What customer service skills will be needed in the future?
While advanced analytics, artificial intelligence, and avatars are definitely on the horizon, in most organizations there will still be a place for thoughtful and competent customer service reps.
(Boonton, NJ, October 29, 2015) There are three bad habits that consultant Jeff Toister sees again and again in customer service centers.
The skills that customer service reps will need in the future range from a better understanding of service technology and systems to an improved ability to engage and connect with customers.
John Goodman, author of Customer Experience 3.0 says that frontline service providers are in a unique position where they must sharpen both their tech skills and their interpersonal skills.
Goodman says that because reps will be handling the simple, basic issues that slip by self-service, as well as the more difficult issues that self-service can’t handle, they are going to have to know a lot more about everything to do with their company’s products and services.
The customer service rep of the future will also have to be much more adept at reading the customer to be able to create emotional connections. After all, you don’t want a customer to get past the self-service element on the website to reach a live rep who has less personality than a computer.
In the November issue of The Customer Communicator, the training and motivation newsletter for frontline reps, Goodman discusses additional skills and areas for self-improvement.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.