1. Listen to the customer

Do you remember the moment when the phone rings and the operator tries to sell you something and does not respond at all to what you say to him or what you want? It is because he listens to you, but he does not really listen to you at all. You know for yourself how such a call usually ends. The ability to listen is absolutely crucial for both active sales and customer support. Without listening, the dialogue is just two simultaneous monologues, information is lost, and neither party is satisfied with the course of the conversation as a result. There are several techniques that operators recommend to improve their ability to listen actively. These include, for example, the now very popular Mindfulness, or various other exercises to maintain concentration in the present moment. Study them and see how they will enrich your work and private life.

2. Be accommodating and kind

We are human, and that's why we like humanity. We remember positive emotions associated with pleasant interaction for a long time and appreciate them appropriately. If you want to be an excellent call center operator, remember that friendliness, kindness and humanity are essential for creating a good connection between you and the person you interact with. These abilities cannot be simulated. They are connected to the realization that on the other side of the line there is also a person who experiences his joys and sorrows just like you. It is necessary to listen to this person, to see him as an individual unique individual and to deal with him accordingly.

3. Smile

Laughter is contagious, and if there is a smile to be felt from your voice, it carries over to the entire call. Remember that smiling can be used effectively in conflict situations and can resolve them very effectively. At the same time, it also serves well for our own mental hygiene, as it subconsciously reprograms our perception of a given situation from negative to positive.

4. Openness to feedback leads to growth

Some would say mistakes are expensive. It's not true. Repeating the same mistakes is expensive. The path to success is always through dead ends, in all areas of our lives. In order to learn from mistakes and use them as a source of experience, you need to be able to think about failures, and especially to talk about them with other people.
Throw away the ego and don't take a mistake as a failure. Look at a mistake as a situation that happened in life in order to learn from it. Actively tell others about your mistakes and share insights to improve. Being able to acknowledge your mistake and talk about it is a sign of mental maturity. At the same time, talking about your mistakes helps integrate these experiences and contributes to long-term mental well-being. Once you learn to talk openly about your mistakes and see them as an opportunity for improvement, this will give you the ability to tolerate criticism better. This will make it easier for you to learn from mistakes, which will accelerate your growth both on a professional and personal level.

5. Empathy is the key to success

Empathy is the glue of conversation. When you talk to someone who listens to you and at the same time empathically shows that they understand you, zzYou should realize that pleasant feeling at that moment and how the conversation subconsciously deepens. As an excellent operator, you must also be able to provide this experience to the person on the other side of the line.

Empathy in conversations is significantly easier than most people think. Often during training we find that people do not know how to communicate empathically correctly, which can be nicely demonstrated, for example, when you have a fight with your partner or partner and tell your friend about it. Be aware of how you feel when a friend says, “Don't worry about it, it's normal to fight sometimes.” Is this a reaction that pleases you? He's not. Basically, he didn't listen to you. Or when he responds by saying something negative about your partner. You just want a “willow” to listen to you and instead you get an attack. Or when someone denies your problem and says it's not a problem. At that moment, you think, this is your friend at all... What really helps is the expression that the person is with you. Reactions such as “I understand how you feel right now”, or “I'm sorry. I can see how uncomfortable it is for you” they are much better and will connect you in a given situation. They will not solve the problem, but they will show the other that he is not alone in this and that you are a support for him.

6. Learn to handle stress properly

The work of an operator can sometimes be very demanding and stressful. Learn to seek work-life balance. A good worker is one who, even after a hard day, manages to come home and be a great partner or parent. Remember that prolonged stress is very unhealthy for both the soul and the body. Be receptive to yourself and learn to detect sources of stress at work. Work actively with these sources of stress and reduce stress. Don't settle for somehow surviving it. The opposite is true, you won't survive it. It's good to understand yourself and know what's stressing me out. Subsequently, it is necessary to do everything possible to improve these stressful situations, and also to be able to actively work in yourself with the inherent stress.

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7. Keep learning

Are you surprised that knowledge of products and technology is only the last on our list? We do not even mention this knowledge because we see it as an absolute prerequisite for being a good operator. But what makes an operator excellent is the mindset with which he approaches learning new things. An inquisitive mind is the foundation of success, and only constant learning throughout life will give you the opportunity to be competitive and excel.

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