![]() ![]() ![]() Great customer support reps usually come with good listening skills. ![]() If you are interested in learning more about bringing your First Response Times down, read how Freshdesk decreased FRT from nearly eight hours to 58 minutes. It’s up to you, the customer service specialist, to know it and manage their expectations. Customers cannot know how much time it could take to handle their requests. It’s OK to tell customers that the solution will take some time and that you will contact them once it is ready. There is no point in letting anyone wait for a fix that you know will not arrive within the next hours or even days. This simple thing will already go a long way in keeping customers satisfied.Īlso, let your customer know when you will get back to them with a full solution. Even if you cannot give a full solution with the first reply, reassure the customer that you are working on it. Customers love fast first responses, so this is the easiest way you can deliver happiness.Īs soon as you see a new ticket come in, let the customer know that their request has been noted. If customer satisfaction is one of your goals, then First Response Time is definitely a metric to set your sight on. The happier your customers are, the better you have performed. Now we’re focusing on the activities that will help you be a top performer in customer service.Ī great proportion of success in customer service is defined by customer satisfaction. We’ve written about why some people find working at customer support stressful and how to avoid agent burnout. View this neat infographic or continue reading. There’s a lot we can all learn from them. There are certain habits that successful customer service agents do to be good at their job. However, in most cases, success has little to do with the qualities you were born with. It could very well be that there are innate qualities that make it easier for some people to succeed in this field. Some find working at customer support stressful, while others have cracked the tricks to scoring high in every customer interaction. ![]()
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