Your agents are bound to make mistakes.
These can range from simple misses such as forgetting the correct opening spiel to big mistakes like a potential act of fraud.
Consequently, giving them support and correcting them in a timely manner will help them develop the right set of skills to succeed in the workplace and be a productive member of your organization.
Here are four effective, handy tips in correcting customer service mistakes of your agents.
Conduct a review
A simple review of the processes can do wonders. During team meetings, take the time to go over workflows and issues that are often encountered on the call and highlight the need to follow established guidelines to avoid customer service mistakes.
Listen to calls
Listening to calls is another opportunity to correct common mistakes and share best practices. You can demonstrate how well the agent managed the conversation as well as point out the things that need to be improved.
In the process, by having your agents listen to an actual call, they can learn to copy good attitudes and prevent any customer service mistakes from happening.
Providing feedback is a chance for you to provide focused mentoring particularly when your agents have committed customer service mistakes that are negatively impacting the organization.
Just one crucial thing to remember: back up your feedback with something concrete. Never let your feedback be generic.
Instead, it needs to be relevant to the agent. This can be done through taking the time listing down the things that they need to work on from listening to their calls, feedback from Quality department, customer surveys, and other sources of information about their performance.
By providing feedback, it is important that you set goals that are to be met with a given timeline. These goals can be simple, such as following the call flow, or serious like avoiding causing aggravation to customers.
Afterwards, follow through the goals by continuously and regularly monitoring performance. Track their progress by listening to their calls and getting feedback from customers.
Then, you can hold another coaching session to discuss how well they are doing at work.
Provide a mentor
You can also tap into the spirit of teamwork through a buddy-up system. For instance, you can pair up a new employee with a seasoned agent as a mentor so that best practices will not only come from you but a member of the team.
In turn, customer service mistakes that a new agent is likely to commit will be prevented through the help of a mentor.
Customer service mistakes are costly for your business, but they are bound to happen.
However, you can lessen their impact or even prevent them from occurring in the first place by providing a great supportive environment in your workplace and consistently building the capabilities of your agents.