Customer service is absolutely a quality that doesn't come naturally to some. It makes it quite a bit harder to teach but i do think it is possible. There are a few important parts in my opinion. Empathy, body language, enthusiasm in what they do or sell, and . I would break that down and work on each individually. Give the employee your time even if you don't have it. Employee should smile when they speak and show that they do care. With that, everything should come out genuine and with enthusiasm. 2 things to live by in customer service "The customer is always right" "Their perception is your reality"

One thing I find helpful is to share my experience and knowledge with my fellow team members. When someone reaches out to me for assistance I make sure that I supply them with answers that will enable them to become successful in their roll as a Customer Care Representative. My motto is to treat the customer how I would like to be treated; this extends to my team and others as well. Sometimes it can be simply listening and offering advice when needed.

Long gone are the days of physically dropping off a business card and hoping someone will call you back to make that connection. Today, it is all about establishing solid relationships and trust, and communication is the most important key. Demonstrate that you love what you do, and in customer service, everyone wins, so it's an enriching experience for both.,

-practice empathy & active listening first: hear them out to understand their emotional struggles that cause discomfort/blockers to discontinue a certain pattern of behaviour or thoughts. -identify and overcome one barrier at a time: is it talk tracks/script/objection handling? Is it a matter of better process/operations: admin bottlenecks that steer their attention away from focusing on the customers’ needs? Do they need to get better at actually understanding/qualifying customer needs? -create consistent feedback loops where you and the team can review certain customer conversations together and work on improvements. Meaning regular touchpoints with the team and focusing on the wins as much as losses. Practice radical candor.