Get ready to write! Customers will increasingly type, not call, in the coming years.
- 43% will use more email
- 31% will use more online tools, and
- 19% will chat more.
Get ready now
To get ready for the increase in written communication, front-line service and sales reps will need to be more proficient at reading and writing, says Leslie O’Flahavan, E-WRITE principal and author of Clear, Correct, Concise Email: A Writing Workbook for Customer Service Agents.Here are seven skills you’ll want your training to address so front-line reps can handle the rising demand.
1. Critical reading
2. Time management
3. Effective questioning
4. Empathy
5. Humility
6. Adaptability
7. Grammar and spelling
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