Experience, they say, is the best teacher. For all the lessons we’ve learned in school or even at work, nothing beats experiencing something firsthand to get an idea of what it’s really like. You’ll never know what it feels like to go bungee jumping until you try it, they say.
While this example may be too extreme for most folks, that same “experience is the best teacher” principle maybe a key factor for a lot of agents engaged in the call center industry. How?
There are companies, for instance, that now employ customers as part-time customer service agents. The logic behind it is allowing these customers to share their own experiences, help others figure out the bugs, and earn a few bucks while they’re at it.
This is especially helpful when performing troubleshooting or simply getting to know a product. Because who would know the product better than someone who’s tried it, right?
If you’re not keen on this strategy, take heart. While the aforementioned tactic may prove useful to many businesses, you can try your own approach. Allow your agents to use the products. As long as you’re not selling a cream that makes people grow a third eye, then there shouldn’t be any problem.
If this still isn’t possible, the least you can do is thoroughly orient them about the product or service. In the end, experience, no matter how little, is still the best teacher. And probably the best customer service call center agent as well.