Hier erfahren Sie, wie Sie den Kundenservice verbessern können, indem Sie den Mitarbeitern klare und prägnante Anweisungen geben.

As metas precisam gerar percepção clara do resultado gerado em alinhamento ao objetivo da empresa. Defina em conjunto com as equipes, com base em suas experiências e se inspirando em modelos no mercado.

Sadly, customer service these days is horrendous. Employees are either uninformed or distracted. Make sure they are well versed in the products and/or services you provide so they can address clients concerns in an informed manner. It's irritating having to call customer service over and over again because you were given the wrong information. If your customer service reps are working remotely, make sure they have a quiet place to answer calls. Children making noise in the background is unprofessional. If the customer service is department is from another country, make sure they can clearly communicate with your customers to avoid any misunderstandings. This will increase customer satisfaction, improve response time and reduce complaints.

Appreciate Criticism through survey Accepting and appreciating Criticism from customers in any way they come, helps to place the organisation on the right path to achieving the goal for a good customers service.

Em paralelo às metas, é importante desenvolver guias e manuais de treinamento detalhados que abordem os procedimentos padrão e as melhores práticas, incluindo exemplos práticos e estudos de caso que ilustrem situações comuns. Isso fornece uma base sólida de conhecimento para os representantes.

Define goals before you dive into any specifics of how to communicate with your customer’s service team.Have clear specific goals of what you want to archive.Set out the objectives of your customer service department such as improving the time to for response and turn around time for queries.Increasing customer satisfaction and reducing the number of escalated complaints.Representative who understands the ‘why’ tends to stay motivated and deliver.

Clearly outline the objectives and expectations for customer service interactions. This includes defining what constitutes excellent service, response times, resolution procedures, and communication standards.

Detail the prescribed actions, scripts, and resolutions for different scenarios. Establish standard operating procedures (SOPs) for various customer interactions.

Scripts agilizam as rotinas, porém é um alternativa positiva que os scripts traduzam a imagem da empresa e que sejam flexíveis para que as equipes imprimam sua identidade.

Be crystal clear in the support process. What needs to be said, what needs to be done. What questions to ask. What you can say and what you cannot. Go through the process not once but a hundred times in practice on the phone with a peer or your manager. It has to be effortless and seem less. You cannot fumble, you cannot say the wrong thing (within reason). The client is calling for support. Give them a confident and relaxed professional that is there to support them.

What I understand here is that to help everyone in the customer service team be in good synchronization, there should be a well crafted guide that serves as a tool for clarity purpose. Having a guide also helps to increase service quality and professionalism.

Regularly providing training on updates related to new products, services, or policies can help representatives stay current. This reduces the need for escalations and empowers them to resolve issues promptly.

Continuously train representatives on effective communication techniques, product knowledge, problem-solving skills, and company policies. Training should be ongoing to adapt to new challenges and ensure consistency in service quality.

Invertir en formación continua es esencial para mantener altos estándares de servicio al cliente, actualizando a los representantes con la información más reciente y las mejores prácticas. Las sesiones de capacitación periódicas también permiten aclarar dudas y reforzar la importancia de seguir las pautas. Así, garantizas que tu equipo siempre esté preparado para ofrecer un servicio excepcional.

Train regularly as this will help your team members to maintain high standards of customer service.Regular training will keep your team to be informed with the latest product information.This session will help to clarify any misunderstandings and reinforce to adhere to guidelines

Practice practice practice. It has to be smooth and seem less. A little bit of humor helps but don't over due it. Know the company policy and practice all the steps.

Considero que las métricas de rendimiento son un recurso fundamental para encontrar oportunidades de mejora, este recurso debe venir acompañado de una revisión tanto de los asesores como de la estrategia/campaña que se esta tratando, a su vez, creo necesario que la retroalimentación es esencial pudiendo aportar ideas, herramientas o sugerencias de cualquiera de los colaboradores intervinientes y brindando un feedback que genere confianza, y acompañamiento y de ser necesario capacitación.

