Knowledge is power

Regardless of where an employee is working from, great customer service over the phone is all about mindset. The customer should feel that the employee is on their side, sympathetic to their issue, and working for them to find a remedy. Hopefully, by now employers have provided their customer service reps the right technology at home (computer, internet access, a headset that minimizes noise, updated scripts) and those employees are able to access a quiet place to work in their homes. It's important during this transitory time that companies keep their front-line employees updated regarding changes to internal processes, supply chain, and response times so that they are giving customers the best possible information for their respective situations. Knowledge is power!

The right tools go hand in hand with good training, great scripts, and hiring employees who understand how to be both a good ambassador for their company as well as an advocate and liaison for their customers.

Want to know more about setting up your staff with the tools for success? Schedule a consultation today.