When business leaders talk about what makes a better customer support, building relationships tend to stand out. However, this is so broad and common that it is hardly a skill anymore. Skills are more specific – something you can practice and hone on a daily basis.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
We are in a digital era where interactive decision tree, elaborate knowledgebase and automated support exist – not to mention the evolved social CRM. With these new systems in place, you might ask what purpose you’ll start developing skills that will improve customer support and what skills are necessary.
Patience. Practicing patience is always on the top of a customer support skills list. You will be dealing with various customers on a daily basis and sometimes “difficult” customers will wear you out. It is only through patience that you will be able to identify human touch from automation. If you have automated support in place, all the more you need to practice patience because the people who will be calling you are those with problems that have escalated or are more complex.
Communication skills. As mentioned, people who will contact live support are those with problems that were not resolved using alternative means like automated support in the form of decision tree or knowledgebase. Since this is so, it is important that you have communication skills – listening first and speaking second.
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