You’re not just looking for a job in customer service, you’re looking for a high-flying career.
But if you want to be the best customer service manager ever you need to have the best customer service team.
So here are s1jobs’ top five tips for empowering your agents.
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Knowledge
The best customer service agent is the one who knows what’s important to their customers: what they like, what they hate, what they need, what they don’t want.
To become so well-informed means having access to data from every department, including sales and marketing.
This can be achieved through weekly meetings where new information – and customer feedback – can be shared.
Speed
Having knowledge is paramount but so too is having instant access to the ‘sudden unknowns’.
We live in a fast-paced and interconnected world – one where we can ask a plastic box the ingredients for a Mongolian soufflé while playing the new song from Lady Gaga and expect an instant answer. This means customers don’t want to be kept waiting when they have a question or problem with a product or service.
A manger must make sure agents have easy and super-fast online access to information.
Freedom
While it’s important the company’s standards are always upheld and its reputation not put at risk, customers are never satisfied if they feel they’re simply being fed lines from a script.
Therefore, service agents should be encouraged to be free thinkers, adapting their tone and approach to suit every individual call, email or face-to-face meeting.
Such a ‘bespoke’ service will be much more appreciated.
Feedback
Customers are naturally the best source of feedback about a company’s products or services, so why not set up an online forum where they can share their experiences?
A moderator can protect the brand from the perils of being a target for keyboard warriors, while positive feedback not only lets agents know what makes customers happy but also serves as free PR for the company.
Upskilling
A training or mentoring programme that allows customer service representatives to learn at their own pace can help them better understand not only the company’s products or services but also more effective ways to share that information.
A truly successful team will always receive constant reinforcement of best practices and procedures from their manager, either through one-on-one training or group classes.
Now go forth and empower yourself and your career with the latest Customer Service vacancies from s1jobs.