I have been a call center agent for almost 6 years hence, my disappointment in the way my calls are being handled in some of our local call centers. Being able to give the best service possible to my international clients I would expect to be given the same preference in my own country. The most important rule is to set the customer's expectation. Do not make promises that you know you cannot keep. Never make promises that will put your company's integrity to a test. Remember you are your company's frontliners. Whatever you say over the phone will make a lasting mark to the company's clients. I love providing my customers good service hence, I only say what is right and if it is something I am not too sure of I tell my customers that I will have to place them on hold for a few minutes while I verify the information for them.
Honestly, your customers would appreciate being given the correct information. By setting their expectation and providing other possible ways of resolving their issues you are in fact making sure your customers feel important as you give credence to the company who hired and pays you to provide such service.
Let's all put ourselves in the shoes of our customers shall we? Remember, after our shifts, we too are customers and expect the same kind of service from our providers.