Desea brindar un excelente servicio al cliente. ¿Cuál es la mejor manera de formar a tu equipo?

I would like to explore a little bit more the concept. For me we need to expand the concept about serve to customer. Serve to customer is a role for all company. So, to work on this is a journey with some steps. Long history short, I can mentione: 1. the first step is to define the vision and the ambition about what means customer centricity for the company. 2. After we need to define behaviours and values and to include the topic in the business strategy. 3. Define the metrics 4. Design the way to capture the voice of the customer and close the looping 5. And then the most important is to develop a change management plan considering different areas and levels working in training, communication, symbols, ritual and others

La visión de servicio, debe ser integral y centrada en la satisfacción del cliente y la construcción de relaciones sólidas, vemos ahora los siguiente puntos: 1. Cultivar una Cultura de empatía y Orientación al cliente: Se debe destacar la importancia de comprender las necesidades y expectativas del cliente, fomentando la empatía que permite a los colaboradores ponerse en el lugar del cliente, comprendiendo sus preocupaciones y objetivos. 2. Comunicación clara y positiva: Debe destacar la relevancia de la comunicación efectiva, los colaboradores, deben aprender a expresarse de manera clara, profesional y positiva, esto incluye la capacidad de escuchar activamente, hacer preguntas clarificadoras y proporcionar información comprensible. #RG

Start training people with 3 simple step: 1. I perform and you see 2. Both perform together 3. You perform and I'll see Your entire training should revolve around these 3 step and its been effective.

Creating an exceptional customer service culture begins with a clear vision. It's about defining what outstanding service means within the context of your organization. This vision should reflect not only the values of the company but also the aspirations for customer interactions. For instance, if your company prides itself on personalized experiences, your vision might revolve around exceeding customer expectations through tailored solutions and empathetic support. Communicating this vision effectively to every member of your team ensures alignment and commitment to delivering exceptional service at every touchpoint.

Lead by Example: As a leader, demonstrate the behaviours and attitudes you expect from your team members in their interactions with customers. Your actions will serve as a model for them to follow.

I firmly believe that the foundation of success lies in two key factors: the individuals you bring into your team and your own leadership. When hiring customer support agents, my focus is on assessing their overall suitability, encompassing qualities such as responsibility, critical thinking, and decision-making skills. While teachable hard skills like business English and troubleshooting are essential, lacking the aforementioned skills can lead to challenges down the line. Equally important is the role you play as a leader. I've witnessed instances where managers derided customer inquiries, setting a tone that undermines the respect for customers within the team. Ultimately, it all begins with you.

Tips for training a team Consider different learning dynamics within your team. ... Use educational content to enhance understanding. ... Prioritize team building through training activities. ... Offer incentives for training participants. ... Provide additional training opportunities or workshops on the topic

Team must be trained to listen and understand the real needs of a customer, just by understanding the "language" of the customer can make a huge difference. I would train the team on 3 points. 1. Information handling (customer requirements) 2. proper follow up on activities and/or requests of information 3. How to be transparent and open with our customer, taking care of "what is best for the business" Customer trust is really easy to lose, but really hard to get it back

Establish a clear, memorable, and inspiring customer experience vision that aligns with the overall business strategy. This vision should outline the goals, values, and standards you set for customer service, emphasising the desired brand perception among customers. Additionally, establish metrics for evaluating customer service performance and feedback that align with the customer experience you're aiming to achieve.

Es vital poder definir y comunicar a nuestro equipo de manera correcta donde queremos llegar. Plantaer y detallar las expectativas que tenemos de cara a todas las actividades relacionadas con la experiencia del cliente. Es la manera de incluir a nuestros colaboradores en esta travesia tan dinámica e intensa. La claridad de nuestra vision más el entendimiento de las políticas de la organización son la herramienta idonea para hacer que nuestros clientes vivan una grata experiencia.

The foundation of exceptional customer service lies in having the right people on your team. It's not just about finding individuals with the necessary technical skills but also those who embody your company's values and are passionate about serving customers. During the hiring process, focus on assessing candidates not only for their qualifications but also for their attitudes, communication skills, and ability to empathize. Once hired, effective onboarding is crucial to familiarize new team members with your company's culture, products/services, and customer service standards. Pairing them with experienced mentors can further accelerate their integration into the team and ensure a smooth transition into their roles.

