It’s no secret that customer service can be a tough industry to work in. But customer service has very rewarding moments as well, and the job can be extremely fulfilling if your representatives are properly supported. Read on for some ways managers, business owners, or supervisors can help make their customer service representatives feel valued and supported.
4 Must Read Ways to Empower Your Customer Service Representatives
If you need new ideas for empowering your team, try these:
1. Provide Clear Processes for Multiple Scenarios
No day is the same in the customer service world but establishing procedures for a variety of scenarios can make your employees feel more prepared for whatever they may face. These processes can be anything from cheat sheets with steps to resolve your most common problems to a clear hierarchy and steps on when to bring in a manager.
Having these kinds of step-by-step guides and procedures in place can help alleviate some of the stress your employees might feel due to the ever-changing nature of their work.
2. Don’t Be Afraid to Step In
Unfortunately, the customer service industry has gained a reputation for often falling victim to verbal abuse from clients. As any seasoned customer service worker knows, abusive clients are the rare few compared to the mix of kind and compassionate clients they will see day to day, but tough interactions are mentally and emotionally draining, and this quickly can lead to stress, burnout, and turnover in the industry. If you are a business owner, manager, or in another supervisory position, it is important to make sure your employees feel supported and have someone they can turn to when a situation gets to be more than they can handle.
By being someone they know is there to help and that they can look towards to tag-team a more difficult interaction with will make your customer service reps feel more confident, reduce their stress, and make it easier for them to bounce back and provide great service to the next person they meet.
3. Check-in with Your Employees
One of the toughest parts of working in customer service is that it can often feel like it’s you alone against the world, especially during and after a tough or unpleasant interaction. Checking in with your customer service representatives can make a world of difference in morale and make them feel like they are being cared for.
4. Say Thank You!
Customer service representatives go through a lot, and some days the job can feel thankless. Simple gestures such as providing coffee one morning for your employees, something else, or even just thanking a rep in passing for providing a customer with a good experience can go a long way in helping make your employees feel valued and appreciated.
Support and training can go a long way in helping your representatives feel calm and confident at work and having a provider that has decades of experience makes that simple.
AnswerNet provides high-quality customer service agents to help you and your business. And since we know the customer service industry like the back of our hand, we’ll help you create scripts and scenarios and work collaboratively to ensure that both you and the agents working with you are well-trained and prepared for any situation. To learn more about our services, click here.