If you’re reading this, chances are you’re grappling with one of these challenges:
- You just stepped into the role of a customer support manager and don’t know where to begin with agent training.
- Your customer support team struggles to meet customer expectations, and you want to improve their performance.
- You want to expand your team and ensure new hires are up to speed with your company’s values.
I completely empathise with your situation because I’ve been in your shoes.
Through trial and error and continuous learning, I’ve transformed these challenges into opportunities.
This has led to a set of best practices that have set new standards for customer support excellence for our team.
This is what you’ll learn in this guide.
Why should you take what I say seriously?
I’ve walked the talk.
This is not some Google-search-based content. It’s years of experience from beginning to end.
In this guide, you’ll learn:
- How to build a customer support training program
- How to onboard customer support agents smoothly
- How to train CS agents for hybrid work
- How to coach underperforming customer support reps
- How to identify and develop top customer support talent
This guide is adapted from an expert section I had with Amandeep Kaur, a member of our pre-sales team. You can watch the video if you don’t feel like reading.
Let’s dive in!
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What are the essential elements of a successful customer support training program?
Let’s talk about what matters when building your customer support dream team. Because here’s the thing, it’s not just about skills.
There are three essential elements I ensure I take care of:
- Product knowledge
- People skills
- Continuous learning
Let me run you through them.
Your team needs to know the ins and outs of your product or service. They must be able to troubleshoot problems, answer questions quickly, and navigate all the technical bits and bobs.
But it doesn’t end there.
Think about it like this. A customer support agent might know your products like the back of their palm. But how valuable will their knowledge be if they can’t stand an impatient customer?
So, beyond teaching our product, we focus on helping them build traits that will help them serve our customers. Traits like honesty, compassion and empathy.
Your agents must connect with customers on a human level, understand their frustrations, and find solutions that leave them feeling heard and valued.
For instance, a customer might come in fuming because their order is late. Sure, you need to know how to track it down. But what truly sets you apart is acknowledging their disappointment and taking steps to make it right.
Rather than starting with procedural questions, acknowledging their frustration can significantly alter the tone of the conversation.
This approach was a game-changer in our training program.
Now, to the last part.
The problem in most CS training plans is assuming learning stops after training ends.
The reality, however, is that customer support is a dynamic field. New issues arise, products evolve, and keeping your team sharp is ongoing.
That’s why I’m a big believer in building a learning culture within the support team. You should, too.
Here’s an idea I’ve found super effective — Everyone a Trainer, Everyone a Trainee.
Let me explain how it works.
Instead of relying on one or two senior reps to train newbies, we empower everyone to share their knowledge.
We break down complex support topics into smaller, more manageable chunks. Then, assign different team members to become mini-experts on those topics and have them train their peers.
Also read: 5 Inspiring Customer Experience Stories That Define Great Service
This way, everyone develops their communication skills, learns new things, and feels valued as part of the team.
It’s a win-win.
What strategies ensure quick and efficient onboarding of new customer support agents?
Onboarding new customer support agents can often feel like navigating through uncharted waters.
Here’s the major challenge I face that you may be battling with — ensuring new team members are prepared without overwhelming them or slowing down the workflow.
But how do you avoid getting bogged down in weeks of training, especially when your team is 100% remote?
There’s a way to create a smooth, efficient process that benefits everyone, and I call it the winning formula.
The winning formula includes two fundamentals, which are:
- Use technology for self-paced learning
- Use the power of a buddy
Let me explain.
Use technology for self-paced learning
Forget the classroom – we’re going self-service.
One strategy that became a game-changer for us is implementing an almost self-service model for onboarding.
Imagine a new agent, eager yet anxious, able to dive into a structured set of training videos, engage with interactive assessments built on Google Forms, and even record practice videos.
This method allows individuals to pace their learning and get immediate feedback from the very work they produce.
The brilliance of video assessments lies in their capacity for self-evaluation.
This means that agents can discern their strengths and areas for improvement without external input. This increases the feeling of autonomy and confidence from the get-go.
Use the power of a buddy
What I’ve learnt in my experience in customer service is that technology alone isn’t the silver bullet. The human element is critical, especially in a 100% remote working environment.
