To read this article, place yourself in the shoes of the customers. Imagine all the scenarios from their point of view. This way comprehending all the situations and their impact on your company would become clear to you.
Now let us walk you through a scenario. Imagine you wake up one day and find out that the single internet device at your home isn’t functioning properly. You start panicking as you are a work-from-home employee and without the internet; you won’t be able to perform all your tasks.
You quickly reach out to your internet service provider’s helpline. However, to your surprise, you are put on hold not just for one or two minutes but for a total of fifteen minutes. This really infuriates you and you start hating yourself for signing up with this provider.
After a considerable amount of hold time, a representative picks up and talks to you rudely. The agent doesn’t listen to your issue at all and instead transfers your call to another department. ‘I’ve had enough’, you whisper to yourself after which you end the call. Obviously, in such a situation, you would cut your ties with the provider and vow to never contact the company ever again.
The purpose of narrating the scenario above is to encourage you to put yourself in the shoes of the customer and then see how valid their reactions are. It is vital for you to understand that customers are a very significant part of your organization. They indirectly determine your revenue and your popularity. So if you want positive word of mouth for your company, then it is important that you train your employees in a way that is acceptable to the customers.
What Should Companies Do to Satisfy the Customers?
Designing interactive training courses and incorporating them into daily operations isn’t a new practice. Many telecom companies have already started working on this approach because they have realized that customers are the face of their organization.
One such company is Xfinity, which has given its representatives all the essential skills to attract new customers and retain the old, loyal ones. This is the case with not only the primary English customer service team but also the non-English teams. For example, if you contact Xfinity Atencion al Cliente (for Spanish speakers only), you’ll see that its customer support agents are available around the clock to cater to the issues of the customers in a respectful and empathetic manner.
This shows that companies are going out of their way to resolve the issues of the customers. The best way to teach your employees in the friendliest manner is to organize interactive training sessions for them. These training sessions should essentially include all the basic and significant skills that will help them enhance their daily operations.
We understand this might sound a bit overwhelming however, you need to understand how easier and more efficient things will become once you start including these sessions in your daily activities. To make things less complicated for you, we have enlisted the most important topics that every training session should cover. So grab a notepad and start taking notes.
1. Active Listening
Active listening essentially is an attribute that helps your customer service agents pay close attention to the needs and demands of the customers without making any blunders. Thus, it is considered one of the most important customer service topics.
Taking this course, will:
- Aid your employees in properly lending an ear to the customers.
- It will help them analyze the intensity of the issue within a few minutes.
- After taking this course, consumer feedback would be carefully heard and comprehended.
- Moreover, consumers who seek customer support rather than self-service would essentially feel validated about their queries.
How will this topic enhance customer satisfaction in the long run? It will help enhance consumer satisfaction as well as engagement, which will essentially lead to stronger consumer retention and loyalty.
2. Effective Communication
Effective communication includes both written as well as verbal communication skills that help your customer support agents to provide the correct response to the consumers in a clear, concise, and coherent way. It necessitates being well informed in interacting effectively via a simple and easy to comprehend manner in order to avert confusion with the customers.
How will this topic enhance your training session? The answer is simple. By learning the most convenient methods of communication, your representatives would be able to effectively address the problems and queries of your customers and efficiently meet consumer expectations. In addition to this, this topic will teach them how to analyze one’s body language and how to main friendly, professional interactions.
If you want us to name one life-saving skill then we would definitely introduce you to problem-solving abilities. This topic needs to be consistently reinforced in customer support programs. These skills help you in making accurate decisions.
How? By helping you comprehend topics like motivations as well as behaviors. In addition to this, by acquiring problem-solving skills, you get to enjoy strategic skills as well which equip you with the right techniques of handling challenges and tricky situations in a logical manner. Thus, it is safe to say that incorporating these skills among your agents will help them identify the main issue, especially when the consumer is not very clear while communicating the details.
We hope the top three topics mentioned in this article will help you enhance the overall performance of your customer care department. Try incorporating these skills in your training programs and thank us later.