A top sales team is great at bringing in new leads and revenue, but without good customer support, you’re likely to not only lose your current clients, but develop a reputation that will affect your sales.
Once your company reaches a certain level, your contact center will receive a lot of requests so you have to be sharp.
News travels fast in this interconnected world and it's much easier to lose a good reputation than it is to build one.
Allow customers the time to express themselves without interrupting and turning a bad situation into a terrible one.
It’s up to you to empower your team with knowledge and confidence that can translate into happy customers.
By running a tight ship, you can reduce waiting times, offer a more than satisfactory experience, and save your team a lot of stress along the way.
Even before customer support became more text-based, being able to take on a few tasks at the same time was essential
While your CRM will take care of all the information your customer service agents need, project management software allows you to create a workflow of tasks to make sure your entire team is being fully compliant
You might not consider knowledge itself to be one of the classic customer service talents, but having rapid, confident responses to both common and uncommon requests is certainly a skill you’d value as a manager.
Between heavy workloads and frustrated customers, it can be easy to let things get to you mentally.
Make sure your new recruits are fully up-to-speed by running a few tests before they speak to actual customers.
As part of your training, set standardized language based on what you know is concise and easy to understand to give your customers the best experience which in turn boosts your team's motivation
New recruits are usually eager to please and willing to learn, but over time, your team can get too comfortable into their role and complacency can set in.