Customer support staff should know everything and all the going ons about the business?

[King Belieal]

Have you ever reached out to a customer support of an organisation and they seem not to be aware of the program or initiative that the company is taking? You would just be amazed and have to explain that program to them and in a bid to save face, they would tell you they would reach out to you soon.

Customer support staff should be trained on whatever program the business is undertaking and even they should be able to handle technical stuff about the business so as to render effective support to the customers.

 

[eLdavis]

Yes I have seen cases like this, this usually happens when the company or brand does not take out time to train their staffs in the customer care department.

 

[magnus2022]

It is very important that customer care service staffs should be properly trained to know all the vital and fundamental questions pertaining to the customer-company related issues. A customer care staff should know about queries or likely questions a customer should ask.

 

[Stardom22]

l agree with that in my own opinion. For the sake of the customer satisfaction, the customers representative should be fully equipped with the right knowledge and everything about the company as a whole.

 

[freelancermaria]

During my communication with customer service, I found out that the representative was not familiar with the ongoing promotion. Despite me asking some questions, she was unable to provide any answers.

 

[Tray59]

You need to know that in any business that you operate your customers need to be treated wisely and customer service is the one responsible for this so I think customers service need to be aware of this so they can know how to handle your business they should be aware of what is going on in your business

 

[King Belieal]

During my communication with customer service, I found out that the representative was not familiar with the ongoing promotion. Despite me asking some questions, she was unable to provide any answers.

This can actually be too embarrassing for you and the customer support person. Some of them are even informed about those promotions but they don't even pay attention to get details or try to study about it.

 

[Suba]

This is how a customer support staff should understand what is happening in their company and the ongoing programs to reach this level, it takes at least two years.

 

[Kross]

So who would we blame for a customer service staff not knowing what is happening in the business. Is it the company or the customers support staff? I think it is the company that is supposed to brief the customer support staff.

 

[arunima25]

We all would have faced that situation at some point of time. And that can be really annoying. We are expecting answers frok the customer support staff and it can be frustrating when they fumble over it or are not very clear about it. Customer support staffs are interface between the consumers and the business. They play a vital role and should be well versed abd updated with all the recent developments in the business. But then it's not always humanly possible to be on top of everything.

 

[Augusta]

Yes, they need to be the eyes and the ears of the business or workplace. They should be privy to information that can help run the business

 

[arunima25]

I think that most businesses do a good job of training their customer support staff and keeping them updated with the latest in the business. But then it's also human individual efficiency that matters. Some staffs are quicker to learn and execute. And at times, some lapses do happen. Businesses have to be on their toes to work on these shortcomings.

 

[Fidelia]

I think that most businesses do a good job of training their customer support staff and keeping them updated with the latest in the business. But then it's also human individual efficiency that matters. Some staffs are quicker to learn and execute. And at times, some lapses do happen. Businesses have to be on their toes to work on these shortcomings.

That's why the position of a customer support staff is not what you just pick anyone and give. It is what you have to be strategic about filling. You don't fill it with just anyone.