Customer service coaching is an art form that helps to turn customers into brand advocates. It is a process of improving customer service by providing employees with feedback, guidance, and support. The goal is to help employees learn the skills they need to provide excellent customer service. To become a customer service coach, you must have experience in the customer service field and possess strong communication and relationship skills.
Renowned training and leadership expert, John Whitmore, once said that if you just tell employees information, their memory after three months is only 10%. However, if you count, demonstrate, and let employees experience what you're trying to teach, three-month memory increases to 65%. Are you ready to boost agent performance? Check out the Medallia guide, 4 Steps to Improving the Performance of Contact Center Agents, to learn how major contact centers implement the right systems and processes to achieve success. Empowering employees to solve problems on their own is a great way to start.
Here are some tips and best practices that can help you get started:
- Provide individual training sessions for agents who need extra help.
- Schedule group training sessions on customer service topics.
- Encourage agents to ask questions.
- Help agents understand customer needs.
- Teach agents how to handle difficult customers.
- Encourage agents to take ownership of their work.
- Provide feedback on agent performance.
- Help agents develop problem-solving skills.
- Encourage agents to take initiative.
- Help agents understand customer expectations.
- Teach agents how to handle customer complaints.
- Encourage agents to be proactive in their work.
- Provide resources for agents to use when needed.
- Help agents develop communication skills.
Training customer service representatives is a great way to improve their skills and help them resolve customer complaints.