Therefore, whenever it comes to upgrading your online customer service, do consider the fact whether you have selected the right support agents with the following basic skills.
Are they Good Listener?
For few, it is something not to be noticed while selecting CSRs, but keep in mind that your service agents cannot deliver quality online support until they do not listen to customers carefully. Careful listening also develops an image that you give value to your customers’ queries and concerns.
Do your CSRs have Strong Communication Skills?
There is no point for your CSRs being knowledgably and active, if they do not have clear communication skills to convey their points to the customers. In whatever language, your service agents are providing the web-based support to your clients; they should avoid grammatical and spelling mistakes. Moreover, they should know the proper usage of emoticons so that the customers could understand their message in the exact context.
Are they Active Enough?
Ease of purchasing and immediacy of online customer support are the biggest motivators to compel customers to shop online. However, if your service agent are not active enough to provide a timely service online, they might miss a sale because the modern-day customers do not like to be put on long holds.
Good Memory
CSRs have to remember and maintain several things at one time; therefore, they need to have a good memory so that they could easily recall their previous customer experience with a particular customer. Moreover, to maintain the overall customer service tasks, you need to have a good memory.
Do they have a Calm Temperament?
Serving online or in a typical brick and mortar store, your CSRs are likely to come across different customers with different backgrounds and temperaments. Your CSRs should be polite enough so that they may not overreact, while handing tough customers.