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The quality of a company’s customer care program is as good as the people who provide the service which means that customer service training is too important to be relegated to a non-essential category.
Customer service agents are the “go to” experts who answer pressing questions about your organization’s products. Arming them with tailored training to resolve challenges with pinpoint accuracy will go miles in retaining quality clients. In addition, on-the-job “refresher” coaching in “live” situations provide excellent teachable moments that can be journaled for future use. Another option is to assign seasoned agents as mentors to new hires to help them perform their duties with excellence. Many offices have this type of set up in place.