1. Active Listening: One thing that is important for you to teach your agents is that listening is more important than talking. Ensure they are taking the time to listen to callers’ needs and concerns.
2. Clear Communication: Your agents should be able to convey the proper information to callers.
3. Persuasive Speaking: There is a fine art to persuasive speaking that includes being confident enough to correctly deliver the information to quickly and efficiently help callers. Your agents will need to balance being persuasive without being too aggressive.
4. Confidence: Being able to speak with confidence comes with thorough training and practice. With all the tools provided, you can give your agents what they need.
5. Ability to Empathize: Empathy is an important trait for any agent to have. Being able to empathize, means not only understanding what a caller needs, but also the know-how to voice their empathy to callers. Using statements like, I’m sorry for your frustrations”, or “I understand how that could be upsetting”. These are ways of not admitting any wrongdoing but letting them know you understand and showing empathy.
6. Positive Attitude: Having a positive attitude helps agents maintain a great rapport with callers. It also helps keep the callers calm and they can remain positive as well.
7. Decision Making: Agents will have to think fast on their feet and make decisions quickly. It’s your company’s job to help empower your agents to have quick and accurate decision making.
8. Self-motivation: Just like you had self-motivation when you started your business, look for agents who are also self-motivated and driven.
9. Leadership Skills: Grow your leadership skills, they will help you grow your company and you will learn what works well to pass those leadership skills onto your agents.

This list of the top 9 customer service soft skills to master provides valuable information for your agents to be the best call center representatives possible. Based on the list in this infographic, you can learn to help your agents provide the best customer support they can.

The Arise® Platform offers a customer service work from home opportunity that makes it easy for anyone to operate their own call center business right from home. It gives you the freedom to be your own boss, set your own hours, and work from the comfort of your own home. Being your own boss means taking charge of your call center, which must include a strong focus on customer service. The tips in this infographic will help your company maintain an excellent repertoire and provide the service that is expected from the Fortune 500 companies your company services when taking inbound customer service calls for your home-based call center business.

Not already registered? Get started today!

Sign up Today!

The post TOP 9 CUSTOMER SERVICE SOFT SKILLS TO MASTER appeared first on Arise Work From Home.

After all, you know the importance of providing enthusiastic, respectful, and empathetic support. Every interaction you have should be positive and memorable. Therefore, it’s critical to be up-to-date on the latest customer service strategies and tricks, from dealing with angry customers to remembering what truly matters when you’re providing support. While you’re at it, check out our newest available opportunities.

Our Top Customer Support Tips for All Service Partners

Approaching customer service support with authenticity and passion will poise you to be a successful agent and a better professional. The first step is to focus on creating a steady, supportive environment that will stand the test of time. In other words, become an expert at providing patient, helpful, and confident customer support. Here are some best practices to keep in mind as you service your client programs.

What Matters the Most in Customer Support?

When you think about customer service skills, what matters the most? Is it a willingness to solve problems? Or perhaps the ability to empathize and actively listen? Spoiler alert! It’s all of the above. Read on to discover the most important customer service skills. Following this list will help you master the art of customer support — and will lead you to change customers’ lives for the better!

Customer Service Needs to Tackle as a Support Agent

Tackling customer service needs takes patience, practice, and dedication. But with the proper guidance, you’ll master the craft in no time! As a Service Partner using the Arise® Platform, we want you to be as successful as possible. That’s why we’re covering the most important customer needs to keep in mind as you offer support. From empathy and acceptance to attention and appreciation, these four strategies will help you deliver the best customer experience possible — which in turn will lead you to even more success on the platform.

Customer Support Tricks for Dealing With an Angry Customer

Dealing with a frustrated caller is inevitable when providing customer support. There may be weeks where it feels like every single one of your customers is angry or upset. Then, there may be days when you won’t encounter a single frustrated caller. However, it’s important to handle each customer interaction with kindness and a sense of calm — even if it’s difficult! Follow these six customer service tricks for dealing with an angry customer.

The post Customer Service Tips: The Ultimate Guide to Providing Excellent Customer Support appeared first on Arise Work From Home.

In fact, dealing with a frustrated caller is inevitable when providing customer support. There may be weeks where it feels like every single one of your customers is angry or upset. Then, there may be days when you won’t encounter a single frustrated caller. No matter what situation you find yourself in as a support agent, it’s important to handle each customer interaction with kindness and a sense of calm — even if it’s difficult!

In other words, your goal as a customer service agent should always be to diffuse a negative situation and quickly turn it into a positive interaction.

Follow these six customer service tricks for dealing with an angry customer.

Repeat Their Concerns

One of the most important aspects of dealing with an angry customer is taking the time to repeat what they’re saying. This shows you understand their concerns and are empathizing with them. The next step is outlining a plan of action to resolve the problem.

Actively Sympathize

In addition to empathy, actively sympathizing with customers can help diffuse their anger or frustration. Saying statements like, “I understand how that can be frustrating” or “I am sorry for the trouble you are having” can go a long way into transforming a negative interaction into a positive situation.

Be Genuine

Next, make sure your agents don’t read from scripts. Acting genuinely is key to creating a positive customer experience. Speak from the heart and forge a connection with the person you are helping.

Remain Calm

If a customer is angry or upset, it’s your responsibility to maintain a sense of calm. Your composed attitude will help instill a sense of calmness in the customer.

Also, remember that it’s important to not take a customer’s anger or frustration personally! You are there to help solve their problem. However, you are not the reason why their problem has happened!

Follow Up

Follow up with customers to ensure their problem has been solved!

Listen

Many frustrated callers just want to be heard. Taking the time to listen will diffuse much of their anger.

