January is here and we’ve all got our fingers on the reset button. From our diets to our finances, most of us have a few things in our lives we would like to clean up. But New Year’s resolutions aren’t just for our personal lives- in fact, January is the perfect time to evaluate what is working in your business and what might need some improvement. We’re willing to bet your business could benefit from at least one customer service goal this year. Not sure where to start? Take a peek at our favorite customer service resolutions for 2019.
3 Customer Service Resolutions to Make in 2019
1. Update agent training
Empowering your agents with adequate training is arguably the best thing you can do for your business (and your customers) in 2019. Competent agents have the confidence to answer questions and handle situations on their own, without having to hand them off to superiors.
Has it been a while since you’ve taken a look at your agent training materials? In the ever-evolving world of technology, information moves quickly and things change fast. It’s worth taking a look back at the information you’re providing your agents to make sure they’re getting the most current information available.
Think about any knowledge gaps you’ve observed over the past year. If there is something you’ve found yourself repeatedly saying or something you wish your agents knew, make sure to add it to their training so you can be confident it will be covered in the future.
2. Lower wait times
If there’s one common complaint about customer service, it’s likely waiting time. Customers are busier than ever, and nobody has the time or patience to be placed on hold or wait endlessly. Show your customers that you respect their time and you’ll win fans for life.
Although waiting is an inevitable part of the customer service game, it doesn’t have to be painful. Aim to lower hold times, and when necessary, offer to get in touch with them when the issue has been resolved.
3. Listen to your customers and implement their feedback
If you really want to take your customer service to the next level, you need to consult the experts: your customers. Some suggestions may be unrealistic, but we’re betting that if you listen to your customers closely, you’ll find a few key ideas that you can work into your current customer service practices.
January is the perfect time to implement some fresh ideas and make a few changes to your existing customer service model. Here’s to a successful 2019!
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To learn more about EMS, Inc. and the services we provide, please visit www.emscrm.com.