There’s nothing more terrifying than giving a speech in front of a live audience—except maybe improvising live customer support. That’s why Aircall and MaestroQA gathered a crew of customer Mexico Phone Number support leaders Mexico Phone Number to learn how they train their teams to handle in-the-moment pressure. Elena Micich, Director of Operations at Attune, also finds value in immersive training and low-stakes experiments.Failure is tuition,” Elena told the audience. “We all fail, but we take that and use it as an opportunity to learn, document what works, and then use that information in the future.”
Make room for Mexico Phone Number mistakes
How do you train agents you can trust Mexico Phone Number to handle tough situations? Start small. Colleen Ruggiero, Director of Client Support at Yext, relies on a two-week intensive program. Their rigorous new hire onboarding involves a full immersion into the company culture– learning from peers, conversations with colleagues, and of course training resources to help them learn the ropes. It’s important that we’re Mexico Phone Number giving people an opportunity to mess up in a safe space until they’re confident enough to go out on their own,” Colleen noted. After a few days, it’s time to start introducing the new agents to simulated situations. Test tickets and fake phone calls are the next steps before having real customer interactions.
The strongest customer support teams Mexico Phone Number understand that consistent success is rarely the result of outstanding solo performances. Contributions big and small come from every corner of their companies. Yext also sees the importance of this collaborative spirit, making sure their sales and marketing teams understand the limitations of the product and avoid giving customers unreasonable expectations.
Emphasize soft skills Mexico Phone Number
Soft skills will make or break your success Mexico Phone Number in customer support. This is why Yext makes sure to constantly train (and re-train) all agents on social subtleties. We place a very heavy emphasis on soft skills and de-escalation training,” Colleen explained. “Even if you don’t have the answer, soft skills will help you navigate complex client interactions. This reminded Caroline Nolan, CX Manager at Brooklinen Mexico Phone Number, of a situation recently faced by her team. One of her agents had customers who kept calling back or were unhappy. However, this agent also had the fastest response and resolution times at the company. Something didn’t fit. After looking into this, Caroline found out that while the agent thought the problem was solved. However, the customers did not always feel the same way. That was a teaching moment.
We immediately implemented a new policy Mexico Phone Number after that. Now, unless someone thanks you and states that you’ve helped. However, them solve their problem, you can’t move on to a new ticket,” Caroline said. Taking the time to learn what your customers need, from what they’re saying– as well as by reading between the lines– is key to having a solid foundation when it comes to handling live situations.