Super importante adotar uma abordagem abrangente que inclua tanto aspectos técnicos quanto habilidades interpessoais. Aplicar treinamentos específicos sobre produtos, políticas e processos, garantindo que o time tenha um entendimento sólido sobre a operação. Em paralelo, concentrar atuação no desenvolvimento de habilidades interpessoais, como empatia, comunicação eficaz e resolução de problemas, bem como promover uma cultura de feedback contínuo, permitindo que o time aprenda com experiências passadas e adapte suas abordagens. No meu entendimento, ao combinar conhecimento técnico com competências interpessoais e feedback constante, o time estará bem preparado para oferecer um serviço ao cliente excepcional.

Pour constituer la meilleure équipe possible, il est important d'abord de bien se connaître soit même : n'embauchez pas des personnes qui ont les mêmes compétences que vous, mais plutôt celles qui possèdent celles dont vous êtes dépourvu...Définissez des fiches de poste précises, bâtissez votre organigramme, même pour 3 personnes. Alors, vous pourrez lancer le recrutement, partir en quête du Graal et des savoirs êtres qui, ensemble, formeront un tout cohérent, fort et qui rejoignent votre vision métier.

La busqueda de candidatos y el hallazgo de los mismos es una tarea delicada y meticulosa. Se busca un match entre lo que busca la organización y lo que encontrará el candidato. Algo fluido, son coincidencias que en un futuro y con una correcta inducción, capacitación y adiestramiento seran cada vez más fuertes. Esas coincidencias se convertirán en lazos que se fortaleceran siempre y cuando las partes logren encontrar lo que buscan de la otra. Las organizaciones al tener un programa de capacitación apto, coherente y constante, podran proveer de herramientas a cualquier miembro nuevo en la organización. Ambas partes buscan el éxito, ambas partes desean lograr una sinergia. La claridad en la comunicación y el entendimiento seran vitales.

Hiring the right people goes a long way. Back when I was a bank manager, I had a particular 'hot button' question that I asked in hiring: "A customer comes in and looks visibly upset. They ask to speak to the branch manager. What will you do?" The ones I never hired said "I'll get the manager." I'm looking for some variation of "How may *I* help you?" I wanted my team to have the attitude that "the buck stops here" and that my team will help solve the issue. The image part came in because if a teller started problem solving, they had multiple layers of help - a lead teller, banker, and two managers. If it started with the manager, it could only be escalated to other mid-level managers and make it a bigger deal than needed.

Recruiting the right people is essential for delivering excellent CX. However, at the same time, you should not just recruit sheep. Finding candidates with the required technical/hard skills can be often be easier than finding candidates that possess or have developed behavioural/soft skills; like empathy and compassion. It is important when conducting interviews that you determine what the candidates values are and if they match the company's vision and culture.

You either get customer service or you do not. You can not hammer a square peg into a round hole. You onboard people with the traits you seek and pay them for there efforts. If you try and get people to pretend they are customer focused when they are not, they come off as fake. Just like any other skill, being a people person should be valued as much as being a technical person. Hire people for the skills they have.

Nailing customer service starts with the dream team. It's about spotting those gems who naturally vibe with your vision. Think of hiring as matchmaking: Does their spark ignite your brand's fire? Dive into their stories with questions that reveal their true customer service colours. Then, onboard them like you’re welcoming them into a family. Equip them with everything—knowledge of your offerings, the ins and outs of your policies, and the tricks of the trade. Clear expectations set the stage for standout performances.

Getting the right people on board is a make or break! I believe that a focus on attitude and personality should be prioritized to a focus on technical skills. It's easier to teach technical skills than to change their attitude or personality.

Finding individuals who naturally align with your customer service vision is crucial. During the hiring process, look beyond the technical skills; assess the candidate for empathy, communication skills and a genuine desire to help others. Once you've identified the right candidates, a robust onboarding process is essential. This isn't about just training them on tools and policies but immersing them in your company's culture and customer service philosophy. Real-world scenarios and role-play exercises can be particularly effective in bringing the nuances of your customer service vision to life for new hires.

The initial training and coaching of the team is like planting seeds and then continuously watering them by providing ongoing training, learning, feedback, criticism and coaching. We will definitely see the team members grow to outshine in the customer service segment. One of the most important parts of training and coaching in the customer experience segment is listening to the clients, right or wrong. This requires patience and temperament in oneself. Providing the excellent customer experience involves hearing the complaints and grievances, educating them, providing the solution and following up on the case until resolved. This journey leads to a fantastic success of training and coaching.

