Customer service represents an opportunity for a towing service or any other company to connect with customers, solve problems and show that they care. When customer service is well executed, it can have a positive impact in resonating with customers for a long time. It is important that you train your customer support team. Customer service training refers to the process of coaching that employees receive with the goal of improving support and satisfaction among customers. It is an iterative process that involves teaching skills, competencies and all tools needed to better serve customers so that they can derive more value from the products and services you offer.
Any employee that interacts and deals with customers is eligible for customer service training. Customers represent your best growth opportunities and every employee should be working hard to keep them happy. Today, customer facing teams have different labels be it customer support, customer success or just customer service. Businesses should never view customer service teams as an afterthought. Once a consumer becomes a customer and pays for your products and services, the hard work just starts. Remarkable customer service is a competitive advantage for any business.
Hiring for customer Service
While training for customer service should be the main goal, it all starts from a good hiring process. When looking to hire for customer service, there are some skills that you must consider. First in the list is emotional intelligence. Your customer service team will be dealing with various customer problems. They need to be able to listen patiently to customers and decipher someone else’s problem. They also need to show a high level of empathy. The skill of emotional intelligence is one that doesn’t come naturally to everyone. You need to ensure your customer service candidates display signs of emotional intelligence before you can bring them on board.
If a candidate you are hiring is not able to clearly answer interview questions, how do you think they will be able to communicate with your customers? Customer service training can teach new and improved communication techniques, but even before that, new hires should be able to showcase their ability to simplify complex topics and teach others new skills. They need to be able to explain a complex or technical issue to someone who is not a tech savvy.
Another important aspect is resourcefulness. Resourcefulness is the difference between answering a customer with ‘I don’t know’ and ‘I will find out’. Problem solving skills, initiatives and creativity are just but a few competencies that align with resourcefulness. While all these skills can be cultivated through customer service training, your candidates need to display a high level of resourcefulness or at least be willing to figure things out.
Additionally, people you bring on board should be very passionate about what they do. While passion is not necessarily a skill, it is a fundamental part of going above and beyond when it comes to customer service. You need to provide services that delights your customers and turns them into promoters of your business.