Support communication skills should be defined through actions customers can hear. Unclear answers and incomplete handoffs create repeat contacts and make customers explain their issue again. Product knowledge remains important, but agents also need to listen, explain clearly, acknowledge concerns, take ownership, and manage tension.
Scripts support consistent wording, while knowledge resources support accuracy. Rehearsal helps agents adapt those resources to a customer's actual situation. Choose a recurring interaction, identify one behavior, practice it, review the response, and try again. Managers can then listen for that behavior in daily work, such as summarizing the issue before answering or confirming who owns the next step.