Rules for a successful customer care department
Posted: Mon Jan 20, 2025 4:27 am
You need to look for a person, not an expert
When choosing employees to work with clients, you should not focus only on expertise, it is important to consider human qualities. Despite the fact that a specialist has a wide range of knowledge, this does not guarantee the ability to establish contact with the consumer and assess his condition.
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 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 99 acres database 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
Find out how
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.
When choosing employees to work with clients, you should not focus only on expertise, it is important to consider human qualities. Despite the fact that a specialist has a wide range of knowledge, this does not guarantee the ability to establish contact with the consumer and assess his condition.
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 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 99 acres database 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
Find out how
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.