5 Ways Customer Service Coaching Will Improve Agent Performance

Your business’s success hinges on customers coming back for more. When customers have a bad experience with your company, they share their experience, and you get a poor reputation. 

Are you struggling to give your clients the experience they deserve and that you want to offer? Then it may be time to bring customer service excellence training to your company culture. Read on to learn how hands-on coaching between managers and agents can transform your business and boost performance to a new level.

1. Problem-Solving Mindset

A stellar work performance lies in the drive to do well. Customer service coaching will challenge employees to take on challenges rather than wait for instruction. 

They’ll start brainstorming solutions the second the phone rings, understanding their role as the caller’s lifeline. Then, they can come from a place of preparation and know-how to handle the toughest calls instead of reactively fumbling for cues. 

2. Emotional Intelligence (EQ)

“I didn’t feel like anyone cared about me.” 

Don’t let this phrase be tied to your company. This is where emotional intelligence (EQ) comes in. A crucial part of EQ is listening and showing you care. This simple concept has proven more important than skill in the workplace. 

When clients communicate with employees with a strong EQ, they rave about how supported they felt and recommend your business to everyone they know. EQ begins with basic gestures. “I’m sorry you are having this problem.” “Let me know if you have any more questions.” Simple phrases that show understanding goes a long way. 

3. Conflict Resolution Plans

Conversations with disgruntled clientele determine whether you’ll have a loyal customer or someone who speaks poorly of your business. Staff must recognise that this is someone in distress. They aren’t looking for a fight. No one enjoys feeling like they are wasting money because their product doesn’t work, then calling for assistance only to receive none. 

The most critical stage of conflict is before it happens. Employees who haven’t been taught de-escalation methods are vulnerable to the instinct to get defensive, which will egg on the customer’s agitation.  But when customers realise they are being taken seriously and something is being done, their attitude will usually soften. 

4. Increase Professionalism

Accusations of being unprofessional are lethal to a company. We’ve all been there — feeling like a bother to someone we are handing money to. Did you feel like doing it again? 

Your team must be taught about positive demeanour in words and expressions, leaving personal problems at the door, upholding their appearance, and being eager to meet their customer’s needs. Customer engagement is a crucial part of your business, and maintaining professionalism is a great way to boost engagement. 

5. Improved Relationships Between Agents and Managers

An agent’s success doesn’t begin and end with themselves. Agents don’t exist in individual bubbles, and excellent customer service comes from healthy company culture and a supportive team. 

Customer service coaching shows agents that managers are there to empower, support, and guide them. Agents will feel more comfortable going to their managers with questions and concerns, and managers can gain more insight into what they can do to help. 

Start Customer Service Coaching Service in Your Business

Customer service doesn’t magically improve without serious, concerted efforts. And without the right company culture, even the best agent will struggle to perform at their best. 

Coaching within the team will hold managers accountable, show agents what’s expected of them, and significantly improve the customer experience. If you’re looking for a way to give your business a boost, look no further than customer service coaching. 

Sophia Anderson

Sophia Anderson is a blogger and a freelance writer. She is passionate about covering topics on money, business, careers, self-improvement, motivation and others. She believes in the driving force of positive attitude and constant development.