Have you ever called customer support only to speak with someone who can't seem to figure out how to help you? Or, they seem oblivious to your level of frustration? The interaction not only makes you mad at the agent, it may taint your view of the company.
As a customer service agent, you are an important line of defense in the fight for customer loyalty. Customers not only look to you to solve their problems, they want to know there is a person on the other side who is listening and understands their needs. Companies recognize your value: 78% of agents say their company views them as brand ambassadors. Yet, over half (55%) of agents say they need better training to do their jobs.
Think of customer service skills as the intersection of knowledge and ability. To meet expectations today, what are the skills every customer service representative needs?