Communication as the bedrock of customer support

To improve the customer experience, agents should be capable of clear written and verbal communication. No matter who they’re speaking to or why, customer service agents need to have a firm understanding of:

Which communication channels are most appropriate for each situation

Who to speak to for a fast and accurate response to their specific issue

When to escalate a trouble ticket and who will address the issue

How to be upfront with a customer and strike the right tone of voice
Strong communication skills help agents effectively manage their workloads and connect with customers. Each touchpoint should be an opportunity to create a positive experience and make customers happy.

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