Word of mouth referrals from family and friends are still one of the best forms of advertisement. Good customer service can attract two to three people while the opposite can drive away more than ten.
Does your team possess the expertise needed to provide excellent customer service? If not, then here is a list of skills you should focus on and tips on how to work them out:
Good listening comprehension is the most vital skill required of any customer service agent. He/she needs to understand the client’s questions, listen attentively, and make sense of the situation before coming up with a solution. The right choice of words and tone is also vital in developing your team’s communication skills. Showing empathy to the clients will help improve their level of satisfaction.
2. Creativity and Productivity
Your team will face all sorts of problems while on the floor. At times, they would need to go out the routine steps and think out of the box to settle clients’ issues. Workshops that will trigger their thinking process will be great. It will encourage them to think freely and be more productive and creative in resolving conflicts.
Teamwork is crucial in providing good customer service. It will be great to teach your team to cope with challenges together and share responsibility or blame for a situation. Thinking and working as a team can be fruitful in achieving long-term goals and managing tasks. This will push them to contribute collectively their distinctive skills toward a bigger goal.
4. Industry or Product Knowledge
Attending industry-specific training will help your team answer queries and resolve issues related to the product or field where the company belongs. An interpersonal communication workshop can help your team develop a more caring approach toward the complaints of the clients.
5. Stress Management
Tedious work routine can affect the output and competence of your team. Aside from work-related skills, they should also learn how to manage stress to engage with clients better. Keep them motivated and relaxed with fun and light activities that will teach them how to cope with stressful work setting.
Equip your team with the skills they need to provide better customer service. Seek help from one of the best virtual assistant service provider, Filweb Asia, Inc.
Image courtesy of Ilham Bratama at flickr.com