When recruiting staff, you should pay attention to the ability to communicate with clients and find an approach to each of them in order to help solve the problem and return them to work in a good mood.
Each consumer is unique, and only a true email database indonesia professional can communicate with the audience in such a way that people feel genuine respect and understanding.
It is important to learn how to properly structure the learning process
Effective training of employees is a necessary step in creating a “caring” sales department. 2-3 weeks are allocated for training new specialists in Customer Care, during which the candidate studies the product through the knowledge base and observes experienced employees and their skills in solving various situations, being present in chats as an invisible spectator. In addition, he participates in webinars on interaction with clients and has the opportunity to communicate with the HR manager throughout the entire period of acquiring skills.
An important point is to take care of the candidate's comfort and well-being during the training process, as this helps him to learn the material more easily and feel his importance in the team. All this allows us to ensure high-quality training of the new employee and guarantee the effectiveness of his work in the future.
Case: VT-metall
Find out how we reduced the cost of attracting an application by 13 times for a metalworking company in Moscow
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It is necessary to conduct an analysis of the work not only in general, but also with attention to detail.
A customer's request to technical support can be an indicator of both the efficiency of employees and the quality of their communication. At the same time, a manager, relying only on the number of closed requests, can miss important details, such as rudeness or unprofessionalism of specialists in communicating with buyers of goods or services.
To analyze the work, it is important to use a CRM system that allows you to view statistics on requests and even a list of tasks, so that you can always check the quality of customer service.
The Secret to a Good NPS
A high Net Promoter Score (NPS) in customer service is not as difficult as it may seem. The main thing is the ability to establish human contact with consumers and show concern for them.
We all have bad moods or feel lonely, and some just need to hear a sympathetic question about how they are doing. To achieve a high NPS, you need to find an individual approach to each client and show concern for them. This is the secret to success.
Rules for a successful customer care department
High level of expertise
Imagine that you have a problem with your internet connection. You have already tried all possible solutions: rebooted your computer, router, and even played dinosaur in your browser, but nothing helped. Now you decide to call your provider's technical support. However, what will you hear on the phone? Most likely, they will suggest rebooting all devices again. Thus, you will lose time, get irritated, and complicate the task of the second line support specialists.
How to avoid this situation? The key to a high level of customer satisfaction (NPS) is for a technician or personal manager to immediately offer an answer to a question or direct to information in a knowledge base (if the question has a standard format, for example, "How to set up automation?"), and if difficulties arise, offer to go through the instructions step by step with a screen demonstration. In any case, the request will not remain unanswered, which will indicate a high level of expertise and professionalism of the technical support manager.
Consumer Care Center - Personal Managers
The head of customer service must understand that personal managers play an important role in customer satisfaction. These specialists create a pleasant atmosphere for the buyer in all situations with a caring and attentive approach.
When customers meet personal managers, the latter pay attention to the fact that they are the consumer's representatives in the product area, and not the other way around. This allows customers to understand that they will not be left without support in case of problems or the introduction of new features. The personal manager will contact the client and tell all the details to provide the best service.