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@hireyourmanager

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@hireyourmanager
Instead of rushing to close tickets or end chats, patient service representatives take the time to pause, think, and act in their customers’ best interests. They use active listening, detailed problem-solving, and compassionate thinking to deal with angry customers while prioritizing CX. Calmly meeting a customer’s questions, confusion, and frustration can be the difference between loyal and lost customers.
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An agent’s ability to use their time effectively shouldn’t go unnoticed. While similar to efficiency and productivity, time management is an important customer service skill all on its own. Aside from obvious benefits like lower stress levels, more manageable workloads, and faster ticket resolutions, strong time management skills also help agents meet service level agreements (SLAs).
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Anyone wanna tell me how to get the $Degen Warpcast Reward?
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@hireyourmanager Customers expect agents to know the business’s product, service offerings, and policies well. Service agents should also have in-depth knowledge about their company’s industry. When reviewing customer service resumes, hiring managers should prioritize candidates who list prior software and tool experience, demonstrating an aptitude for product, technology, and industry self-education. Past experience handling complex product offerings can also be indicative of a candidate’s suitability for the role.
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@hireyourmanager According to the Zendesk Customer Experience Trends Report 2023, 72 percent of customers want immediate service—and many are willing to stick with brands that follow through. When businesses utilize tools like IVR software and AI chatbots to speed up processes, agents have more time to focus on and find solutions to complex issues. A talented customer service rep can use their problem-solving skills to: Listen to any customer problem. Ask relevant follow-up questions to identify the problem. Explain the pros and cons of various solutions to the customer. Utilize available resources to find solutions to issues they’re unfamiliar with. Identify who to speak with for additional information if they get stuck.
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@hireyourmanager Great support agents have a proactive mindset and can anticipate customer needs based on the contextual information stored in files and address concerns before customers even ask. Since they’re often the first to hear about recurring problems, customer service agents need to proactively anticipate issues, research solutions, and recommend changes. An employee’s proactive mindset and behavior are telltale signs of an agent’s customer support experience and level of engagement. With this skill, agents can successfully eliminate concerns and create a better CX.
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Digital literacy requires technical and cognitive skills to find, access, and respond to online-based queries. It also requires agents to adhere to remote work best practices. Agents with digital literacy skills can effectively communicate with colleagues and customers and utilize agent workspaces, tools, and additional resources. It’s OK if agents are unfamiliar with a specific database or software, but they should have the cognitive ability to pick up evolving digital tools quickly and incorporate them into their workflow.
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Generative AI, AI agents, and other intelligent technologies play crucial roles in customer service. Modern support agents must understand how to work with evolving tech tools like AI to be successful and provide more comprehensive support. 90 percent of early AI adopters believe that 80 percent of CX issues will be resolved without a human in the next few years. Do you agree? Fear of change might make some wary of new tech. Yet CX leaders aren’t slowing down. In the Zendesk Customer Experience Trends Report 2025, we found that 86 percent of CX leaders believe CX will be utterly transformed in the next three years thanks to AI. And 90 percent of early AI adopters and Trendsetters believe that 80 percent of customer service issues will be resolved without a human in the next few years. Tech proficiency is key to keeping up in this rapidly changing job landscape.
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Intuition is one of many essential customer service representative skills required to better understand and help customers. Agents must be able to anticipate needs and pull relevant reference resources from a knowledge base while speaking to customers. A culture of customer focus and reflective listening is key. Customers don’t like repeating themselves, and they expect agents to have immediate insights and solutions when they reach out. Intuitive agents can sift through the details, identify needs, and work more efficiently.
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Relationship building A culture of customer focus supports agents in building and nurturing customer relationships. This requires interpersonal skills and emotional intelligence. Businesses must arm agents with the context to personalize conversations to build customer trust and rapport. This method helps agents develop the people skills needed for customer relationships. A strong connection builds trust in a brand. This, in turn, increases the chances of more purchases or following an agent’s upsell suggestions.
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Data centricity Customer service agents should analyze data and gather actionable insights that help them enhance their performance and prioritize intelligent CX. These data insights should relate directly to agent and customer behaviors to improve work habits and customer knowledge. With an advanced CX tool, agents can use AI to effortlessly crawl customer data and gather relevant insights and takeaways. For example, agents can use data to: Understand customer communication preferences, purchasing behavior, and personality. Identify repeat issues and resolve the customer’s problems faster. Assess their own performance. See how they fit into the team as a whole. As consumers change, so will real-time data insights, allowing businesses to quickly respond to new preferences or trends.
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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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Let me in - My best channel yet
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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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