4 Ways to Support Your Customer Service Team

Your customer service team has the power to make or break your business. If you want to generate loyal and repeat customers, you need excellent customer service. According to HubSpot data, 93% of customers are more likely to make repeat purchases from businesses that provide great customer service.

If you want more business and more loyal customers, you need a strong customer service team. Here are several ways you can support your customer service reps to provide the best possible service.

1. Use IT help desk software

Setting up an IT help desk for your customer service team to manage customer requests is a must. With a user-friendly help desk application, your team will be more productive, you’ll save money, and your customers will be more easily satisfied.

The idea behind an IT help desk is to simplify the resolution process for customers. This is achieved in several ways:

• Effective self-help options are presented to users, which reduces the strain on your support team. This is the best way to practice ticket deflection.
• Team communication is streamlined and notes are made on customer tickets so that every agent knows the full story.
• You get notified of unassigned tickets so nobody slips through the cracks.

When your customer service team uses IT help desk software, issues can be prioritized and categorized so that agents can work on several of the same issues at once. Perhaps the best benefit to your business is the ability to analyze customer issues and implement solutions to avoid those same issues in the future.

2. Initial and ongoing training

The best customer service reps didn’t become experts overnight. Most likely, they received some kind of formal training and had plenty of time to implement what they learned.

Customer service training is an excellent way to support your customer service team. Although, it’s important for training to be ongoing rather than just one or two sessions. There’s always something new to learn regarding how to be effective with customer service. It’s also good to remind people about what they’ve learned periodically, especially when they haven’t had much time to implement the new strategies they’ve learned.

The ideal way to train is to hire an expert to come to you and train your people in the office. If you have a remote team, you can hold a virtual meeting over an application like Zoom, or you can fly your team out to a training conference.

3. Psychology education

The value of education is often underestimated when it comes to customer service. Training and education are similar, but education goes several steps further. For example, you’ll want to educate your customer service reps about basic psychology when people are upset and teach them how to diffuse a customer’s anger through empathy and understanding. This isn’t always part of customer service training.

To help particularly upset customers, your service reps need to know how customers operate from a psychological point of view. They also need to practice detachment so they don’t take things personally.

Understanding the psychology involved in customer service is critical for your service reps to be successful. At the end of the day, if your team can resolve problems for upset customers, that’s the holy grail of customer service success.

4. Access to resources

How easily can your customer service team find digital resources? Surveys have shown that employees spend more time looking for files than doing their work. This becomes a major problem when those files are needed to complete their tasks. Files are often scattered between multiple file storage accounts, web servers, and hard drives, making it hard to complete simple tasks.

Your customer service team will need to access digital resources on a regular basis and these resources should be located in one central file storage account so that your reps can easily find the right files when needed.

The ideal solution is to use an account like Box or Dropbox where you can organize your company assets and make them searchable with custom tags.

Customer service is the heart of success

Every successful business has a good customer service team. It’s not possible for an organization to stay in business long under any other circumstances. When your goal is to grow your business and increase your revenue, you need an effective customer service team that resolves issues quickly and makes people feel valued.

The tips outlined in this article will help you support your service reps in order to get that result for your organization.

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