente de un centro de llamadas y tu cliente sigue insatisfecho o incluso enfadado despu\u00e9s de la llamada, en parte es culpa tuya. En este post, leer\u00e1s consejos que te ayudar\u00e1n a evitar la insatisfacci\u00f3n de los clientes.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"1-don-t-underestimate-consistency\">#1 No subestimes la coherencia<\/h3>\n\n\n\n<p>Mant\u00e9n un nivel constante de tus servicios, incluido el soporte al cliente. La calidad de las interacciones con los clientes, la utilidad y el enfoque general hacia los problemas de los clientes nunca deben depender del estado de \u00e1nimo del agente. Establece un est\u00e1ndar de calidad alto para tu servicio de atenci\u00f3n al cliente y mantenlo incluso cuando tengas un mal d\u00eda o cuando el d\u00eda est\u00e9 m\u00e1s ocupado de lo habitual.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#000\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-white-color has-text-color\">Learn How To Provide Excellent Customer Service<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"450\" height=\"635\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/08\/eBook-Customer-loyalty.svg\" alt=\"\" class=\"wp-image-177224\"\/><\/figure><\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\"      href=\"https:\/\/test-staging.cloudtalk.io\/?page_id=175598\/\">Read for free<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"2-for-each-call-follow-these-simple-rules-that-will-help-you-improve-customer-satisfaction\">#2 Para cada llamada, sigue estas sencillas reglas que te ayudar\u00e1n a mejorar la satisfacci\u00f3n del cliente:<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Answer all inbound calls within three rings.<\/strong>\u00a0Greet the caller, identify yourself and your company. \u00a0Customers sometimes make mistakes and reach the wrong business. Instead of quietly waiting for the customer to speak, ask them how you can help them. Say, for example: \u00abGood afternoon, you have reached Phones Limited, Ann Johnson speaking. How can I help you?\u00bb If you have caller information at your disposal before answering the call in the real-time customer card, address the caller by their name: \u00abHello Barbara, this is Andrea Jolly from the Perfumes World. How can I help you?\u00bb<\/li>\n\n\n\n<li><strong>During the call, don\u2019t interrupt the caller and listen carefully<\/strong>\u00a0to what they are saying. If it\u2019s necessary to solve the client\u2019s problem, make notes. Customers should never feel like they don\u2019t matter to you, just the opposite \u2013 interact with each client with self-confidence, respect and empathy.<\/li>\n\n\n\n<li><strong>If you need to put a customer on hold while you search for information or ask a colleague for advice, tell the client before you do so.<\/strong>\u00a0Explain why and for how long they will be put on hold and once you return to the call, thank them for their patience.<\/li>\n\n\n\n<li><strong>If you need to transfer the customer\u2019s call to another agent, explain why and to whom they will be transferred.<\/strong>\u00a0Make sure that the agent to whom the call is being transferred knows the caller\u2019s name and the purpose of the call and that they pick up the call before you hang up.<\/li>\n\n\n\n<li><strong>At the end of the call, make a brief summary\u00a0<\/strong>of the follow-up steps you\u2019re going to take, ask the caller whether there\u2019s anything else you can help them with and thank them for calling.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"3-be-professional\">#3 S\u00e9 profesional<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>When you\u2019re unable to answer the caller\u2019s question or help them with their issue,\u00a0<strong>never apologize by saying that you\u2019re \u00abnew here\u00bb.<\/strong>\u00a0This is irrelevant and of no use to the client. If you really don\u2019t know what to do, ask a more experienced colleague for help or transfer the call to them. Find out what you should have done or said and remember it the next time when a client calls with a similar problem so that you don\u2019t have to ask for help again.<\/li>\n\n\n\n<li><strong>Analyze more complicated calls and don\u2019t be scared to seek advice<\/strong>\u00a0from colleagues or your boss. This will show them that you\u2019re proactive and willing to work on your performance.