You’re a manager of a large company with an excellent reputation for customer service, and you want to uphold that reputation. You obviously know that your agents are the lifeblood of your operations, for without them, you would have no customers and no sales. So how do you go about hiring and training excellent customer service representatives?
Part of customer service is making a good impression on the customer, so hiring people who make a good impression on you is a start. Don’t just pay attention to how the candidate dresses and is groomed—although those are very important too, but also focus on their experiences in the customer experience field, their attitude and their personality. Then ask yourself if this is someone you want representing your business? Once you’ve found the right fits for the job, provide them with thorough training. Good customer service entails extensive knowledge of the company, the industry and the product, so training the new hires in these areas is crucial. When evaluating performance, remember to praise publicly and reprimand privately.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
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