As businesses extend their global reach, they face new challenges in fostering the human connections that keep blood pumping through their industries. In competitive markets, customer service and the people who provide it may make or break even the most innovative or essential business. Whatever the scope of the operation, its reputation and integrity are on the line every time an agent answers a call. Likewise, every call is an opportunity for an agent to increase customer satisfaction and loyalty. Rather than leave these occasions to chance, many businesses choose to implement training courses to develop the research and customer service skills so important to satisfying customers and increasing customer base.
Why Buy Into A Training Course?
It has been noted that customers are more likely to switch from one company to another over a perceived customer service issue than for pricing. Customers value information, respectful treatment and sincere assistance. They demonstrate it through brand loyalty. For many companies, customer service courses such as those at Impactlearning.com provide a worthwhile return on their investment.
Courses Address Multiple Concerns
The bottom line may be customer satisfaction, but an agent may have to navigate many steps on the way to resolution. A successful agent needs to develop skills in:
Research. It is key to be able to find information quickly.
Listening techniques. Active listening enables an agent to assess where to go for the right information. Engaged listening helps the agent hear both the content and intent of the customer call.
Probing. Asking the who, what, where, when and how questions can light the way to a successful resolution.
Time management and organization.
Adapting to changing technologies.
There is quite a bit for an agent to keep in mind at every call. Comprehensive training helps make smooth and helpful service second nature.
Tools for Managers
Education materials help managers support agents in their skill development. They may instruct how to communicate service standards, how to create and implement a script, how to make an action plan to set and achieve goals and how to embrace feedback. They may also learn how to consolidate resources to make it simpler and easier for agents to access the materials they need.
Going Above and Beyond
A great customer service representative, the one you want representing your business, delivers better-than-average service. Excellent training and follow-up support are solid ways to build competence and confidence in your customer service team. The more they understand the job and its goals, the better they can step into it and excel. Great agents provide the human connection that sets a business ahead of the pack.