There are best practices on interactive customer service to bear in mind when you’re a business entrepreneur. This often starts in training your employees from the beginning.
How to make sure best practices are implemented when it comes to interactive customer service through training?
Train through Role Playing
A role-playing approach for interactive customer service is one of the best practices you can carry out. It allows employees to experience real-world settings. You can assign employees to the role of the representative and customer.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
They can role-play common interactions between the company and the customers such as product or service inquiry, return of merchandise and disappointed/frustrated customers.
As the owner, it is your duty to encourage employees to experience it real-time and discuss what went wrong or what went well so this can open rooms for improvement.
Secret Shopper Training
Another approach to interactive customer service training included in best practices among various industry is the secret shopper training. You can have a trainer act as the “secret shopper” and allow this person to interact with your employees.
The trainer can make assessments based upon the level and quality of interaction between the shopper and the representative.
Once you’ve implemented the best practices in interactive customer service training, you can sit down with your employees and discuss which aspects of business they need to improve.
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