Technical and domain expertise alone are insufficient when it comes to delivering exceptional customer experiences. Expertise in soft skills is usually a main differentiator between excellence and average when comparing Customer Support services. Ironically, soft skills are one of the most neglected. Soft skills are a broad topic and are deeply rooted in human psychology. Topics should include: - Active Listening - Cultural Sensitivity -Adaptability - Empathy - Language/Word Use - Conflict Resolution/De-escalation - Bias mitigation - Relationship Building - Communication

Exceptional customer service is a journey, not a destination. It requires continuous learning and improvement. Training programs should go beyond just imparting technical knowledge; they should also focus on developing essential soft skills such as active listening, empathy, and problem-solving. Utilize various training methodologies to cater to different learning styles and preferences, ensuring engagement and effectiveness. Coaching should be an ongoing process, providing regular feedback, guidance, and support to help team members refine their skills and overcome challenges. Foster a culture where learning is embraced, and team members are encouraged to share insights and best practices with one another.

Along with the above topics covered under training, what I strongly suggest to teach the customer service team the power of ‘empathy’. If they understand the pain point of the customer with required empathy, even on occasions when they aren’t able to help them, they would’ve still created an impact for the customer. That conversation will earn you the loyalty of the customer for its lifetime.

Regular coaching/training is the key. You have to make sure that as your staff changes, your training is reinforced. You can't rely on existing employees to properly train new hires. Observations are important too. You have to inspect what you expect.

The most effective customer service teams engage in continuous learning. This involves regular training sessions that not only covers new products, services and policies, but also soft skills like empathy, patience and active listening. Coaching is equally important; providing personalized feedback helps individuals understand their strengths and areas for improvement. Encouraging peer-to-peer learning can also be increasingly beneficial, as team members often have diverse experiences and insights to share.

Para o processo de capacitação e melhoria contínua da qualidade da entrega é fundamental estabelecer uma estratégia de enablement de sua equipe. Organizações maduras tem áreas de CS/CX Enablement bem definidas, que são responsáveis por suportar os líderes de operações com metodologia e intencionalidade no que vai mover ponteiro de sua equipe.

In my experience coaching is often a misunderstood term in the work place. Most people see coaching negatively due to the fact we tend to coach once negative behaviors are identified. Coaching needs to have balance between correct and behaviors needing correcting. A good coach always praises outstanding efforts and results. Both types of coaching need to be seen by your team members. This way they see you value what they do right and believe in them enough that they can improve their performance.

El equipo debe conocer los productos, procesos, procedimientos, normas y demás. Adicionalmente, debe entender la causa o motivos de los mismos, así como mantenerse actualizado con relación a todos estos para estar a la vanguardia. En materia de Compliance, el personal de primera línea (contacto con el cliente) es de vital importancia para la efectiva ejecución del KYC y el CDD y, para garantizarlo, no solo deben estar capacitados en la materia, sino también estar sensibilizados en cuanto a la importancia de su rol para el éxito de los procesos y su impacto en la organización.

Let's face it, the usual one-size-fits-all training sessions aren't always what our customer success teams need. What makes a difference is enablement that's tailored and hits the mark at just the right time. It's all about getting the right tools, tips, and support when you're right in the middle of the action, dealing with real customers and their unique challenges. This approach is way more practical than sitting through generic training that might not even relate to your daily grind. It's about being able to apply your knowledge effectively in real-world scenarios. This kind of on-the-job enablement leads to better performance and higher success rates in your role.

Empoderar a equipe é um investimento valioso no sucesso do atendimento ao cliente. Ao conceder autoridade e autonomia, estimulamos a inovação e o encantamento. Reconhecer e recompensar cada conquista não apenas impulsiona a moral, mas também cria uma cultura de excelência. Vamos inspirar nossa equipe a ir além e celebrar cada sucesso na jornada de proporcionar um serviço ao cliente excepcional.

Empowerment is key to unlocking the full potential of your team members. Provide them with the autonomy and authority to make decisions and resolve customer issues promptly. Recognize and reward exceptional performance to reinforce desired behaviors and motivate continued excellence. However, motivation goes beyond just rewards; it's about creating a supportive and inclusive work environment where team members feel valued, respected, and inspired to give their best. Offer opportunities for growth and development, whether through training, mentorship, or career advancement, demonstrating your commitment to their success and well-being.

