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@hireyourmanager

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@hireyourmanager

Resilience High-performing customer service teams are resilient and don’t let critical customer feedback get the better of them. Resilient agents can take criticism and accept feedback gracefully. However, this doesn’t mean your agents will like everything they hear. Unhappy customers are a part of the trade, but resilient agents can process and respond to frustrations quickly and effectively.

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Customer service agents should be able to adapt to different platforms. Customers are everywhere now, including social media, SMS, email, and live chat. That means customer service agents must also be in those places. Adaptability allows agents to deftly switch between communication channels and messaging styles to provide an excellent customer experience. Adaptable agents can also readily adjust to new market trends and changing customer needs, fostering customer orientation. As the customer service industry embraces emerging technologies, converts to remote and hybrid support options, and prioritizes omnichannel support, this skill is no longer optional but essential.

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Importance of efficiency in customer support It’s pretty common for customer support agents to get swamped with open tickets. However, when an agent is efficient, they can get through more tasks quicker, which benefits the employee and their employer. Some major benefits of agent efficiency include: Saving money: By improving agent productivity, businesses can reduce operating costs, helping to save money and possibly afford raises and better benefits. Faster ticket resolutions: Seemingly insurmountable workloads can quickly become manageable when agents have strong multitasking skills. Lower average handle time: Agent knowledge, automation, and proactive support options help agents quickly handle customer service interactions.

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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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Collaboration as a customer support skill Internal collaboration across teams is a vital skill for successful customer service reps. In remote and hybrid working environments, agents don’t always have the option to walk over to a teammate’s desk to ask questions or brainstorm ideas. Yet the need for collaboration between colleagues and departments hasn’t waned. With customer experience software that supports integrations with tools like Slack, agents can seamlessly collaborate inside and outside the organization, whether in the office or working from a beach in Hawaii.

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Empathy as an essential customer support skill Empathy plays an essential role in building customer relationships and de-escalating high-tension situations. A customer service agent must have the emotional intelligence to empathize with upset customers, collaborate with them, and work to find a solution. Businesses that employ agents with strong conflict-resolution skills should allow reps to make exceptions to certain policies or decisions without extreme oversight. This can result in higher customer satisfaction scores and stronger customer loyalty, both essential customer service objectives. Want to make your customers happy? Let's talk!

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Seven principles of a quality customer support team: Friendliness: Customers expect support agents to be kind and warm. Empathy: Individuals want to be understood and experience genuine connection. Fairness: Consumers want to receive adequate compensation when product issues occur. Control: Customers want to access support on their chosen channel. Alternatives: If there are multiple solutions, people want the opportunity to make their own choices. Information: Individuals want answers to their questions promptly or, at the very least, assurance that someone is working on their problem. Time: People don’t want to wait for help, so businesses must offer several methods to access basic information. These key principles help agents provide great support to all customers.

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Hey Listen! Whether you’re working in sales, support, delivery, or some other position on the frontlines, being personable and forging human connections is essential for success. Bad customer service will break a business, but strong connections can increase customer loyalty and help organizations scale. Good customer service impacts business growth by increasing customer satisfaction and retention, creating lasting customer relationships, encouraging brand advocacy, and boosting sales Genuine customer service agents and strong consumer relationships can help businesses identify and meet customer needs—the forces driving purchase decisions.

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Sounds interesting

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I joined Farcaster on July 1, 2024 and have been a member since 3 months 1 day! Check your Farcaster stats: Frame by @0xdexter

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Have you seen this X.com card?

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Is Warpcast becoming more boring or more interesting?

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I have 3 years of experience as head of customer support. Anyone want to improve customer retention, stop refunds and chargebacks and handle difficult clients? Let's chat!

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Congratulations @jacek

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Farcaster is the home of natural engagement

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I got 32,381 Nothing 10/09/24 ??? @justnothing

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Bitcoin and crypto prices have surged this year as the U.S. dollar index falls to year-to-date lows (with the Coinbase chief executive last week revealing an AI game-changer). Subscribe now to Forbes' CryptoAsset & Blockchain Advisor and "uncover blockchain blockbusters poised for 1,000% plus gains" in the aftermath of bitcoin's halving earthquake! The bitcoin price is trading around $60,000 per bitcoin, up from January lows of under $40,000, as traders bet a fresh injection of liquidity by the Federal Reserve will put the bitcoin and crypto market on the "cusp" of a major move.

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