Eu organizo as prioridades de atendimento, mesmo assim, se tiver um cliente que deseja ser atendido no mesmo horário, aí entra o espírito de colaboração do time. Eu informo ao cliente que nesse horário já tem uma janela agendada com outro cliente e que irei atribuir a ele uma outro analista caso ele queria se atendido no mesmo instante, caso o cliente queira apenas meu atendimento, eu dou algumas opções de datas e horários para atendê-lo dentro da minha agenda. Obviamente, um sistema de triagem bem eficiente pode resolver muitos problemas e ajudar a reduzir os problemas em horário de pico.

What strategies have helped you maintain excellent service during busy periods? Recognising the reasons behind the increase in the number of calls. If it is a one-off, it means possibly a system error. If it's regular, it means the calls are related to the system, and maybe the issue is configuration, setup, too many setups, devices, etc. My approach is to review ticket request issues and try to identify reasons. The next step is to fix them or show potential ways of installing solutions.

To handle peak times effectively, consider using automation tools like chatbots to quickly manage basic inquiries, while setting up virtual queues to keep customers informed about wait times.

To exceed customer expectations during peak times, I would implement the following strategies: I would ensure that customers are informed about potential wait times and that their inquiries are being addressed promptly. Utilizing automated replies to acknowledge receipt of inquiries can help customers feel heard even during busy periods. I would train and empower team members to handle a wider range of inquiries independently, allowing us to manage higher volumes efficiently without compromising service quality. After the peak period, I would reach out to customers to ensure their needs were met and gather feedback for continuous improvement.

Stay: 1: Focused 2: Organized 3: Responsive. By staying calm, focused, and showing genuine care, we can create a positive experience, even in busy periods. Our goal is to not only meet but exceed what they expect from us.

During peak times, being overwhelmed by customer inquiries is common. To exceed expectations, incorporate an AI tool to handle routine inquiries. Use a mind map to categorize inquiries and gather data for training and process improvement. Implement a prioritization system to address critical inquiries first. Provide personalized and empathetic service. Continuously monitor and evaluate the effectiveness of these measures by tracking key performance indicators. This approach reduces overwhelm, improves the customer experience, and leads to higher satisfaction and loyalty.