The preamble to the Constitution of the United States begins, ‘we, the people.’ I have a strong feeling that we, the people, are the ones who are making a difference in life, both personally and professionally. Dealing with anyone of any level with your employees, including you, gives the customer — whether current, potential, internal or external — the opportunity to make a decision about you, your company, all companies like you. I'm not just talking about call centers here.
All technical support or help desk staff are also included. In fact, anyone who is in the business of customer service business. With an ongoing focus on customer satisfaction, customer retention, and the value of a lifetime customer, it is not surprising that the services of a communication center continue to grow in value as a key hub for customer experience.
For the customer:
The person on the other side of the phone company. Communication center is still the most common way customers communicate with businesses. In fact, Gartner reports that 92% of all contacts come into the facility. It has also been reported that 70% to 90% of what happens to customers is driven by human nature, not at all related to technology.
State-of-the-art technology is a necessity today, but it is intended to empower human efforts, not to cripple them. I often talk about taking customer service and ‘kicking up.’ In the food industry, the word ‘lagniappe’ is often used. Its definition is “a small gift given to a customer by purchase.
For example:
If you go to a bakery and buy twelve donuts or badges, you usually get a 'free' or twelve bakers. That's what customer service should be about - giving the customer more than they expect! Let’s bring lagniappe into the communication center industry. If we are going to talk about world-class customer service, let's have a working definition, so we can all be on the same page.
Customer service is those services provided by employees of a company that enhances the customer's ability to see the full potential value of a product or service before and after the sale, thus leading to satisfaction and repurchase.
Let's look at the first W, Why? The customer service environment today is not good, either by telephone or by self-help. Because 92% of people feel that their call information is important for building a company image, this reinforces the importance of institutions in branding their company photos.
In a Management Systems study, the following were due to poor customer service:
60% bank canceled accounts 36% switch insurance providers 40% change phone companies 35% change credit card providers 375 change internet service providers are you one of these figures? Certainly I am. In a study conducted by Purdue University and BenchmarkPortal.com, in response to
(1) how agents meet your needs and handled the phone.
(2) based on any negative experience, could you stop using this company in the future? The findings reveal a strong correlation between the age of the participant and the tendency to stop using the company after a bad experience.
What does this mean? The younger participants were impatient and more likely to qualify for the tournament. People over the age of 65 were found to be in greater need than those in middle age.
What can you do? Give young callers a ‘wow’ — keep their honesty. People over the age of 36 probably have an 'emotional bank account' with the company they work with — perhaps with good experience and as a result 'willing to forgive.'
The applications required for agents to access customer queries are: 3.7% only 1 81.5% 2 - 5 7.4% 5 - 10 7.4% over 10 As you can see, the majority of applications are 2 - 5. With one central point for customer service, an integrated approach that satisfies customer self-awareness through all communication.
Tips for successful world-class service should include:
Respond quickly manage requests with medium customer preferences Be short and clear Reducing back and forth communication (especially by writing, i.e., email, kicking it over the phone if it exceeds two) Personal service enjoy the customer What do we mean by pleasing the customer? Inform and educate them establish your skills and expertise provide options reduce frustration, anger, when and if necessary Increase, if necessary Take Phone ID Remember we are in the first W - the Why. Today's pressures on agents are different than ever before.
They are asked to treat more customers, more volume, more complex and / or more complex calls. After all, if we could not solve our problems by helping ourselves, we would probably not call you. But when we tried to help ourselves, and it didn't work, now we're angry, and it's a rising call from the move.
They were asked to provide additional information, to do so immediately and to be available and accessible. But should they reduce costs, make money, incorporate new technologies, ensure closure and commitment, deliver ‘good’ service and when? Yesterday, of course.
In fact, the CDC (Center for Disease Control) said the causes of death among people under the age of 65 were:
- 21% - environment - war
- accident's
- crime 9%
- health care system
- doctors
- hospitals
- medicine 17%
- human biology
- not because of the lifestyle 53%
Because of the way people choose to live their lives !!! This is good news and bad news. It is bad news because it is over half full. The good news, though, is that this is something we can do something about, it is about free will.
2. W says Who should be trained? We recommend key agents / representatives, managers, team members, managers, assistant managers, internal clients and other departments anyone who is a place to touch to learn to speak the same language, and more importantly, not to be in a contradictory situation, but rather, collectively working for an external customer or end user.
3. W says Where should the training take place? Outside the domain compared to the place, and there are good and bad ones in both. Certainly very expensive on-site training. However, distractions are common as it is the presence of a participant in a person or problem.
Offsite is very expensive. However, there are no interruptions and participants are not available in other departments, their managers, or any problems. I believe there is a psychological need to remove people from their work stations and move around the area to acknowledge the touch tasks they have.
4. W says What should be included in any training? We believe that the following modules provide a robust, robust, and concise training curriculum:
- Quality Customer Service
- Building Awareness
- To Customer Expectations
- Changing the Opinion
- Conflict
- Language
- Control
- Anger Management Int Anderton Ability
- Competence
- Changing Management
- Communication / Listening Skills
- Cooperation / Role
- Service with a smile Another suggestion is for a university certificate to be promoted. If you treat your employees professionally, they will treat your customers well.
5. W says When. We say with new appointments, monthly, continuously, consistently, whenever changes occur, when pressures increase, and as needed. We also recommend that each employee receive a minimum of 24 hours per year of continuous training, which is distributed over time to absorb more. We divide our training into two four-hour sessions a day and bring you 6 days for each activity.
Therefore, up to 30 people can participate in daily training. If there is no further training, we do four days a month for four months and then a schedule every three months, and then another three months. In this way, the training is done the way you want, in real time, and can deal with any challenges that arise when they occur.
You must be logged in to post a comment.