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Make sure that every customer service rep has good working knowledge of products and services, as well as policies on returns, shipping, etc.This will eliminate any disparate information going out and make sure that your customers are finding the answers they need.Conflict training can prepare your customer service reps for just about anything, and give them the tools to deal with each situation accordingly.
The amazing thing is, it's easy to bring the heat down simply by the tone and words that an agent uses.
They should be human and personal without being reactionary, which can be taught.
Lets face it, it's easy to be unnecessarily rude to a customer service agent because of something out of their control.
A part of the job of a good customer service agent is to find a way to pacify and defuse the situation.
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There are a number of different programs you can implement, so make sure to do your research to find one that fits your companys needs and customer base-size.
So make sure you avoid the bad practices outlined above if you want to provide excellent customer service.
Today I'd like to take a look at what ecommerce companies have gotten wrong in terms of customer service and what we can gain from their mistakes.
While it's important to point out each of these mistakes, I'll also refrain from naming names in this post.
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