<\/li>\n\n\n\n<li><strong>During the call, make notes<\/strong>\u00a0that you can easily enter or copy to the call log once the call is over.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"4-during-the-call\">#4 Durante la llamada<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Don\u2019t forget to stick to\u00a0<strong><a      href=\"https:\/\/test-staging.cloudtalk.io\/es\/blog\/etiqueta-de-las-conferencias-telefonicas-10-consejos-para-tener-reuniones-agradables-y-productivas\/\" target=\"_blank\" rel=\"noreferrer noopener\">call etiquette<\/a><\/strong>.<\/li>\n\n\n\n<li><strong>Don\u2019t lose control<\/strong>\u00a0over the call, be polite and patient.<\/li>\n\n\n\n<li><strong>Keep a positive approach<\/strong>\u00a0towards the customer and the solution of their problems.<\/li>\n\n\n\n<li>Use a natural tone of voice.<\/li>\n\n\n\n<li><strong>Show empathy<\/strong>\u00a0and try to create an emotional bond with the caller. Make sure that they feel important to you and see that you really care about solving their issue.<\/li>\n\n\n\n<li><strong>Ask additional questions that will help you find out what the problem is<\/strong>\u00a0and find the solution more quickly. Clients who say that \u00abthe Internet connection is not working\u00bb might actually have an issue with their laptop.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"5-know-your-products-and-services\">#5 Conoce tus productos y servicios<\/h3>\n\n\n\n<p>Los clientes se ponen en contacto con los centros de llamadas cuando tienen un problema que no pueden resolver por s\u00ed mismos o cuando no pueden buscar una soluci\u00f3n en Google. Necesitan que les ayudes. Tal vez necesiten saber por qu\u00e9 la luz de su nueva aspiradora rob\u00f3tica est\u00e1 siempre en rojo o cu\u00e1l de tus hoteles sirve platos sin gluten. <strong>T\u00fa eres quien debe darles la respuesta.<\/strong><\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"6-have-a-customer-database-and-learn-how-to-make-maximum-use-of-it\">#6 Ten una base de datos de clientes y aprende a aprovecharla al m\u00e1ximo<\/h3>\n\n\n\n<p><strong>Una base de datos completa no tiene precio.<\/strong> Adem\u00e1s de la informaci\u00f3n b\u00e1sica del cliente (nombre, datos de contacto, edad&#8230;), una buena base de datos tambi\u00e9n incluye el historial de comunicaciones con el cliente, tickets y notas, lo que har\u00e1 que tus interacciones con el cliente sean m\u00e1s personalizadas y aumentar\u00e1 su satisfacci\u00f3n.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"7-be-reachable\">#7 S\u00e9 accesible<\/h3>\n\n\n\n<p><strong>Si un cliente quiere ponerse en contacto, p\u00f3nselo f\u00e1cil.<\/strong> No conf\u00edes en los mensajes automatizados, aunque pueden ser \u00fatiles cuando tengas que informar a los clientes sobre el pago de su factura o de que hay un corte de se\u00f1al de televisi\u00f3n en su regi\u00f3n. Sin embargo, un mensaje automatizado no puede ocuparse de una entrega incompleta y no puede explicar la diferencia entre Internet Cl\u00e1sico e Internet Extra.<\/p>\n\n\n\n<p>No importa si vendes paquetes de vacaciones, productos electr\u00f3nicos o servicios de asistencia: aseg\u00farate de que haces todo lo posible para que la persona que llama quede satisfecha.<\/p>\n\n\n\n<p><strong>More than half of customers would be willing to pay more for a better customer experience.<\/strong><\/p>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Hay varios factores que son decisivos para la satisfacci\u00f3n del cliente, por ejemplo, el precio y la disponibilidad de los&#8230;<\/p>\n","protected":false},"author":29,"featured_media":4537,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[264],"tags":[],"class_list":["post-122800","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-servicio-al-cliente"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/posts\/122800","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/comments?post=122800"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/posts\/122800\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/media\/4537"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/media?parent=122800"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/categories?post=122800"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/es\/wp-json\/wp\/v2\/tags?post=122800"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}