Workforce Management Featured Article
Keeping Classic Business Ideas in Focus for Top-Tier Customer Service Training
Customer service technology has certainly come a long way over the last decade. Big companies have been able to manage large numbers of customers with ease thanks to digital enhancements like automation, artificial intelligence, and chatbots. One of the consequences of relying too heavily on technology for customer service is that personal customer service can be seriously degraded. While these services can certainly be beneficial, they’re nothing without the support of a properly trained customer service department.
Business leaders looking to train agents should realize that some classic principles can significantly improve customer service quality. For instance, agents should be trained to be active listeners when engaging in phone calls or video conferences. Agents that demonstrate their attention and care toward customer inquiries are more likely to handle situations faster, and can boost chances of repeated businesses thanks to a positive interaction. Agents should also spend time studying emotional queues, so that agents can have a better feel for handling difficult customers' problematic situations. Instilling passion into customer service agents is also an excellent way to improve training, as employees are significantly more likely to excel in their duties when they love what they do.
The key point to remember is that having the best technology available does not automatically translate to business success. Digital technology should never completely replace the role of a customer service agent, and employees should use their own skills to compliment high tech resources. Agents should be trained to have excellent communication abilities, emotional understanding, crisis skills, and demonstrate passion for what they do. Most of these ideas have been around for ages, and for good reason: they absolutely work. The business world is moving faster in the digital age, but it's important to maintain a human touch in any customer service interaction.
Edited by Maurice Nagle
