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Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Quality customer service will not only impress new customers but will also be a key motivator in their decision to stick around for the long term. This means that training customer service reps on how to do their job efficiently and with quality and positivity in mind is an important task that leaders shouldn’t take lightly.
As business leaders themselves, the members of Rolling Stone Culture Council know what it takes to provide great customer service. Below, they each detail one area they believe more customer service teams should be trained on in order to be successful and the impact that has on a company’s bottom line.
Proactive Engagement
Customer service teams should be trained in proactive engagement. This means solving problems and identifying upsell opportunities to add value. In SaaS and tech, this approach can drive new revenue and strengthen customer relationships, which is crucial for efficient growth. Every interaction becomes a potential sales opportunity, boosting both revenue and customer loyalty. – Joshua Adragna, Edge
Listening to Understand
Listening is not just about what the customer is articulating, but also what they are implying. Inexperienced customer agents try to push common canned solutions without trying to understand the customer’s problem first. This can lead to unresolved issues and unfavorable customer impressions. – Zain Jaffer, Zain Jaffer Foundation
Empathy
Empathy is a key attribute for your team. It shows their desire to understand the needs being addressed and indicates a spirit of cooperation. This helps build a trust framework that engages and energizes the team to efficiently deliver a product or service that solves a customer’s problem. – Michael Klein, Sunset Amusements
Compassion
Compassion should be a core principle in customer service training. Understanding and addressing customer emotions fosters trust, leading to positive experiences and loyalty. When customers feel heard and valued, it enhances brand reputation and drives repeat business, ultimately boosting the company’s success and growth. – Kelley Swing, Head Case Hair Studio
The Rolling Stone Culture Council is an invitation-only community for Influencers, Innovators and Creatives. Do I qualify?
‘Overmanaging’ the Customer Experience
“Overmanaging” the customer experience is a brilliant concept the Disney Institute teaches about paying more attention to details others overlook or disregard. By paying more attention to the experience those we serve have with us, we find empathy, understanding and better outcomes. It’s what separates good from great, even in difficult situations. Overmanage and you’ll elevate positive experiences! – Scott Curran, Beyond Advisers
Personal Greetings
For many years, I oversaw customer service to returning citizens (recently paroled or released prisoners). Few things are as powerful as the personal greeting. Look people in the eye, shake their hand and say, “It’s a pleasure to meet you.” Everyone wants to be treated with respect. When you start here, you define the basis of the relationship as mutual respect and understanding. – Jed Brewer, Good Loud Media
Making Things Right
It doesn’t matter what a company or customer service rep’s idea of right and wrong is — if you don’t pay attention to your customers’ unique needs and concerns, you don’t have a business. Your customer is your business. Period. Customer service teams should be, first and foremost, trained in the ideology of “make things right at all costs.” – Evan Rubinson, Meters Music
Intuitive Listening
Listen more than you talk, and listen to understand how the customer feels rather than to simply hear what they say. Intuitive listening is one of the most powerful yet underused and underdeveloped tools we have to make a difference. Whether solving complex problems or a simple need, your ability to hear the words, sense the emotions and provide anticipatory service will be a difference-maker. – Eileen Valois, Go West Creative
The Right Metrics
Early on, I only measured “time to resolution,” which led reps to hang up quickly to improve numbers, compromising service. Align metrics with true service goals to ensure high-quality customer experiences. Metrics should be comprehensive and adapt over time, like combining “time to resolution” with customer satisfaction scores to offer a more balanced view. – Jessica Billingsley, Sona Capital
