The concept of customer service is no longer just providing support to customers before or after purchasing the product or service provided by the company, but the matter has evolved more than that as it is an integrated system, companies are keen to take care of it and develop it from time to time in order to ensure the preservation of the satisfaction and happiness of its current customers and attract more From customers, so your role as a manager of this system is one of the most important factors for its success and distinction, as additional skills are what distinguish you as a customer service manager from others, so let’s get to know the skills that must be available to lead the customer service team in your company successfully.
• Stimulus
Knowing how to motivate employees is one of the most important skills that every manager must possess, not only in the field of customer service but in all areas, but your position as a leader of a customer service team makes you need to know how to motivate employees and make them aware of how to motivate others, and this is what we do With our team in Marketune, we can get the best performance from employees and thus achieve amazing results.
• Measure performance correctly
It is true that knowing the response time for customers, the time for resolving complaints, and others is one of the tools by which you can measure the performance of the customer service team, but it is not sufficient on its own because it has a narrow perspective, so you should use the metrics that contribute to the evaluation of the team’s performance as one unit, such as the level of customer happiness and communication rates Clients are with you, so you have a more comprehensive view.
Training
Your team constantly needs more training and development, in order to be able to perform its role in the work to the fullest, training helps your team to provide a great experience for customers, in addition to their participation in that, always listen to them to know what are the difficulties they face at work, and provide them with the appropriate training Continuous training is one of the services that Marketon provides continuously to its employees, not only in the customer service department but in all departments.
• Organization
You have to organize roles so that everyone knows what their role is? What are the goals that must be achieved? In addition to prioritizing work, directing everyone on your team and helping them accomplish their tasks properly is one of your key roles.
Managing agitation and anger
Dealing with customers directly is one of the most difficult roles that customer service representatives play, let alone if this customer is in a state of extreme anger and asks to speak to the customer service manager directly, this is a clear indication that his patience has run out, he is in his extreme state of anger and you cannot expect a response He did, so you have to have the skills to manage that anger according to your position as a customer service manager, and to think about the options available to you while implementing the best way that can lead to calming the emotion and anger of the customer.
• Positive language
Small changes in conversation patterns with clients enable you to go a long way in satisfying and making them happy, as language is an essential part of convincing individuals, especially customers, so be sure to use positive language when dealing with clients, because they create perceptions about you and your company according to the nature of the language you use.
Conclusion
In the end, companies strive to work to provide a positive experience for their customers every time they turn to the customer service team, they are the key to obtaining customer satisfaction, retaining them, and earning their loyalty in the long term, in addition to acquiring new customers, which contributes to building a good reputation, increasing sales and achieving profits. So, remember that you are the coach of this team, and your success guarantees more success for them, and this is what we always emphasize in Marketune.
Customer service and managing relationships with them through call centers is one of the services provided by Marketon, with the highest efficiency and competitive prices, for more details click here.