I can’t stress how important this is; probably number one in my book. Your frontline agents are a treasure trove of data and insights. As a leader, take the time to get to know them, have skip level 1:1s and get their perspective. Ask them what is working, what is not working, ask about their tools and their training, ask about how they would improve the customer experience and finally, what they feel they are missing to be more successful. Here is the most important part: actually do something with that information and then communicate that fact widely. Next, take a look at your career pathing. Do a skills assessment to ensure that you have identified the traits agents need to be successful and establish a mentorship program.

Defina metas tangíveis, encoraje sua equipe a se superar diariamente, esteja presente para ajudá-los a alcançar seus objetivos, celebre as conquistas, elogie em público e oriente no privado. De nada adianta ter o melhor treinamento do mundo se sua equipe estiver desmotivada. Por trás de cada colaborador existe uma pessoa que pode estar enfrentando problemas e ter dificuldades.

In my experience defining the role, hiring/on-boarding, and continuous development are a given within the structure I work in. The key is to empower and provide them with the tools to be successful. In the end, its Culture! .... and culture drives success!

Points to remember- 1.keep providing interactive workshops 2.role playing exercises 3.case studies 4.feedback sessions 5.customer feedback review 6.regular training updates 7.lead by example 8.rewards

You have to get your team to believe in the power of customer service so make sure when you are looking to overhaul current processes that you have an example of what doing it right looks like and the results that were created

In my experience, empowering employees to be their client’s advocate is not only enriching for the employee, but also builds loyalty for the clients. Clients don’t always expect a solution right on the spot. Given the opportunity to be understood (more than just heard), personal ownership by the representative, proper expectations set, and proactive communication throughout the process will foster a dynamic culture that results in client & firm both winning.

Fueling your team's fire comes down to trust and treats. Hand them the reins to make those game-time calls that can turn a customer's day around. Cheer on their creativity and watch them work wonders, going above and beyond. And when they score? Make it rain praise and perks. Nothing says 'you're valued' like recognising their wins and pushing their growth. It’s about creating a vibe where they're pumped to bring their A-game every day.

O treinamento de uma equipe de atendimento ao cliente é essencial para o sucesso do negócio. É importante estabelecer uma visão clara, comunicar os valores e objetivos, fornecer habilidades técnicas e interpessoais, promover um ambiente de aprendizado contínuo e oferecer reconhecimento pelo bom desempenho. Isso cria uma cultura de excelência e motivação para fornecer um serviço excepcional aos clientes.

You definitely can't manage what you don't measure. Implementing a system to monitor and measure the effectiveness of your customer experience is critical. This goes beyond traditional metrics like response times and resolution rates. Consider incorporating CSATs, NPS and CES to get a holistic view of your service quality. Regular review of these metrics and more importantly, acting on the insights they provide, allows for continuous improvement. Remember, the goal is not just to meet customer expectations, but to outperform and outstand every time you get to interact with them!

Monitorar e medir os resultados da equipe de atendimento ao cliente é essencial para garantir uma experiência positiva para os clientes. Utilizando métricas como satisfação do cliente e retenção, é possível identificar pontos fortes, fracos, oportunidades e ameaças. Esses insights permitem ajustes na estratégia de atendimento e treinamento, garantindo a adaptação contínua às necessidades dos clientes e a melhoria constante da experiência.

In my experience, we audited 10 calls, and then rated them based on a scorecard. In our monthly 1:1 we would review their rating and provided feedback to the agent on what went well and areas for improvement. I noticed that over a period of time, the call averages would improve, setting an expectation for the rest of the team.

Do not get caught in the paralysis of analysis. There is a dizzying amount of data available to Customer Service Teams now and it can be hard to know what to focus on. As a leader, pick 4-5 metrics that become your scoreboard. Every member of the team should be able to determine in less than 5 minutes from these metrics if you are accomplishing your objective or not. These are the things your entire team makes a collective agreement to move the needle on and create goals around. Metrics without team member buy-in are the ones that get dropped.

Generar Kpi, y supervisar el rendimiento de estos, es la mejor opcion para reconocer nuestras debilidades en el proceso de generar el mejor servicio. ¿Cual es el mejor servicio? Este debio ser revisado por el area planeacion y venta, operaciones debe supervisar que se logren esos objetivos ya definidos. Muchas organizaciones sueñan con adquirir grandes y potenciales clientes, pues estos que requieren que el servicio ofertado sea cumplido sin engaños, desmejoras o sin garantias, para generar compras habituales y recomendar las misma.

