Successful customer service calls depend on the agent, and good agents are hard to find. Pam Plyler, Contact Center Practice Lead of The Northridge Group, a management consulting firm, recommends looking for the following skills when hiring a customer service agent:
- Technical skills – The more familiarity an agent has with the products and technology, the more they can help frustrated customers.
- Ability to multi-task – Customers want agents who can listen to their problem and quickly solve them. This requires the ability to simultaneously hold a conversation and look up information.
- Ability to handle difficult situations – It’s critical to know that customer service agents can adapt and successfully turn around a difficult situation on their own.
- Problem-solving skills – Great customer service agents are able to see the root cause of an issue and solve it on their own.
You can read the whole article about Creating an Excellent Customer Experience Requires Great Talent.
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