Owing to the not-so-favorable situations, customer service is a crucial field to work in. Support teams often face a lowered morale, burn out and dissatisfaction due to the nature of the job. Dealing with infuriated, agitated and rude customers at times can be quite a tedious task. This may further affect the agents’ productivity. In this article, we have shared some highly effective tips that can help boost the productivity in such situations:
Provide a solid help desk solution:
Increasing the productivity of your customer service team is all about empowering your customer support team effectively. It can be done by providing an efficacious help desk solution that can be updated as per requirements. The solution should also be capable of enabling you to merge your support content into a useful knowledge base.
Give ownership to the agents:
When it comes to providing an exceptional customer service, businesses need to know that in order to satisfy the customers they need to satisfy the employees first. In other words, the support agents need to be given ownership. It can be done in any form like allowing them to make decisions or being responsible for a task.
Provide the right tools:
This is yet another way of automating customer service and increasing the agents’ productivity. Providing the right tools for gathering customers data, searching the required information, providing the best possible solutions etc. can help fasten up the process. Moreover, the customers can receive a speedy resolution to all their problems.
Create accountability:
In the situations where a support ticket is delayed, direct your customer service agents to tell the customers that they may expect an update by a specific time and date. In other words, being transparent to the customers and setting deadlines helps create accountability which further helps increase the productivity of the support team.
Keep the working environment positive:
Being a customer service agent is a tedious task. Dealing with toxic customers every now and then is a part of this job. Support agents often come across infuriated, irritated and rude customers, which may cause burn out in the agents. So, it’s very important to keep them motivated and have a good morale among them.
Incentivize the customer service reps:
This tactic not only boosts the agents’ productivity but also makes them feel valued. IYou can incentivize your customer service reps by offering shift preferences, dine out vouchers, vacation approvals and more. It is a highly efficacious method of recognizing hard work and improving employee morale.
Using all these tactics, businesses can boost the productivity of their support team in an efficacious manner.