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How to coach employees about better customer service

Updated: May 12

Regardless of your exact circumstances, there are always opportunities for improvement. Giving your workforce the tools, resources, and inspiration to deliver exceptional customer service is a sure-fire strategy to help keep your clients happy and loyal.

What can you do to coach employees to provide the kind of service that wows clients? Here are eight tips to guide you.



Hire problem-solvers

Good customer service is essentially good problem-solving. If you want to deliver good customer service, you need to hire people who are interested in helping others and who enjoy solving problems.

Make sure your job description and interview questions focus on characteristics associated with good customer service and critical thinking. Look for candidates who communicate and listen well, who manage their time well, and who demonstrate empathy, attentiveness and patience. They should also have the ability and interest needed to learn about your product or service.

Your company may be able to dramatically improve its customer service ratings simply by hiring with these skills in mind.


Empower employees to solve problems on their own

Hiring problem-solvers do you no good if you don’t empower them to actually solve the problems that come their way.

Every company has rules but beware of creating such a rigid structure that your employees can’t deliver good service. Whenever possible, give your customer service representatives (CSR) the leeway to solve a customer’s problem within the guidelines you’ve created. Empower them with t