Recognising the unpredictable nature of customer support work, where pressure levels can fluctuate wildly, we introduced a buddy system.
In the buddy system, we pair each new hire with a customer support agent who came before them.
From day one, this buddy becomes their go-to person — from answering questions and offering guidance to providing a friendly face and voice throughout the onboarding process.
What I’ve seen to be the reason the buddy system works is the fact the new customer support agent knows exactly what to do for help.
No confusion.
In a large company, this will help speed up the learning process and feeling of belonging.
These are the two things you can do to onboard new customer support agents faster.
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How do you handle customer escalations with good results?
In custom service, if there’s one truth we can all agree on, it’s that issues never stop coming.
But when faced with these challenges, the real test isn’t the problem itself but how it’s handled.
Your agent’s initial response to customer issues often sets the tone for the customer’s experience.
Let me make that clearer.
How your team handles a problem determines the difference between a crisis and a minor hiccup.
So when one of your agents can’t handle a crisis and escalates it to you, you have a fresh opportunity to turn an exhausted customer into an evangelist.
Here are some battle-tested escalations techniques I’ve seen to work:
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1. Step away from the script and embrace situational expertise
Your first-line customer support reps are the real heroes. They handle the brunt of customer issues day in and day out.
But by the time an issue reaches you, the escalation manager, the stakes are higher.
Here’s what you should know about escalation.
In escalation, your job shifts from simply solving problems to managing the situation.
You see those scripts you rely on for everyday interactions? They might not cut it here.
You need to be a master of emotional intelligence, reading the customer’s frustration and adjusting your approach accordingly.
2. Listen actively
It sounds simple, but truly listening to a customer’s concerns is the most powerful tool in your toolbox.
And it can be very difficult. But you’d get better with every practice.
This is how you listen actively.
Let your customers vent, and while they vent, listen carefully to what they say enough to be able to repeat it to them.
After venting, acknowledge their frustration and show genuine empathy.
People just want to feel heard and understood.
3. Be the voice of reassurance, not just another problem solver
When a customer reaches your level, they might not even care about the specific solution anymore.
What they crave is reassurance.
That’s where you come in.
Become the voice of calm, assuring them the issue is being taken seriously and will be resolved.
4. Think “teamwork makes the dream work”
Let me just come out and say it. Your team is probably amazing. They handle the day-to-day challenges and rarely need your intervention.
But when they do, trust their judgment.
If they haven’t been able to resolve the issue, there’s likely a good reason.
So, use your escalation to investigate further – not undermine their efforts.
5. Remember it’s not about you
Sometimes, you might feel like you’re just another voice echoing the same message. But resist the urge to launch into a long-winded explanation.
Focus on the customer.
Reiterate that you understand their concerns, and assure them you’ll be personally involved in finding a solution.
By mastering these strategies, you can transform yourself from a fire extinguisher to a flame whisperer. De-escalating situations and leaving customers feeling valued and heard.
Because even amid a customer service inferno, a little empathy can go a long way.
How do you train customer support agents to excel in communication?
You might be surprised that some companies don’t formally train their reps in active listening and empathy.
But here’s the thing.
While some of your agents might be naturally gifted communicators, some are not. And everyone can learn and improve.
Here’s how we train communication champions on our team.
1. Learning through imitation and observation
Sure, formal training has its place. But fellow customer reps can be powerful teachers.
We believe that watching and emulating how seasoned colleagues handle tough situations is how you get new hires seasoned.
This is how you teach by showing the following:
- Calm demeanour
- Empathetic response
- Active listening
Here’s how you can do this.
You can record the conversations of your really good customer care agents, diffusing a tense conversation with a customer. Then, share the recording with the entire team.
You can also set up role-playing sections.
A team member plays the role of an angry customer, and another team member acts as the agent. Then, you switch it across the team.
Another way is to get your team members to closely observe an agent while helping a dissatisfied customer.
2. Get buddies to help each other
The challenge we faced in helping our team communicate better was that we’re a remote team. So, close observation was difficult.
However, we’ve found a solution with our buddy system.
The mentor doesn’t just shadow the new employee but engages with them. Also, they discuss challenging calls with them so they help them make the next one better.
3. Empathy and listening
The truth is that some people are naturally more empathetic than others.
