Quels sont les indicateurs clés d’un excellent service client dans votre secteur ?

Do what you say you're going to do. This can be as simple as telling a customer you will call them back to give them an update, make sure you call them back. Honesty goes a long way, if you or the company made a mistake, own it, apologize and make the situation right.

In my practice, I use myself as an example. What would I expect? When I am the customer how do I want to be communicated with? How long would I be willing to wait before I lose interest ? I find if I put myself in the role of the customer, it’s very easy to establish acceptable guidelines for my company.

Displaying great customer service is about having enthusiasm towards assisting the customer needs. Having a sense of urgency is extremely vital as well. What I learned about customers over the years is that they will give a chance if there's an error. However, you must show respect and empathy.

Embora existam os chamados indicadores de desempenho universais você precisa analisar o indicador que faz sentido para a sua empresa, seu objetivo estratégico, seu mercado de atuação e seu ICP (perfil ideal de cliente).

Communication should be clear and well understood as it’s the main character of customer service.It’s important that the time must not use jargon words when communicating.Good communication includes active listening to understand customers needs.

Clear communication is key in automotive repair. We explain what your vehicle needs, why it’s important, and how it benefits you, so you can make informed decisions. We provide detailed estimates that break down all costs upfront. If we discover new issues, we notify you immediately, explain the problem, and discuss how it affects the initial estimate. We believe in having open discussions about unexpected issues, offering professional recommendations while letting you decide how to proceed. This approach builds trust and ensures our customers feel confident and satisfied with our service.

Comunicação é o desafio universal do século, e ainda encontra-se muita dificuldade em entenderem e atuarem nisso. De forma rápida analise: como suas equipes, de todas as áreas e hierarquias da empresa, esperam promover um excelente atendimento se dentro da empresa a comunicação não acontece de forma clara, simples, objetiva, intencional, específica e aberta?

Clear communication is crucial in delivering exceptional customer service. It begins with actively listening to the customer to fully understand their needs and concerns. By guiding the customer through the services offered, you can ensure they have a clear understanding of what to expect. Additionally, thinking outside the box to address their service requests when possible demonstrates a commitment to going above and beyond, ultimately fostering trust and satisfaction.

Poor communication exacerbates small miniscule problems which in turn pulls upper management personnel into dealing with problems that should be addressed at ground level.

Customers enjoy Personalised Service.This is where service is tailored according to their demographic preferences based upon their personal needs.By using their names,recalling past interactions and making recommendations based on their preferences,this can make them feel more connected and valued.

Atendimento personalizado não é colocar o nome do cliente nos contatos, isso se chama obviedade de educação humana. Personalizar é realmente ter dados que demonstrem características únicas e que tais dados sejam utilizados para promover o sentimento de entendimento do cliente.

La empatía evoca el sentir del la otra persona, un cliente siempre regresará donde se siente escuchado, contenido y comprendido. Todos somos distintos en un mundo cada vez mas amplio, diverso, con mas información al alcance y competitivo. Brindar un servicio personalizado solo requiere la simpleza de saber escuchar.

Having personalized services within a company comes from the executive leadership. This means that the company doesn't outsource the work to call centers to pay for inbound support to save money. Even using a CRM system and knowing the customer’s name and being able to leave notes and follow up emails with not fill the gap for personalized tailored customer service. It comes down to hiring employees and having them work in house.

Personalizar el servicio al cliente creará lealtad hacia la industria que estemos . Saber su nombre , atender el gerente a cargo la próxima vez mencionando y agradeciendo nuevamente su visita . Descubrir sus necesidades y agradecer. Crear una conexión y un sentido de pertenecía hacia nuestra industria .

Effective problem solvers actively listen to customers, identify pain points, and understand their needs. Problem solvers dig deep to uncover the underlying causes of issues. Articulating solutions concisely and in a user-friendly manner helps to manage the situation better.

The best customer service minimizes the need for customers to recontact support. Aiming for a high percentage of issues fully resolved on the first interaction reduces customer frustration.

An example of problem solving approach : L-listening to the guest/customer A-apologize for the inconvenience. S-solve the problem. T-thank the guests/customer.

Effective problem solvers think ahead and become proactive compared to reactive. Future issues can be negated before they arise by simple preparation.

The leadership within the company must make sure that all of its employees are properly trained who are in the role of customer support and know what they are talking about and have the patience and respect to deal with the customer’s needs.

In the logistics industry, follow-up measures are critical for maintaining customer satisfaction and operational efficiency. Whether it's confirming delivery, addressing customer feedback, or resolving any post-delivery issues, proactive follow-up ensures that shipments are successfully managed from start to finish. By prioritizing thorough communication and diligent follow-up, logistics companies can build trust, loyalty, and long-term relationships with their customers.

Average resolution time is the average amount of time it takes for customer support to resolve a ticket. Every customer wants a seamless and smooth support customer experience.

After we resolve a customer's issue, checking back with them to make sure they're satisfied is a sign of outstanding service. This follow-up shows we care about their long-term happiness, not just the quick fix. A quick email or call to see how things are going can help address any remaining concerns and strengthen our relationship. This extra step emphasizes our commitment to quality care and ongoing improvement, boosting customer trust and loyalty.

Following up shows you respect their choices and continuing loyalty. It earns trust and a feeling of being part of a team. It ensures return business.

I’m in the construction industry and I tell my customers that they can call me for anything, even services I don’t provide. If they decide to do so, I will coordinate the service that they need to be that one number that they need to remember. Plumber, electrician, cleaning service, equipment needs, are a few examples that I do not provide personally but will find the person that can. Be the customers “go to” contact.

O feedback é algo importante para o desenvolvimento profissional, sempre importante ouvir pessoas que tem um conhecimento maior ou mais longincuo que você na sua área, até mesmo um feedback negativo é algo para se absorver conhecimento e aprendizado, esteja sempre disposto a ouvir aqueles que tem algo a dizer sobre seu desenvolvimento profissional.

Monitoring social platforms for product/brand mentions reveals how customers truly feel. Positive social chatter indicates quality service experiences.

Muito grato pela compreensão e conclusão, sendo de extrema importância à clareza das questões impostas no tema apresentado a todos.

Supply chain optimization is the backbone of successful logistics operations. By fine-tuning processes and leveraging technology, companies can meet customer demands efficiently while minimizing costs and maximizing profitability.

Never get frustrated when interacting with a customer even if they are applying pressure, always remember 'if it's stressful to you, it's stressful for them too.'