Customer support is a thankless job. Service representatives are often under a lot of pressure, especially when something goes wrong. They have every right to make a mistake from time to time. You have to always keep that in mind.
Unfortunately, there’re times, when the mistakes start stacking up and it has a negative influence on your company’s image. There might be 2 reasons for that:
- The reps are not qualified or motivated enough (see how to motivate your customer support team) or
- You’re understaffed. (continue reading)
But what should I look for when hiring a new customer support rep to avoid future mistakes?
Characteristics to look for at an interview:
A job interview serves to determine a candidate’s potential. However, it is equally important to explain the role, company policies, culture, and working environment before the interview. A quick way to share this information with your candidates is to create a hiring video to outline the expectations of the job. It should be as informative as possible so the candidate is well prepared and your time is not wasted. You can even request that potential candidates prepare a day plan for the interview, which will enable you to determine how well they can perform the job.
You can also ask them to create a basic cover letter so you can get a deeper insight into who they are as a person.
Below is a compilation of the most important characteristics to look for when interviewing a candidate for a customer service/helpdesk operator position:
Self-control
Your new employee will come across customers who will be difficult to deal with. The representative must be able to handle the hard times that come with serving the public. Your chosen person has to have self-control.
Willing to help
Your candidate needs to be willing to help others solve problems.
Patience
It is vital to have tolerance for those clients that nobody truly wants to deal with. The more patient your customer representative is, the better for your support.
Commitment
Given the high turnover of customer support representatives, a very significant quality you must search for in a potential worker is commitment.
Emotional stability
You should be looking for an employee with good impulse control, non-anxious and calm.
Empathy
One of the first and most important steps when fielding a support call or email is to stop for a second after hearing/reading the issue and put yourself in the shoes of the customer you’re dealing with.
Adaptable
You need a candidate who is highly adaptable and extremely quick on their feet.
Communication skills
Service agents must be able to communicate fluently in the language of their clients.
Knowledge of the product
If your company sells something, it is important your service agent knows the product inside and out.
Sales skills
Customer service representatives are always in touch with the customers, so there is a high chance that they can instigate a sale.
A good work ethic
Your new rep must be willing to put the needed work in to provide exceptional customer service.
Ensure your agents know your product
Create a knowledge repository for your agents to ensure they’re well-versed in your product and ready to provide exceptional customer service.
How to build a customer engagement strategy
A solid customer engagement strategy is crucial for businesses to establish meaningful relationships with their customers. It involves consistently interacting with customers through various channels to understand their needs and reinforce relationships. Tips for building a successful strategy include defining the voice of your brand, promoting it online, focusing on personalization, creating desired content, and being authentic and genuine. Personalization is a key aspect, allowing companies to tailor experiences for customers and make them feel valued. Businesses can collect customer data to enhance personalization and engagement.
How to build a customer engagement strategy
The key to successful customer engagement in eCommerce is to offer relevant products and personalized experiences that go beyond traditional sales tactics. This includes creating quality content that is tailored to customer interests and preferences, using short surveys to gain feedback, and incorporating authentic brand voice in communication. User-generated content is considered the most authentic and effective, while insincere brands are punished by customers. A thoughtful customer engagement strategy can lead to increased loyalty, retention rates, and revenue.
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Customer service is crucial for any business, and it's important to have a solid team in place to handle customer complaints effectively. LiveAgent offers customer satisfaction software for small to medium-sized businesses, along with helpful tips on how to handle angry customers. One of the most important strategies is to stay calm, listen to the client, identify with their problems, offer a sincere apology, and take the initiative to solve the problem as soon as possible. By following these steps, businesses can regain the trust of disappointed or angry customers and improve their reputation.
7 ways to improve customer satisfaction by using video
Video can be a powerful tool to improve customer satisfaction and engagement, as well as increase sales. Personalized video content can demonstrate care for customers and their needs, while video training can empower and improve the performance of team members. Thanking customers by name in a video can leave a lasting impression. Explainer videos can educate customers and increase perceived value. Engaging FAQ videos can help resolve customer issues quickly and efficiently. Companies should focus on creating genuine, personalized experiences to improve customer satisfaction and build long-lasting relationships.