If your customer service staff are unable to solve customer queries, it could be due to a lack of product knowledge or technical expertise. It may not necessarily be attributed to communication skills.
Another reason for their inability to address customers' queries could be instructing them to communicate in English or a specific language. In addition to lacking product knowledge, they might also struggle with fluency in English or the language the customers speak. Therefore, it could be a recruitment issue, and improving employee training may not fully resolve it.
Analyzing Customer Queries
Have you conducted an analysis or categorization of the types of queries received? Do you know which issues customers inquire about most frequently and which are less common? Regardless of the query type, your training program should focus on the sequence of questions customer service personnel need to ask to effectively resolve them.
Thanks,
Dinesh Divekar