Provide The Right Tools
Not having the right tools can make doing business difficult for anyone. There are many customer service tools that can make service reps’ lives easier:
You should also show appreciation. Let them know when they are performing well. Thank-you emails or even a handwritten note when an employee handles a difficult issue particularly well could go a long way. If you don’t already have an employee appreciation program in place, you may want to consider starting one. Such programs are structured to ensure employees are being recognized for their hard work.
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- Phone systems
- Internal chat platforms so that reps can get fast response from co-workers while they are on the phone with customers
- Help desk software (such as ticketing systems) to serve as a resource for customer questions and to troubleshoot problems in a timely fashion
- Automation tools to streamline tasks
- CRM systems to store client contact information and important notes about support requests
- Webcams so reps can have personalized calls with customers through video support
- Survey tools to track how customers rate their service
As your products, services, and policies evolve, it will be important to keep your customer service reps up to date on all the changes. While your customer service team does not need to know the ins and outs of all your products and services like your sales and marketing teams should, they do need to be trained enough that they can assist customers accordingly and know how to solve both common and unique problems without always asking for help.