HireYourManager

@hireyourmanager

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HireYourManager

@hireyourmanager

Sliding back to Warpcast with a hot cup of coffee on a cold morning. Good morning Farcaster family

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@hireyourmanager

tell me about an example of a bad customer service! “I got ribs at a barbecue place in my town, and they had squeeze bottles with barbecue sauce on the tables. I squeezed some onto my ribs, and three dead wasps came out with the sauce. The owner just happened to be there, and said, ‘What do you want me to do about it?’ ”

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HireYourManager

@hireyourmanager

Here are ways you can deliver fast customer service: Leverage AI: According to Zendesk benchmark data, AI-driven insights and recommendations can accelerate customer resolutions by 300 percent. Consider implementing AI in as many touchpoints as possible to improve your CX. Invest in agent training: Give your help desk a customer service training guide that sets them up for success. They should know your products well, have access to a robust knowledge base, and be able to handle challenging customer issues. Improve processes: It is critical to get tickets to the right teams as quickly as possible. One way to do this is to create a “customer service triage” team to manage each ticket, especially if you receive a lot of complex questions.

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@hireyourmanager

A professional customer support agent should put customers at the center of your decision-making! Organizations need to embrace customer orientation to elevate their customer service. This means putting customers at the center of organizational decision-making rather than focusing purely on products or profits. An example of this could be collecting customer feedback in every channel and sharing that information across the company to help guide business decisions. When organizations use their customer as their North Star, they can effortlessly deliver an outstanding CX.

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Developing a contact center culture should be based on issue resolution, not call length. To keep customers happy, agents need to be able to spend as much time as it takes to solve an issue. That can be hard when they’re feeling pressured to have quick call times. Have you ever experienced a great customer service? Which company is it?

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It's important to guage empathy when hiring support agents—and letting it be a driving factor in choosing candidates. High-performing teams have agents who are driven by helping people and interacting with customers. Try asking a few interview questions for hiring great customer service reps during your next candidate interview.

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is there any reward for good other than good?

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My great customer service skill. Hint #4 Be proactive Proactive customer service occurs when a business takes the initiative to help a customer before the customer contacts them for help. It means anticipating their needs to avoid issues from sprouting and, if necessary, trying to resolve problems at the first sign of trouble. There are big benefits to delivering proactive customer service. You can often prevent problems before they start. Instead of waiting for a customer complaint, you’re doing something to help them now.

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My great customer service skill. Hint #3 Put customers at the center of your decision-making: Organizations need to embrace customer orientation to elevate their customer service. This means putting customers at the center of organizational decision-making rather than focusing purely on products or profits. An example of this could be collecting customer feedback in every channel and sharing that information across the company to help guide business decisions. When organizations use their customer as their North Star, they can effortlessly deliver an outstanding CX.

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My great customer service skill. Hint #2 Have empathy Showing empathy is one of the most important customer service skills I have mastered. This means engaging in active listening and fully understanding customers and their problems—not seeing them as an annoyance to handle but as the hero of the story. Empathy plays a crucial role in building customer relationships and de-escalating tense situations. Customer service agents need empathy and a good customer service voice to collaborate with customers and find quality solutions to their problems. Empathy is becoming even more important in the age of AI customer service. If your organization embraces the importance of empathy, you can use tools trained on real customer interactions and prioritize human needs.

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Hints on how I deliver great customer service #1: Meet your customers where they are Customers want to connect with you on the same channels they use daily. According to Zendesk Benchmark data, 30 percent of consumers rank the phone as the top preferred channel for complex and nuanced problems, followed by email (14 percent) and in-person (13 percent). As you can see, it’s a mixed bag, meaning you should have a presence in multiple mediums. Embrace an omnichannel approach to customer service—one that creates connected and consistent customer interactions across all touchpoints, from online customer service to phone calls. This allows you to meet your customers where they are and deliver personalized customer service, no matter the software.

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What if I give out my next weekly reward to one of my followers?

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Flexibility as a customer Service Skill: Adaptable customer service representatives anticipate and plan for changes, while flexible agents react to and accommodate customer needs immediately and situationally. Flexibility in a support environment is especially useful when there are immediate changes to service software, working environments, hybrid or remote communication methods, and company products or services.

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Customer service agents must be coachable! Coachable customer service reps understand that advice and feedback can come from anyone, including peers or direct reports. They are willing to listen actively and implement feedback into their daily routines and customer interactions. While coachability is a great skill, it doesn’t happen without an open line of communication, approachable management teams, and the willingness to learn.

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Upselling and cross-selling skills are profitable support skills As the first line of defense, support agents may intercept product requests or questions from interested customers. These agents must be able to influence, effectively reason with, and encourage action from interested parties without hesitation. When an upselling or cross-selling opportunity arises, support agents can tap into their in-depth product knowledge and strong communication skills. With a keen understanding of their customers’ needs, service reps can make product- or service-specific suggestions based on best fit. Alternatively, they seamlessly transfer customers to a sales representative when necessary.

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Great customer support agents are creative Offering customers innovative solutions to complex problems entices them to stay loyal and continue asking questions. A creative and resourceful agent typically takes a classic service interaction from forgettable to memorable. Asking unique but relevant questions, referencing customer interests, presenting out-of-the-box solutions, or offering discounts can delight customers and improve interactions.

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Personalization of customer support response Personalized customer communication can positively impact CX, and knowing who your customers are and what they want can transform good service into great service. Successful customer service management prioritizes the creation of customer profiles so all agents know a customer’s brand history, demographic details, and needs. Use these profiles to correctly spell or pronounce names, provide location-specific services, and tailor communication.

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Ambition as a great customer support soft skill Ambitious agents are earnest, steadfast, and willing to go the extra mile to provide stellar customer service. Too much ambition can cause rifts in professional teams, but too little can lead to mediocre performance and poor customer service interactions. Tenacious representatives will go beyond the bounds of their job description to positively impact customer experiences. While cultivating this skill can be challenging, mastering it ensures that customer questions and issues are handled thoroughly and accurately.

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Attentiveness as a crucial customer support skill Attentiveness is crucial for hearing and understanding your customer’s direct and indirect requests. Support reps can identify common areas of confusion and frustration by paying attention to customer experiences and closely listening to their feedback. While your client may never say your software’s interface is confusing, they may tell you specific functions are difficult to locate. Attentive listeners recognize this feedback for what it is: an indirect request for user experience updates.

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This is getting interesting as the price war in the downstream oil sector continued on Thursday as the Dangote Petroleum Refinery quietly implemented a price reduction at its loading gantry, reducing the loading cost of its petrol from N825 per litre to N815 per litre.

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