¿Cómo mejorar la calidad y la eficiencia del servicio al cliente con otros departamentos?

From my experience the worse in how customer support relates to other company departments is the lack of direct communication with some departments. It shows normal that the first line is only able to communicate with the 2nd line, then the 2nd line communicates with others, mainly operations manager, financial departments and so on. This is poor, it takes time and consumes the possibility of swift resolution and responses to customers. It seems most companies follow this structure which shows poor capacity to be independent from given structures. If I were the operations manager I would certainly focus in creating a structure that would enable the fastest possible resolution and response to customers in no more than 24h delay time.

I completely agree that it is very important to understand customer needs to provide excellent customer service, I have seen that the best way to do is ask qualifying questions related to what you are selling and to come to up with those questions with the external and internal team members and thats where effective collaboration plays a vital role. This can be achieved by methods by doing a brainstorming with the team members, use creative gaming ideas or anonymous voting sessions to make sure every department and team member communicate their own ideas without hesitating. On the other hand constant performance watch is required to keep an proper track of customer needs and problems so you can work on it directly.

On the level of a multi-disciplinary projects, if we are not able to work with one another and discuss potential pitfalls. It can often lead to very expensive changes or corrections during the construction phase. Or worse money on the table for both our company or the clients. So often I believe you need individual who have skill to both view and think globally of all parties needs and wants but also ask them for those needs and wants to clearly guide them when they are not familiar with what they are asking for. As sometimes we don’t know what we need but know what we want is abstract.

Client Reviews are important part of any business. Suppose a client after a year of using the goods like the quality and wants one more of it in future. They'll keep that in mind for time being. But, eventually might forget on the course of business. Client review generates free business for any of the cases. Follow-ups and requirements, changes on the product. Maybe upgrade on the product.

Communication is Key! It is always good to understand various sections within a particular organization. Knowing certain details and the other processes will enable a customer satisfaction.

Communication is always the key. Return calls, texts, or emails as quickly as possible. Our guideline is within an hour. Even if you do not have an answer for them yet let them know their message was received and is being worked on

Communicating promptly and clearly with someone is the first step of building trust with them. Establishing that you are able to communicate responsively and transparently reflects your interest in working with them, not against them. Once this is conveyed to either a customer or other departments, it lessens the chance for misunderstandings to occur. I have found most issues related to customer service stem from the lack of this dynamic.

I’m not that great at communicating and I have never been good at putting my thoughts and concerns out in clear ways for other stakeholders to understand the problems or advantages. This has lead me to see and realize that the two extremes of not having enough detail or having an excessive amount can have a negative impact too. The good news is that there are resources available if you can take the time to learn and practice those word smithing skills. In my opinion your already ahead of others who have not tried or are naturals already, if your making the effort, cause practice will beat talent with time.

Listening well and asking questions is the key to effective communication. It is much easier to connect authentically and genuinely if we can understand someone else's perspective.

Communication is Key!! I always tell people to have a successful team you must be able to Communicate!! It has allowed me to be good at what I do.

A favorite idiom I've heard at work is "death by meeting." Collaboration and coordination are important, but unnecessary meetings can be a huge time killer and cause friction between team members. Before you block some time on someone else's calendar, ask yourself these questions: 1.) Can I get the information I need from an email? 2.) Who really needs to be in this meeting? 3.) A meeting might be quicker and more convenient for me, but what about the other attendees? Basically, be respectful of others' time and exhaust all other options before scheduling a meeting.

I have two rules for collaboration: - come prepared - respect their time and knowledge Thoroughly research the topic you are presenting them with. Provide them with all the details you know and let the other party understand what you're trying to achieve by asking for their help. The worst thing you can do is to approach with intent to collaborate, but instead expect someone to solve the problem for you when you show up empty-handed. This is a collaboration killer.

The beauty of collaboration and coordination can be felt when many different departments work together to contribute to the end goal of customer service. I did not fully understand this until I had the chance to work with different departments within my organization. When we had a chance to sit down together and talk about how we each saw our roles contribute to the quality of customer service both at the time and where we wanted it to, we discovered an even clearer picture of how to achieve that. After that, we could collaborate on projects and give feedback to each other throughout the enterprise. It made work so much more enjoyable and I could leave each day feeling like we had accomplished more than without that collaborative effort.