That’s precisely why we place a high premium on these traits in our hiring process.
Why do we emphasise this?
We recognise that it may be difficult to teach empathy — you either have it or you don’t. So it’s easier to find people who have it than teach people who don’t.
Do we always get what we want?
You know the answer to that. We don’t.
But by prioritising this quality during hiring, we give ourselves a head start in building a team of communication experts.
What traits are most important for success in customer support?
A colleague once approached me with a proposition you may find strange. I found it thought-provoking when I heard it.
This was the proposition👇.
Prioritise hiring individuals who have faced significant struggles in life.
I know what you must be asking.
Why? Right?
This was her response.
People who have faced significant struggles understand what it feels like to be treated with kindness. And because of that, they know how to extend that same courtesy to others, no matter the situation.
I have to admit, it was a brilliant idea.
What do you think about it?
Empathy and active listening all boil down to the ability to always treat people well. Even on a bad day, even when a customer pushes your buttons.
So, the first trait is genuine empathy.
The second is availability.
As customer support, you’re the first line of defence, the problem solver, and the one customers can count on when all else fails. You can’t do this when you’re offline.
“Going above and beyond” is a common phrase, but for a customer support rep, it’s not a bonus – it’s the baseline expectation.
You’re the one who shows up after hours and figures things out when no one else can.
The third is a genuine concern.
There’s no room for robotic responses here.
“Have a nice day” means nothing if it’s not genuine.
Canned responses are like training wheels – helpful at first but ultimately limiting.
The best reps add their personal touch, injecting their communication with empathy and understanding.
Canned responses scream “lazy” and “uncaring.”
Become a master of clear communication who can take a complex situation and explain it in a way that leaves the recipient feeling informed and appreciated.
And lastly, a clear understanding of what your role is.
So what’s your role, you may ask?
To make life easier for the person on the other end of the line. Whether it’s a colleague, a salesperson, or a customer, your communication should be clear, concise, and helpful.
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How to address underperformance in new customer support agents
Let me show you how I handle underperformance in my team and how you can do the same.
“The art of communication,” as George Bernard Shaw famously quipped, “is the language of leadership.”
You’d agree that addressing underperformance in new customer support agents is delicate. You need to be thoughtful ‘bout how you do it.
Also explore: How to Measure Your Customer Experience? Customer Experience Metrics And Measurement
I’m sure that as a manager, you often find yourself on the receiving end of performance concerns that should have been addressed directly by colleagues.
When concerns are brought to my attention, my first question is whether the feedback has been shared with the person in question.
Why? You ask.
I encourage open communication within the team. If someone has feedback for a new agent, I urge them to deliver it directly first.
Not only does this give the agent a chance to learn and improve, it fosters a culture of open communication and builds trust.
Imagine a scenario where the agent doesn’t know they’re underperforming because no one’s spoken up. Then, suddenly, the manager intervenes.
Awkward, right?
Direct communication builds bridges, not walls.
Another approach I encourage in my team is what I call expanding horizons beyond the single incident.
Here’s what I mean by this.
Instead of focusing solely on the issue at hand, I present the agent with a few scenarios to test their skills.
This gives me a complete picture of their capabilities and helps identify areas where they excel, not just struggle.
Maybe they crushed the technical troubleshooting aspect of a previous interaction, but their communication skills need some work.
By providing a variety of situations, we can create a plan to help our agents build on their strengths and address their weaknesses.
After all, one bad interaction doesn’t define an agent, and a little support goes a long way.
Final thoughts
We’ve talked about building a stellar customer support team. We’ve explored training strategies, communication tactics, and even the best ways to address challenges.
But here’s the thing. Customer support isn’t just about fixing problems and answering questions.
It’s about building relationships.
It’s about turning frustrated customers into loyal fans. It’s about being your company’s friendly face (or voice) who leaves a lasting impression.
Customer support agents are the unsung heroes, the frontline fighters who ensure a company’s reputation thrives.
So, the next time you think about customer support, remember it’s not just a department. It’s a force.
If you’re serious about building relationships and conversational experiences that make your customers happy on WhatsApp and other social channels, then you must check out TelebuSocial, our omnichannel business communication solution.
