One of the greatest challenges to customer service leaders is training new agents who have previously never had good customer service experience.
Training new call center agents is always a challenge. There are businesses, consultants, conferences, and software focused simply on the issue of training new contact center agents. One of the greatest challenges a call center manager or customer service leader faces is bridging the gap between the brand new, non-experiences agents and the veteran agents that can be relied upon for consistent great customer service.
25 Skills required for excellent customer service
To recap, here are some of my favorite, sometimes under-appreciated and often ignored keys to a complete customer service delivery.
Be confident in delivering customer service
Often times as a customer service professional you may not know the exact answer and have to troubleshoot problems or investigate the solution to a customer’s question. This isn’t always the easiest thing to do, but your ability to be confident in your skills and ability to resolve problems will be a great factor in getting the customer to cooperate with you and assist you in helping to find the solution.
Be a customer service product expect
Expertise is one of the greatest skills that the best customer service agents have. Learn everything there is to learn about the product or service you have to support. Use it yourself. Spend the time to study and use it, find all of the possible ways that customers could use it because, let’s face it, you’re bound to have customers ask anything and everything there is to ask about the service or product.
Keep your customer service promises
One of the biggest frustrations customers have and a big reason why there is so much distrust of customer service is because customer service today is too may customer service teams are focused on just ending the existing customer interaction. Any customer issue that requires time to resolve and follow up with a customer nearly never actually get the attention needed.
In essence, when you tell a customer “we’ll get back to you”, customers really know that nothing will actually happen. If they were to sit by the phone and wait for a call back, they’ll be waiting a lifetime and more. Rarely does something actually happen. If you ask for customer feedback, follow up with them on their feedback. If you tell a customer you’ll get back to them, call them back and actually update them on their issue.
By Flavio Martins on October 18, 2013