Totalmente de acuerdo en que supervisar el rendimiento es crucial para garantizar un servicio de calidad. Además, es esencial ofrecer un espacio abierto donde los representantes puedan aclarar dudas y discutir situaciones específicas que pudieran suceder. Esto no solo ayuda a prevenir problemas futuros, sino que también promueve un ambiente donde la mejora continua es prioritaria desde el primer contacto con el cliente.

Get feed back from the end user, your manager, your coworker. Ask for honest feedback. Ask for the brutal truth. It is not you personally that they are giving feedback to but the person in the role that is supporting end users. There is a difference. Don't take the feedback personally. It is about the role.

One of the ways to monitor performance is by setting key performance metrics. This helps to identify area of strengths and weaknesses of team members. By implementing performance metrics and actively monitoring it, you can identify other ways or strategies for team members to improve in the areas they're lagging.

Offer regular feedback sessions to discuss performance, address any issues, and reinforce positive behaviors. Feedback should be constructive, specific, and tied to the defined goals to encourage improvement.

The power of feedback cannot be over emphasized. Every customer service manager that is result oriented must leverage feedback. Feedback is a great tool that helps determine the end result of your goals and objectives. It helps Improve efficiency among team members and as well productively. Feedback should also be a two way channel. As a manager of a team you have to be open to feedbacks from other team members and also team members should be open to feedbacks from their manager as well. This will help foster better accomplishments of set goals

Foster an environment for representatives to ask questions and seek clarification. Continuously improve and refine instructions based on input.

Estabelecer um sistema de feedback onde os representantes podem receber comentários construtivos sobre seu desempenho é fundamental. Monitorar chamadas e interações permite identificar áreas de melhoria e oferecer coaching personalizado, o que pode aumentar significativamente a eficácia do atendimento. A implementação de ferramentas de suporte, como sistemas de gestão de conhecimento e softwares de CRM, facilita o acesso a informações relevantes durante o atendimento, permitindo um atendimento mais ágil e personalizado.

La retroalimentación considero que es una herramienta muy útil para ayudar al representante a obtener una crítica constructiva sobre su atención, sabiendo cuáles son sus puntos destacables y en cuáles puede mejorar para brindar una mejor atención.

Quando falamos em adaptar-se, estamos nos referindo a ajustar as estratégias e práticas de atendimento para atender melhor às necessidades e expectativas dos clientes.

Hoy atención al cliente mutó a un ejecutivo de calidad, los asesores somos: La cara de la empresa, la administración, los que sugieren cambios, los que solucionan reclamos y fundamentalmente en medio de estas circunstancias, los que moldeamos la experiencia del cliente. Tener la visión correcta como empresa orientada al cliente es pensar en una experiencia de calidad al momento de ser atendido, ciertamente implicará un cambio de paradigma a la hora de brindar contención y capacitación a los asesores, Asistiendo al cliente interno con una buena experiencia, tendremos mas clientes externos felices.

Use Clear Communication Tools: Equip representatives with tools that facilitate clear communication, such as scripts, FAQs, knowledge bases, and standardized procedures. Ensure these resources are regularly updated and easily accessible. Role Play and Simulations: Conduct role-playing exercises and simulations to practice handling various customer scenarios. This helps representatives become more confident and proficient in applying their training to real-world situations. Monitor Performance: Implement systems to monitor customer interactions, such as call recordings, customer satisfaction surveys, and performance metrics. Use data analytics to identify trends, areas for improvement, and successful practices.

House instructions centrally in a searchable knowledge management system. Enable access to instructions directly within the customer service platform.

Try not to change things at a drop at a hat. Especially midday in the workday tends not to leave a good taste in the peoples mouth.

A habilidade de comunicação eficaz, incluindo escuta ativa, empatia e assertividade, é outro aspecto crucial do treinamento. Isso incentiva a clareza e concisão nas respostas, melhorando a compreensão e satisfação do cliente. Manter os representantes motivados e engajados através de reconhecimento e recompensas pelo bom desempenho também é importante para criar um ambiente de trabalho positivo, onde se sintam valorizados e apoiados.

Buscar la mejora continua implica: aceptar errores desde la dirección hasta la parte ejecutiva, no buscando culpables o soluciones mágico-rápidas. Entender los cambios de rumbo a tiempo y ser humildes, hace a los jefes, lideres a quienes queremos imitar y admirar.