“Plans are worthless, but planning is everything.” – President Dwight D. Eisenhower.
If your team is properly trained and faces all customer service challenges efficiently without any confusions and rudeness then your business will boost and the number of loyal customers will increase. However, if there is any room left to confusion, ignorance, fear and mistakes, then your customer service team is not as brilliant and well trained as it should be.
There are common situations when your customer service agents can be taken aback and lose control of themselves or the situation. In this blog article I would like to highlight some challenges your customer service team may face and give some recommendations on how to handle them efficiently and gain control over the situation.