Keep key messages about caring for your customers at the front of people's minds. rinse and repeat all good training benefits from being relevant and repeated, so it is important that refresher and review training is carried out.Use this to reinforce customer service behavior - tell people about good customer service behaviour. A morning huddle, the quick five minutes where the team come together to focus on their time ahead. The same principle can work for your customer service language. Sales teams are very good at getting people to share their successes and often create a game or competition for that. have fun games and competitions on the floor can also work to support key customer service behaviors.Make sure it's not generic, but really relevant to the work that you do. helping call center agents to understand the behaviors associated with good customer service by having a customer service competency framework.Good call coaching enables the agent to explore their style, the situation of the call, and focuses on the action they could take to develop their own behavior, skills and attitudes. The experience can be difficult for the agent, and they can become defensive. If your focus on these conversations is about the quality of the call, what the agent did or didn't do, your focus is retrospective. Coaching for skills development is different to a quality review, although the two are linked. This is different to floor walking, and concentrates on what the employee can do differently that will improve their skills and confidence when dealing with customers. Their attitude will make a big difference to the people around them, and that spreads to your customers. Make sure these people are very customer focussed, and don't just know everything about your products, processes and services - they need to model how to deal with customers effectively. Floorwalkers are key members of your training team. Floor walking is the practice of having experienced members of staff on hand to answer questions about products, services, systems or policies. Here are some ideas to help you get the most return from your investment in call center customer service training:. Reinforcing call center customer service training Having team leaders run training sessions also develops their skills set. Have you thought about running shorter training sessions in team meetings? They can focus employees on customer service attitudes and manners, keep key messages from the initial training alive, and continue to develop customer service and call handling skills.
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