Do your customer service representatives struggle to respond to customer’s difficult questions and complaints orderly? Are your customers unsatisfied because their root problems or concerns were not adequately addressed?
No matter how skilled and knowledgeable our customer service representatives, customers will become disgruntled if our representatives do not possess next-level customer service techniques and practical problem-solving skills.
It becomes more challenging to translate our polite and courteous intonation into writing, a form of response customers can’t hear or see, making them interpret the message in their own voices.
But what if a CS team was trained with advanced techniques to be warm and empathetic in writing? What if they carefully read through and in between the lines without jumping to conclusions? What if they understood customer’s frustrations and were trained to help them feel at ease and to give them the proper assurances just by the way they write?
Instead of focusing on KPIs, let’s aim to go above and beyond in serving our customers, and to exceed their expectations by effectively addressing and solving problems for them?
It’s proven that customers make future business decisions based on feelings such as trust and loyalty. When we go above and beyond to serve our customers, we are strongly reinforcing those positive feelings. In such a situation, they can’t help themselves from recommending our products / services to others as well!
In this regard, Iman trains your employees to harness powerful business writing skills by understanding by building rapport and understanding basic human behaviour, as well as her years of people management experience, in this engaging programme to immediately help your customer service representatives delight customers with next-level uplifting customer service techniques!