It's hard to predict what will work for one customer and not for another. Your team's success might seem out of your control during the first few days. To turn these out-of-control success factors in your favor, you need to train your team on customer service skills. In this blog, we will share about how you can speed up your new customer service team.
Skill #1: Non-verbal Communication
Supporting customers over channels where they can't see your team (email, phone, chat, etc.) means being extra careful about how they communicate. When you don't use body language, every word or email can be interpreted differently. Communication is the first skill any customer service rep should learn. If your customers email you a question, you'll reply via email. Give the customer the information they need. Make the email light and friendly so your customer knows they can get in touch with you again.
The emails your team sends may follow the guidelines to some extent, but when they talk to customers publicly on social media, it's all part of your brand. Teach your team that social media platforms will have a lot of "noise," such as mentions that don't require a response. Handling direct comments and requests should be a priority.
Turn all your social media inquiries into support tickets so your team can deal with issues easily. With an integrated, multi-channel platform like DSM 2.0 with Omnichannel Support (powered by Zendesk), every email and conversation will be gathered into one inbox so your team can access everything at their fingertips. It can be fully integrated with your e-commerce site, CRM, and ERP too.
Skill #2: Verbal Communication
Customer service failures are probably due to lack of empathy. You've probably noticed that some support conversations make you happy even when you don't get your way. That's what empathy does, and to express empathy, your team needs to feel empathy. When you show empathy to your customers, they know you're on their side and that you'll do everything to find their solution.
Empathy is key to handling tough conversations. There are times when your team has to take aggressive, abusive, unreasonable customers, or even reasonable customers who are very frustrated. It's hard to come to a win-win solution with these customers, but learning to have empathy and keep your cool is important.
Final Thoughts
Keep your team motivated
Customer service representatives deal with a lot of situations that are demotivating. There are times when personal problems affect their motivation at work, and other times when they get unreasonable and abusive customers. Maybe it's just their day-to-day work, where they have to solve the same problems over and over. But no matter what the cause is, it affects the quality of work and the customer experience, making them even more demotivated.
Start to think of ways to help them to be more effective. Check out how Zendesk can help ensure that your team provide consistent support with your audience's demands. As a Zendesk partner, Zooloo offers a wide range of services, including sales, consulting, implementation support and integration. Get in touch with us at sales@zooloo.asia.
- Discover more about Customer Engagement Strategies
- Find some tips on e-Commerce Strategies
- Looking closer at e-Marketplace Strategies
Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
