Should you train your customer service representatives or just hire caring, empathetic staff with excellent communication skills? What a question! My answer is YES. I agree that it would be preferable to hire people into the customer service organization with empathy, patience and excellent communication skills but that is not enough. You need to train your staff about your company, your policies, your tools and your processes.

Google+ is a new social media initiative started by Google and somewhat in competition with Facebook. While Google+ isn’t rolled out everywhere, due to its popularity, there are some studies of the new features assessments of how they could be used or impact Customer Service. Specific features such as Circles, Hangouts, Instant upload, and Huddle, are explained. Customer Service organizations will need to learn about the new features and how they might impact them or be used productively.

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