Stella Connect
JANUARY 4, 2022
When planning your 1:1s, keep in mind that your agent may have had a few difficult customer interactions lately and adjust your feedback delivery accordingly. If more than a few agents are struggling in a particular area of service (product knowledge, for example), schedule a group customer service training session to address the topic.
Stella Connect
APRIL 17, 2018
During the session, it’s fine to remind agents of brand guidelines. Salesforce’s recommended training priorities for customer service staff include product knowledge, effective communication, patience, efficiency (proficiency with tech stack, anticipating likely customer questions, etc.), Keep your coaching session simple.
Stella Connect
APRIL 17, 2018
During the session, it’s fine to remind agents of brand guidelines. Salesforce’s recommended training priorities for customer service staff include product knowledge, effective communication, patience, efficiency (proficiency with tech stack, anticipating likely customer questions, etc.), Keep it simple. Put things in context.
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