Top 5 Customer Support Issues, Part 2
4. Training of the Agents – They Need Both Technology and Emotions (Empathy)
Educate, train, and inspire your staff every day.
While customers don’t call customer support when they can find a solution of their problem online, it also means that customers who do request help from agents generally have more difficult issues to resolve and require agents who possess specialized knowledge.
– You have a problem when the skill and knowledge levels amongst the agents are not the same.
Identify these agents who have their own tricks and tips for dealing with difficult or specific issues, and let them train the others. “But, getting that knowledge out in the open and shared amongst colleagues and agents is one of the greatest challenges businesses face when trying to improve their customer service delivery and the overall customer experience.” Source: Forbes
– You have a problem when your agents sound like answering machines
What we believe is that the agent must have the knowledge to solve the problem and must be emotionally engaged with the issue of the customer. We not only train and educate our agents, we inspire them every day. In that way they can be sufficiently prepared for work and also capable of showing empathy.
Source: Customer Care BG
5. Corporate Culture – Aligning Corporate Goals and Call Center Staff Goals
“Although your customers won’t love you if you give bad service,
your competitors will.” Kate Zabriskie
Customers are more demanding than ever, and expect prompt issue resolution. The aim of corporate culture is to clarity the company goals to the agents. In order to provide a high quality service, it is extremely important for all agents to know exactly what the corporate goals are. Because if the agents don’t know what the objectives of the company are, what the advantages and benefits of the product are, and don’t feel satisfied with what they do, these are issues that the client will catch, no matter how well trained the agents are. Thus the message that you send is that there is something wrong and you can’t be trusted. At that point, only one step divides you from losing the customer. And this is something neither of the call center executives, nor of the call center staff want.
Source: Customer Care BG
Are these challenges your main problems too?
Please help us better understand your needs and suggest solutions right-sized for your success.
Author: Nelly Nedeva
Top 5 Customer Support Issues, Part 1