In this two-part series, our friends at Impact Learning, share their top strategies for customer service agents. They provide fantastic guidance in their blog and improvements for sales, service and support staff.
Often times, when customers are calling into your contact center, it is likely because they require technical assistance, can’t find an easy answer to their question, or your system has prompted them to do so in order to complete a transaction. No matter the reasons why a customer chooses to reach out to you, it’s important that each customer facing agent is professional, knowledgeable, courteous, and can offer expedited assistance.
If you are using technology that gives customer facing agents an edge over your competitors who aren’t, let’s review a few training tips to take your customer service from good to great.
- Be Courteous. The push-pull of a profitable contact center requires agents to quickly resolve a customer’s issue while also remaining polite and courteous. Training agents in how to be polite and efficient is a practiced skill. As more customers demand personalized care, agent training that teaches manners and personalization techniques will be favorably rewarded with customer loyalty.
- Give departmental knowledge. Don’t make your customers suffer because your agents haven’t been adequately trained on which department can better service the customer. Before an agent is allowed to work with customers, he or she needs to be broadly aware of the functions and roles of the other customer-serving departments. The next step is to ensure proper training in how to efficiently patch a customer through to the right person or department. This is where the need for an omni-channel strategy comes in. You can probably see how frustrating it is for customers to start with one agent, get transferred to another, but have to start over at the beginning because your software doesn’t track a customer through different media channels or departments.
As with all training programs, they should be relevant, easy to absorb, and appropriate to the learner. Making training tools available for various types of learners is important if what is being taught is to be incorporated into the workplace.
Customer facing agents are under a lot of stress and pressure but a good training program that is ongoing pays off in that employees are more satisfied in their jobs, which ultimately translates to more satisfied customers.
Don’t forget to read our Part 1 of the Training Strategies Series for more tips on how to educate the best customer service reps and agents!