Customer Service Tips - Support Desk .pdf

Customer Service Tips Advice to New Agents from your new Team Members The most important aspect to understand is that no matter what, the candidate always comes first! This doesn’t necessarily mean we can fix the issue the candidate is having, for example, a request to reschedule may...

Customer Service Tips Advice to New Agents from your new Team Members The most important aspect to understand is that no matter what, the candidate always comes first! This doesn’t necessarily mean we can fix the issue the candidate is having, for example, a request to reschedule may not be possible due to policies put in place by the client, but what we can do is be empathetic and wish the candidate luck on the exam as well as explain thoroughly the procedure in how the candidate can go about scheduling a new exam if they inquire further. Expect these situations to arise, as they are fairly common. Active Listening is Crucial ALWAYS let the candidate speak about or explain their situation or inquiry completely before offering assistance. This also helps us as customer service agents because it gives us the ability to understand more clearly and formulate a response that directly ties to the candidate’s question or issue. Tone of Voice Believe it or not, the tone is a huge contributing factor to exceptional Quality and Assurance. You as the customer service agent may not realize it all the time, but the candidate does! Empathy Empathizing with the candidate also plays a big role in each call. This can range from a failed exam to family emergencies or medical emergencies. Each call will be different, but as long as you are sharing the feeling that the candidate is having at the current time, you will be meeting the expectations without a doubt. Challenge yourself not to settle on the expectations laid out, but exceed them! Be Patient There will be calls in which candidates are frustrated, unhappy or even downright mad about certain aspects of their journey throughout the testing process. By exuding patience as a customer service agent, not only are you expressing maturity, but also at the same time without even knowing it you are defusing the problem or issue because the calmness you display rubs off on the candidate. If You Don’t Know, Always Ask Use the resources provided if you’re ever in doubt! There is no such thing as a dumb question. Take Coaching and Run with It  Continuous learning is the key to being successful at anything you do. When advice is given, write it down and apply it! Company Confidential Version 2.0 Page 1 of 1 Issue Date: 24 August 2016 Copyright © 2012 Pearson Education, Inc. or its affiliates. All rights reserved. 800 837 8969