📣Great communication is the cornerstone of any successful team, especially in customer service! 👥 As a manager, I've discovered the secret to improving internal communication. The answer - regular team meetings and open dialogue! 🗣 By setting Specific, Measurable, Achievable, Relevant, and Time-based goals, communication becomes clear and efficient. 🎯 So let's ditch misunderstandings and boost team morale with SMART communication strategies! 💡 Remember, a team that communicates well, performs well. 🏆

Collaboration is critical in every business environment, especially in SCRUM environments. Continuous collaboration fosters a creative and positive work environment while ensuring efficiency, especially with remote work. Collaboration comes in many different forms, such as team collaboration, internal and external collaborations, and even community collaborations. This can take the form of brick-and-mortar and remote meetings, to shared documents and worksheets. In this example, we're going to look at team collaboration. In my experience, one of the best ways to ensure communication and efficiency is to have weekly meetings to discuss productivity and areas of improvement. You can take this approach by referencing the Six Sigma GROW model.

I am 100% for this, but my experience with this has been plagued by those that don’t see a value, or are not willing to change their ways as it feels slower, and the best excuse was, “We don’t have time to learn new things we have too much work!” Now I just automate stuff for me and I document it. If I am asked to I share, I will. I will emphasize it is one thing when someone high up says they want to automate stuff, it is another when you have to scale it out to all.

Automation is essential when attempting to streamline and improve customer service quality and efficiency. Some may be resistant to the new changes, so make your case! I find it easiest to do this with visual aids that outline the workflow and highlight the speed bumps slowing down the team. If you're still met with resistance, create a guidance document or training video that makes it easier for your team to pick up the new process.

When I look at streamlining and automating processes, I can reference multiple points, two of which are: What are our internal SOPs, and what is our customer journey? While technical automation of processes is vitally important to ensure efficiency, we also need to design and implement SOPs to aid both automated and non-automated processes. SOPs, or Standard Operating Procedures allow us to streamline procedures regardless of one's department or position within the organization. This is where feedback from other departments and customers is vital to ensure that the SOP is practical. As technology advances, the ability to standardize automation will become much easier and this is why we always need to evaluate what to automate.

It’s essential to go through a period of learning at specified intervals—whether weekly, monthly, quarterly etc. When you meet with your team during these calibration periods, champion customer service successes and outline challenges. Study the metrics in your business unit and look for trends. Communicate openly with your team as to what worked and what didn’t and accept feedback on what processes can be streamlined. In this way, your business moves forward; and you and your team are best placed to serve your customer. Regular calibration huddles are excellent for learning and building back focus on the right things!

Innovation is almost impossible when your customer service team is tied up with customers all day. Encouraging your customer service team to dedicate a few hours a week to focus on other activities that help them improve their knowledge or skills can also give them the space to think outside the box and come up with more creative solutions.

Here is how I see CS quality: - The company NEEDS an identity with values and stick to it - The customers have to be identified (language used, habits, age, etc) - Communication should be transparent (bug reports, feedbacks, new process, internal news, company news, team meetings) - Information should be available at any time (blog, KB, email, video, etc) - "The right person for the right expertise": this is why the company should take great care of the hiring process Let's take LVMH with a strong identity. If you are employed for any company from LVMH, you will automatically know the type of service to provide to the customers. Identity is very difficult to build and even more to maintain, but it is the starting point for CS quality.

Staying organized as an executive in customer service involves a few key strategies: 1. **Prioritization**: Identify and prioritize tasks based on urgency and impact on customer satisfaction. 2. **Time Management**: Use tools like calendars, task lists, and reminders to manage your time effectively. 3. **Communication**: Ensure clear and timely communication with your team and customers to avoid misunderstandings. 4. **Data Management**: Keep track of customer data and insights to make informed decisions and improve service delivery. 5. **Feedback Loop**: Establish a feedback loop to continuously improve processes and address customer concerns promptly. Would you like more detailed advice on any of these points?

Improving customer service quality and efficiency requires collaboration and effective communication between departments. By fostering a customer-centric culture, establishing clear communication channels, sharing customer insights, providing comprehensive training, collaborating on process improvement, and encouraging feedback, organizations can enhance customer service and deliver a seamless and exceptional customer experience.

In lending a further perspective to the Customer Service process utilizing an open question approach with the customer works well - jot down who, what, when, where and why on any call or issue. This builds a greater level of understanding and experience with company policies and procedures. For instance, in resolving complaints the “who” involves the various stakeholders holders, “e.g., finance, fulfillment, team leads.” Customer Focused is the reason we are all here. Issues of any type slow down company progress. Using the above notes and actively communicating is a sure fire way to a quick resolution. CSR’s should avail themselves of all approaches, but being socially responsible and engaged wins the day for the company every time.