Plus, no matter how upset or angry a customer is, you have the power to help the person on the other end of the line and provide valuable solutions. Though it is a big responsibility, the act of turning someone’s day around is one of the most fulfilling feelings — it makes the work of a customer support agent all the more worth it!

Looking for more helpful tips on customer service support? Check out these five tricks to becoming the best customer support agent!

The post Customer Service Tricks for Dealing With an Angry Customer appeared first on Arise Work From Home.

As a Service Partner using the Arise® Platform, we want you to be as successful as possible. That’s why we’re covering the most important customer needs to keep in mind as you offer support. From empathy and acceptance to attention and appreciation, these four strategies will help you deliver the best customer experience possible — which in turn will lead you to even more success on the platform. 

Empathy

One of the most important aspects of providing support is ensuring every customer knows that you understand their problem and will do whatever it takes to create a resolution. When you speak to a customer, it’s critical to create a judgment-free zone, where the customer feels you are fully on their side.

Let each and every customer know that you are actively listening. It also helps if you apologize for any problems or inconveniences, even if the problem is out of your control. Finally, make sure you express how you will resolve the issue or problem they have contacted you about.

Acceptance

Embrace who the customer is and accept them for who they are. Don’t judge or criticize them for feeling or acting frustrated. Try to put yourself in their shoes and accept that they are upset. Then, make the emotional connection, even if your contact with them is a brief, five-minute conversation.

Attention

Customers want to feel they are the center of your attention — and they should be. They want to know you recognize their value, so make sure not to have any background noises or distractions while you are providing customer service support. Also, take time to listen and repeat what their concerns are. This is the easiest way to show you are paying attention.

Appreciation

Make it personal! Ask yourself, “What will prove to the customer that I appreciate their time, attention, and consideration?” Plus, always thank the customer for calling and for being a customer.

Looking for more helpful tips on customer service support? Check out these five tricks to becoming the best customer support agent!

The post Customer Service Needs to Tackle as a Support Agent appeared first on Arise Work From Home.

Spoiler alert! It’s all of the above.

Read on to discover the most important customer service skills. Following this list will help you master the art of customer support — and will lead you to change customers’ lives for the better!

First, check out this percentage breakdown of which customer service skills are most critical according to our recent survey:

• Good communication and listening: 31%
• Friendliness and positive attitude: 18%
• Knowledge and resolving issues: 15%
• Honesty and consistency: 15%
• Personal attention: 12%
• Promptness: 9%

Good Communication and Listening

Customer service is all about strong communication and active listening. Because the person on the other end can’t see you for visual cues, they must impart your sincerity and expertise through verbal communication.

In other words, that means quick responses and attentiveness. It also means showing the customer you are listening by using communication tactics like repeating what the customer is saying and outlining a plan of action for resolution.

Friendliness and Positive Attitude

Conveying your friendliness and positive attitude as a customer service agent is very important! Did you know the person on the other end can tell when you’re smiling?

Plus, when an agent smiles and maintains positivity, the customer will, too, become more positive and happy. After all, you can’t resolve someone’s customer service issue with a negative attitude. Therefore, start each and every interaction with a friendly and positive outlook.

Knowledge and Resolving Issues

Good communication, listening skills, and a positive attitude can’t solve problems alone. They should be accompanied by knowledge of the product or service and your ability to resolve problems.

Even when policies prevent you from outright solving a problem without escalation, you can still outline how an issue will be resolved. Your understanding of the product or service your company is representing will instill confidence and improve satisfaction when the customer believes you know what you are talking about and can provide a resolution.

Honesty and Consistency

Honesty is always the best policy when it comes to customer service. If you’re unsure of an answer, tell the customer instead of providing an answer that may be incorrect. Then, reassure them that you will do everything in your power to create a lasting resolution for their problem.

Personal Attention

There are a few simple tactics you can use to provide each customer with the personal attention they deserve. Remember each customer’s name and repeat it throughout the interaction. Also, pay close attention to their details and don’t generalize their concerns. Every customer wants to feel heard — and it’s your job to make it happen.

Promptness

Every customer wants their problem solved as quickly as possible! Try to be as prompt as possible.

Keep these customer service skills top of mind to ensure you always provide the best support possible! Interesting in learning more must-know strategies? Check out these customer service needs to tackle as a support agent.

The post Customer Service Skills: What Matters the Most in Customer Service? appeared first on Arise Work From Home.

After all, approaching customer service support with authenticity and passion is what will catapult an agent like you into a leading business owner, perhaps even with agents that work for you. 

The first step is to focus on creating a steady, supportive environment that will stand the test of time. In other words, become an expert at providing patient, helpful, and confident customer support.

Here are some best practices to keep in mind as you service your client programs.

Be Friendly

Did you know that even though they can’t see you, customers on the other end of the phone can tell you are smiling? Maintain a positive, enthusiastic attitude through every customer interaction. 

Listen and Be Responsive

Listening is the most important skill you can have on the phone. It allows you to provide an even higher level of customer support because you can understand what the person on the other end is going through. Repeat what customers say to prove you are right there with them and ready to solve their concerns. Then, outline what you are going to do to resolve the customer’s issue and address the reason for their call.

Know Your Product & Service

Stay updated with the latest information, products, and services of the client program you are servicing. As a result, you will be prepared to solve any issue that comes your way.

Ask for Feedback 

When you ask for feedback, not only will you learn what the caller thinks, but you also let them know that you care. It shows you are ready and willing to improve and go the extra mile.

Say Thank You

Everyone likes to be thanked — including customers!

Customer Service Tips for Success

These tips for providing excellent customer service should be an integral part of your customer support arsenal. They will help you always be prepared for any customer service challenge that comes your way.

Looking for new client opportunities? Check out the latest available opportunities here!

The post Customer Service Tips: 5 Ways to Provide Excellent Customer Support appeared first on Arise Work From Home.