Call centers have customer service practices and etiquettes that they generally apply to every customer. Some of those are courteousness and patience, but for those working in a Mandarin call center, there should be additional practices to be observed in order to address the demands that are unique to their customers.
Mandarin-speaking people have their own definition of courteousness, respect, and excellent service. Here are some phone and email etiquettes that your bilingual call center agents must learn and apply to earn your customers’ loyalty.
On the phone
Phone calls mostly seal the fate of a business deal, so your customer service representatives (CSRs) must have excellent conversation skills.
• Chinese clients want all the necessary details ready, so information should be fetched before making a call.
• Interruption is deemed rude even if you do it with good intent, so agents should pay attention and allow the other party to finish what he’s saying before making a remark.
• The Chinese don’t find aggressiveness acceptable, so representatives should refrain from displaying that kind of behavior, especially during sales calls.
• When transferring a call, the customer should be informed because failing to do is considered as the rudest thing a business can do to a client on the line.
• Promises of follow-up calls should not just be fulfilled but also made on the exact period you promised to make a call, even if the notification you’ll give is about zero progress on the matter the client is expecting.
For Mandarin-speaking customers, business correspondence made via email should be as informative and courteous as it is on the phone. The general rule is, of course, to never to make any grammatical mistakes, but there are other things that Chinese customers want in email support.
• Customers would rather settle issues in one transaction instead of replying again and again, so include all the important details in one email if you can.
• The message should have a formal tone, but the word choice should be light and able to express your pleasant disposition.
• Just like in actual conversations, Chinese people prefer their full names to be mentioned. Addressing them only in their given name should only be done if they said that you could.
These are just some of the customs that most Mandarin-speaking customers look for in good customer service. It is important to learn about their traditions and practices, as it leads to a deep understanding of their needs, which is helpful in gaining their loyalty and trust.