How to Find Your Customer Support Dream Team
Crafting the right customer service team for your company and giving them what they need to thrive in an often high-stress, high-turnover environment is critical for your brand. Your agents share an important role in shaping and maintaining a positive public perception of your company and its products and services. As a result, it’s essential to take special care in selecting, focusing, and supporting these invaluable members of your team.
The impact of good (and bad) service
Before you dive into the hunt for your dream agents, consider the powerful impact a well-selected team can have on the customer experience. A survey conducted by Dimensional Research found that well over half of respondents purchased more from companies they had a positive customer service experience with, and a slightly larger percentage stopped buying from a company after a bad experience.
Social media and peer-to-peer communication plays an equally important role in affecting a company’s image as well. 95 percent of respondents in the survey reported sharing their negative experiences with their peers, though 87 percent also spread the word after positive customer service interactions. 69 percent of respondents say a good customer service experience helped resolve their problem more quickly.
How customers feel after an interaction with your support team can potentially make or break your image, and every customer interaction provides an opportunity to build greater loyalty for your brand. Even unhappy customers reaching out with a problem or complaint can be turned around, leaving them with a positive experience and transforming them into long-time patrons.
That’s why it’s in your best interest to handpick your agents carefully.
The value of finding the right hires
Customer service isn’t easy, and you don’t want to hire just anyone for this role. It takes the right person to tackle the daily challenges of keeping customers happy, dealing with occasionally difficult people, and staying recharged and upbeat each day. The good news is that even if you’re struggling to find the right local candidates to fit the bill, you can always expand your search online and tap into a broader market to find the perfect people for your team.
To help you get started, here are a few questions you should consider before you look for possible candidates:
- What’s my company’s mission statement, and how can my support team help further that mission in meaningful ways?
- What’s my average customer like, what are their day-to-day challenges, and how can we make their lives better or easier through our support efforts?
- What service channels do I want to provide to my customers? Email only? Online chat, phone, and social? All of them?
- Do I want to provide 24/7 support or only offer support during business hours?
- Who do I want representing my company, and what types of individuals are a good fit for our mission?
- How do I want my reps to address customers, and should they follow a script or interact more naturally?
- What tools are needed to provide optimal Go to the full article.