The quality of any work deteriorates if it becomes a burden for the employee. This situation is unacceptable for the support service. After all, the manager works with people, and the client will easily notice that the specialist is not set up for a friendly dialogue, but only for formal adherence to protocol. A SP professional must have a predisposition to communication, be able to establish emotional contact and have a tendency to help others. Such an employee will work with pleasure and will bring a lot of benefit to the company.
The most important personal qualities of a support service employee should be considered a high level of intelligence, learning ability, literacy, sociability, balance. Remember that through SP the consumer directly interacts with the brand.
You can't trust just anyone to work with problem clients, otherwise the harm to the company may be much more significant than the money saved that could have been spent on hiring a qualified manager.
If there is no opportunity overseas chinese in worldwide data to hire a new employee at the moment, pay attention to the current employees and try to select the most suitable candidate among them. Do not forget that if a specialist writes documents competently and clearly, this does not mean that he will speak the same way. Do not burden a person with work that he is not inclined to.
Step 7: Raise the professional level of employees
You can understand the anger of a client who spends half an hour trying to explain the essence of the request to the manager, who just can't understand it. Of course, the problem may be in the unclear formulation of questions, but much more often the reason for such situations is the incompetence of the employee. Don't skimp on time and money for training the manager.
Going "out into the field" on the very first day can have an extremely negative effect on the quality of service. Give the new employee the opportunity to delve into all the intricacies of the regulations, create a memo for him, give him the opportunity to put himself in the client's shoes and look at the content of his work from a different angle.
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Step 8: Select tools to optimize the communication procedure with the consumer
The problematic link here is social networks. Customer expectations are usually higher there, and dissatisfaction with the quality of support can very quickly become known to many users. It is very difficult to fully process all requests. Even if each social network is managed by a separate manager, with a large volume of messages, some of them can simply be lost.
There are special software solutions that allow you to organize communication in web groups within a single workspace. This is much more convenient than jumping between multiple windows of different messengers. The use of response templates significantly simplifies the work, and you can search by keywords or tags.
A contact card helps to accumulate basic information. This not only makes the work of the engaged employee easier, but can also make a good impression on the client when you greet him by name when he comes back.
In addition, special software facilitates collaboration. You can see that one of your colleagues is already working with a client, and you no longer have to keep an eye on them. A single workspace also helps collect general statistics, control the time frame for reviewing requests, see unresolved issues, etc.