What do you do if your customer service skills are lacking in the digital age?

If your customer service skills are lacking in the digital age, invest time in learning about digital communication tools, online customer service platforms, and social media etiquette. Seek out training courses, online tutorials, and workshops to improve your digital skills. Practice using digital channels for customer interactions and adapt your approach to meet the evolving needs of customers in the digital landscape.

Lo primero sería determinar la deficiencia, puede que se deba a problemas con el uso de las tecnologías para brindar un servicio de calidad de cara al consumidor o bien es más un tema de comunicación interpersonal. En cualquiera de ellos es importante capacitarse en cuanto antes y recibir retroalimentación de personas que ejecuten la actividad y sus resultados sean positivos. Practicar y perfeccionar la escucha activa sumado a las habilidades digitales para manejar las distintas plataformas sin duda lograrán que el servicio al cliente concluya en una experiencia positiva.

I believe that empathy is essential to provide a satisfying customer service, particularly following a bad experience. When a Customer Service Consultant is able to understand, feel and respond to the experience of the customer, they are able to foster a bond with the customer. It also increases customer satisfaction, loyalty and quality of service rendered.

While it can be difficult to convey empathy in the digital age of customer service, it is paramount. The best thing you can do is allow the customer to build trust with you by practicing empathy statements. I have always followed the simple method of "feel, felt, found." Feel: Provide an understanding of what they are going through by simply stating "I understand your feeling of frustration, I am here to help provide a solution." Felt: An additional layer of empathy by providing your own experience, "I have felt the same way when dealing with [insert personal experience], but I am confident we can work through this together." Found: Provide a solution that is balanced in providing for the customer, while keeping in line with business needs.

Customer's feedback is more important and powerful tool to continue of best service of current customers and situation others customer who join with our service or product.

Encouraging and embracing feedback from both customers and agents alike is a powerful tool that should be utilized regularly. Analyzing customer feedback provides valuable insights into areas for improvement, while feedback from agents helps identify training needs and challenges being faced on the frontline. Every piece of feedback, whether positive or negative, presents an opportunity to glean valuable insights and identify areas for enhancement. It is also important to close the feedback loop by communicating with customers and agents about the actions taken in response to their feedback. Demonstrating a commitment to addressing feedback fosters transparency, trust, and loyalty among both customers and agents.

En mi experiencia he podido constatar en distintas ocasiones que muchas veces damos por sentado que el cliente tienen conocimientos solidos en tecnología o lo referente a lo digital, incluso a algunos de ellos hacer una solicitud de está indole puede resultar abrumador y estresante, aquí es donde podemos marcar una gran diferencia al entender que en la era digital los consumidores buscan atención personalizada, rápida y simplificada, teniendo esto como piedra angular junto con la capacitación continua sin duda logrará que nuestras habilidades de servicio al cliente se perfeccionen al máximo.