At a conference in 1997, Steve Jobs famously said this in response to a provocative question from one of the audience members about the company’s strategy at the time:
You’ve got to start with the customer experience and work back toward the technology – not the other way around.
The 5-step customer service management plan for your business
1. Building a robust and scalable support team
The first step in your journey of establishing customer service management is putting together your very own A-team. There are two parts to this: hiring and training. Let’s take a look at both
Part 1: Hiring the right personnel for the job
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People are your most important resource, especially when it comes to customer service. Here’s what you should look for when hiring service reps:
Social skills
Empathy: We start off with what’s probably the most important quality to look for when hiring a support associate. Empathy is crucial because it makes it easier for your agents to put themselves in the customer’s shoes and handle difficult conversations better.
Patience: Customer service reps are often in high-stress situations, with tight deadlines and high customer expectations. However, presenting a calm, helpful demeanor can diffuse even the hardest situations. Having the patience to listen and respond appropriately to situations is an important skill to possess.