Avoiding Discouragement

Eighty percent of customer service calls are complaints. Listening to complaints day after day can be discouraging. You must hire the right kind of person to handle these calls; it must be someone who can maintain a professional attitude and stay upbeat. Ongoing or regular customer service training can help your employees stay motivated and alleviate stress.

Your customer service representatives probably know your products and services better than any other employees in the company. Customer service can be more than just a tool for retaining customers. You can also train your service staff in cross-selling. With the knowledge they already have, they could benefit from training in sales basics, and you could benefit by turning your customer service department into another source of revenue.
 

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