Training Employees to Become Better at Customer Support

by | Aug 17, 2013 | CRM, Customer Support

Nowadays, nothing could escape a wise and discerning customer even how you’re treating them is very important to them. If you are not treating them well, it is more than likely that they aren’t going to in return. Therefore, businesses know how important creative customer support is. And, this is the reason why employees assigned for the customer support department must be well-trained. Certainly, the employee’s social skill must be checked but this is not the only thing you should look into.

Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.

There are certain behaviors that are appropriate in customer support so that you will be able to provide the same fair service to all. The two main skills that your employees must have and be well-trained to includes the following:

  • The ability to converse. Conversations are not one-way street. It is not solely talking or listening – it must be both. Customer support specialists must therefore know how to speak and listen. Despite the fact that you can train your employees in this department, it is not something that you can just teach.
  • The ability to write. In cases where social CRM support is in place, your employees must be able write simple and direct statements in response to what customers are saying without compromising on tone.

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