Good customer support skills have to be built on a proper foundation, which is one reason it’s essential that your help desk customer support agents be aware of the most important soft skills they need in their professional arsenal. We’re here to provide you and your agents with the six most essential soft skills that should be put to good use.
If your customer support agents aren’t confident in themselves, how can they gain the confidence of your customers? With self-confidence, your agents are always in control of the situation no matter how dire that situation might seem or how difficult a customer might be. Before you teach your agents anything else, make sure you teach them self-confidence. Give them the tools they need to build a house of success.
No matter how hard you try to do your best, there are some clients and customers who try to do their worst. Your customer support agents have to learn how to persevere and remain resilient no matter how poorly clients and customers might be treating them. They never know if their next interaction will be great enough to turn their entire day around. As long as agents are doing their best, what more can you ask for?
Proper communication is essential when it comes to customer support. Not only should your agents make themselves plainly understood by everyone they interact with, they should make sure they fully understand others. Good communication transcends words and spreads to our gestures, tone and body language. Ensure your agents know how to clearly and succinctly deliver their messages to customers and to each other.
Patience is the flipside of resilience. Where resilience is more of a reaction, patience is an action, one that must be practiced with diligence. A support agent might be engaged in an online chat on your cloud help desk and have no idea of what can be done to adequately solve a problem and please a customer. Rather than doing anything and everything possible to end the chat, your agents should use patience to truly reach the core of the problem to unravel what it is that the customer or client truly desires. You have to remember that your clients and customers might not understand the full scope of your company’s capabilities, which means that sometime even they don’t know what it is they’re truly asking for.
5. Be Part of the Team
While your support agents have their individual strengths and weaknesses, they need to understand they’re only as strong or weak as the rest of their team. Everyone needs to pull together and focus on the common company goal to truly achieve success. Your agents should also be willing to listen to each other, share with each other and learn from each other.
Humor is one of the greatest soft skills you can have, and one that many often forget about. Humor can turn a bad day around and make a good day even better. Inject some humor into your training and let your agents know it’s alright to have a sense of humor with customers and clients. Humor is also a great way to show your company is built with the help of humans and not robots.
How many of these essential soft skills do your agents currently possess? For more expert tips, don’t hesitate to reach out to the help desk gurus at Cayzu.