Customer Service Training
Good customer service starts with well-trained employees. Customer service training should cover three areas:1. Company and product knowledge
Company representatives must have in-depth knowledge about the company and products to field any question a customer may pose. Customers quickly notice an unknowledgeable agent who is fumbling with vague or incorrect responses. This will quickly annoy a customer and can cause them to lose trust in your brand. Trust and loyalty takes a long time to build. One bad customer service experience can kill it in an instant.2. How to engage with the customer
Teach your customer service agents how to engage with customers. This is especially important on the phone and during live chats. Customers respond best when you engage with them on a human rather than robotic level. Drop the formal scripted responses and encourage agents to be warm and friendly and, most importantly, express empathy towards the customer.3. Dealing with difficult customers
How you deal with an irate customer will either push them away or draw them back. It’s important that customer service agents be trained on how to diffuse an angry customer. It’s easy for an agent to feel flustered when attacked by a difficult customer. If they handle the interaction in the wrong way, you’re likely to lose that customer. Agents must keep in mind that the customer is frustrated by the problem they are experiencing and that their anger is not a personal attack. Therefore, the best way to diffuse an irate customer is to sympathize with their situation, remain calm and resolve their problem as quickly as possible.Omnichannel Customer Service Software
If you’re still using outdated software that doesn’t provide integrated and seamless functionality, this could be what’s driving down your customer service efficiency. Today’s CRM systems are AI-driven omnichannel platforms. They’re integrated with other business systems and other customer channels such as email, phone, live chat, messaging apps, and social media. They offer 360-degree views of the customer’s profile, sales history, and outstanding customer service tickets. Each time an agent opens a customer’s profile, all the information they need is right at their fingertips. With so many CRM systems out there, choosing the right one can be daunting. Here’s a list of 13 of the best customer service software for small and medium-sized enterprises with the capacity to scale as your business grows.Fast Response Times
The world has sped up and so have customers’ expectations. How long you take to answer a call or respond to an email counts. The faster, the better. According to Call Center Helper, the average wait times for different channels are as follows:- Phone – answer calls within 20 seconds.
- Email – reply to queries within 4 hours.
- Live Chat – respond within 20 seconds.
- Social Media – respond to queries within 60 minutes.