Os treinamentos devem ser baseados nos anseios e principais reclamações dos clientes, também é importante mensurar algum indicador de percepção de cliente para identificar se os treinamentos estão surtindo efeito.

Keeping score isn't just for sports; it's crucial in customer service too. Whip out those surveys, NPS, and all the acronyms to get the lowdown on how your team's doing. It's like a report card showing where you're acing it and where there's room to level up. Dive into that data like a detective on a mission, pinpointing exactly what's winning customers over or where the gaps are. Then, tweak, train, and turbocharge your strategy. Remember, every piece of feedback is gold, helping you sculpt a customer service team that's nothing short of legendary.

Monitor and measure your results by setting clear KPIs, tracking customer satisfaction scores, analyzing feedback, and regularly evaluating performance metrics. Use this data to identify areas for improvement, recognize successes, and adjust strategies as needed to continuously enhance the quality of customer service provided by your team.

Firstly, it's crucial to focus on bridging the gaps in knowledge and skills among team members. This can be achieved through regular training sessions, workshops, and skill-building exercises tailored to address specific areas of improvement. Identifying the key pain points of each customer is essential in providing personalized and effective service. For instance, if a customer expresses frustration over the lack of feedback or updates from consultants, it's imperative to capitalize on this feedback. Training should emphasize the importance of proactive communication and going above and beyond expectations to provide timely updates and feedback to customers.

Measuring and monitoring results is a critical piece in the journey to improved customer experience. We find that teams who have access to their NPS/CSAT results improve 2x faster than those who do not. Measuring results allow individuals, supervisors, etc. to self-coach, gamify CX, create a culture of CX, and ultimately see improvements.

Providing exceptional customer service goes beyond interpersonal skills; it requires a cohesive approach involving people, processes, and effective tools. Agents should have access to customer histories, utilize efficient tracking tools for follow-up until resolution, and adhere to well-defined processes. Additionally, enhancing the user experience is significantly impacted by offering robust self-service tools, particularly for addressing frequently asked questions.

Todo treinamento é limitado em relação aos recursos disponíveis, tempo de treinamento, escopo, budget e etc. Um bom treinamento é aquele que explica a essência do porque estão fazendo algo, esse direcionamento vai guiar a equipe em situações não previstas.

One thing I've found it super effective is to incentivise and give recognition for good service. You can train all you want, increase the frequency, get the best service trainer and have the best training facilities or even hire right but there's nothing to look forward to for employees, not many will be willing to do that extra mile. Try it... You'll see.

Investing in the right knowledge management solution will help the agents deliver the right experience “in the moment”, increase FCR and consequently CSAT/NPS.

Sometimes it is simply remembering the last time you received great Customer Service. Remember how it felt. Then make it a goal to give that same feeling and experience to someone else.

When approaching communication, it's essential to be mindful of the energy you convey before uttering a single word. Ensure that your energy emits positivity, creating a favorable impact on your client. To enhance the allure of your nervous system blueprint, consider incorporating elements that make it more inviting, such as fostering a welcoming atmosphere or incorporating relatable examples to resonate with your audience.

Employees need to fundamentally understand why the company exists, what service it provides and what consumer problem it solves. Furthermore, it is essential to foster a customer-centered culture so that the degree of empathy and responsibility is high

Consider does the agent have training gaps I can help with or is a it a Will versus Skill issue. If it’s skill I can coach and provide extra support to ensure they get the help they need. If it’s Will as in they don’t have the Will to do the job then documenting coaching sessions and keeping discussion logs of all commitments is all that’s needed to help them find another role or course correct the behavior .

Even if you hire the most motivated people, have the latest tech, and the most inspiring strategy, if your team is not able to solve customer issues, you will struggle to get high results. Customers want resolution, but sometimes this might be a very complicated process behind the scenes. Make sure you spend as much, if not more time, mapping out and simplifying resolution processes, as you do in the customer-facing part of service. Also make sure you bring feedback back to the whole company so that repetitive issues can be solved at the root cause. Even the best agents will quit if they see nothing improve with how the company does business.

Be yourself when assisting your clientele. One thing I truly despise, and this is mostly from off shore customer service, is over empathizing. Just act like human instead of using robotic tones, for what I think, is machine like customer service. You don't need any scripts (unless required by law). Dig into the root of the problem instead of just the surface. Look into underlying problems. Get to know your client That's what customer service is all about!