Request your top performing agents to provide training to others and share practical tips on how to be the top performer.
This will help newcomers to understand how to provide the best support service.
The customer success manual should include: • Detailed installation process • FAQs • Product details • Specific product features • The process of managing the live chat software and much more Most of the unhappy customers are driven by emotions, without any proper logic.
So if the customer is upset and ripping any agent to shreds, teach him not to take those things personally. While chatting with your support agents, though important, speed is not what your customers are always concerned about.
Good product knowledge not only improves the support speed but also helps to build a much stronger relationship with the customers.
So don’t forget to add product training as a part of your customer service excellence training.
Let’s discuss some of the customer service training ideas!
Once the support agents have this basic understanding, they will be more interested in providing top-notch service. Team up all of your agents and give them different chat scenarios.
For live chat support, one important component is good writing skills.
Just as the agents who provide phone support are expected to use proper language, cheerful voice, and grammar, the same is expected from a live chat support agent.
If your support agents know the products by heart, it will be much easier for them to give a solution or resolve any issue much faster.
Otherwise, they will tell customers to hold for a while for finding the solution or transfer the chats to a more knowledgeable person.