Customer Satisfaction - How to Train Customer Service Rock Stars

When customers are happy with your business, they are more likely to return. This is good for you since it is up to 7 times more expensive to attract new customers than keep old ones. When they come back, they may even refer new customers, too. That’s why customer service is so important. Here are some tips on how to train customer service rock stars.

 

Hire naturally friendly and intelligent people

Some people were born for customer service roles. They constantly have a smile on their face, they have a pleasant and clear speaking voice, and they know how to answer the question. Look for these natural traits in the hiring process. You may be able to teach someone about your product and systems, but you can’t teach kindness.

 

Train on the technology

There’s more to good customer service than being kind to the customer. Good customer service also requires that an employee understand how to work the equipment provided to them to prevent technical difficulties. Technical difficulties only frustrate customers. No one wants to be put on hold while a customer needs to look up a file longer than necessary, and customers definitely do not want to be hung up on. Train employees thoroughly on voip and other CSR software. If you use Zendesk they should be trained to clear tickets efficiently. . You should also train them on your internal software to the best of your ability. Continually teach new tricks and always encourage people to come to you for help when they need it. Be open to learning new things yourself, too. When there is a technical difficult, be sure that they are ready to handle it.

 

Run regular quality checks on calls

Most companies record calls for training purposes. Use this to your advantage. You can’t listen to every call. However, you can pick a couple of calls a week or month for every employee and evaluate them. Be sure to create a standard set of guidelines for every employee so that the evaluations are fair. Use these to train in the necessary areas.

 

Keep employees happy

Happy employees work harder. They also sound much better when talking to customers. The first way to keep them happy is with competitive compensation. Keep employees happy with regular treats, such as pizza. You can also give them a small bonus at the end of the year to help with Christmas expenses. Some offices even have games in the break room. Just make it a fun and positive work environment.

Good customer service will have customers coming back. Make sure they have a good experience by using these tips to train great customer service employees.

About the author

Kara Masterson is a freelance writer from West Jordan, Utah. She graduated from the University of Utah and enjoys writing about business and finance and spending time with her dog, Max. Information credited to Fone Angels, smart phone and tablet repairs.

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