Customer service is a vital aspect of media sales, especially when you have clients in different time zones. You want to make sure you are responsive, respectful, and reliable, regardless of where your clients are located. Here are some tips on how to improve your customer service for clients in different time zones.
The first step is to know the time zones of your clients and their preferred hours of communication. You can use tools like Google Calendar, World Time Buddy, or Time Zone Converter to keep track of the time differences and plan your calls and emails accordingly. You can also ask your clients to indicate their time zone and availability in their signatures or profiles, so you can avoid calling them at inconvenient times.
En la actualidad la diferencia horaria no es una barrera , por el contrario con el fin de encontrar la hora mas conveniente existe una mayor coordinación de las reuniones y respeto de las horas laborales de los involucrados.
Apesar de estarmos na era da inteligência artificial, é fundamental termos proximidade humana com o cliente e ter a certeza que o que ele sente importa, e que sabermos dos melhores horários para contatá-lo está relacionado ao cliente se sentir respeitado e valorizado.
The second step is to set clear expectations with your clients about your response time, delivery time, and follow-up frequency. You can create a service level agreement (SLA) that outlines your commitments and responsibilities, and share it with your clients before starting a project. You can also use automated messages or out-of-office replies to inform your clients when you are not available or when you will get back to them.
The third step is to use multiple channels of communication to reach your clients in different time zones. You can use phone, email, chat, video, or social media, depending on your client's preference and urgency. You can also use cloud-based platforms like Google Drive, Dropbox, or Trello to share files, documents, and feedback in real time. You can also use tools like Calendly, Doodle, or Zoom to schedule meetings and webinars easily.
Uma boa estratégia é possuir uma grande diversifica??o de canais de atendimento, mas desde que isso seja monitorado de perto por uma equipe especializada, para que possa ser exercida a cultura do “ommichannel”, onde a empresa deve identificar as dores e necessidades do cliente e, de acordo com o perfil do mesmo, atende-lo no seu canal de preferência, tendo em vista que a empresa já se certificou de prestar o mesmo atendimento, com a mesma qualidade e as mesmas possibilidades em todos os canais que coloca ? disposi??o dos clientes. Os atendentes podem trabalhar em turnos variados para atender o cliente no seu melhor horário, o que irá gerar muito valor pra ele, e além disso, podem utilizar a comunica??o assíncrona, como em chats e e-mails.
The fourth step is to be culturally sensitive and respectful of your clients' customs, holidays, and etiquette. You can do some research on your client's country and culture, and learn some basic phrases or greetings in their language. You can also avoid using slang, jargon, or humor that might be misunderstood or offensive. You can also acknowledge and celebrate your client's special occasions, such as birthdays, anniversaries, or festivals.
The fifth step is to ask for feedback from your clients in different time zones, and use it to improve your customer service. You can use surveys, testimonials, reviews, or ratings to measure your client's satisfaction and loyalty. You can also use tools like NPS, CSAT, or CES to quantify your client's experience and expectations. You can also use feedback to identify your strengths and weaknesses, and make adjustments accordingly.
The sixth step is to show appreciation and gratitude to your clients in different time zones, and build long-term relationships with them. You can send thank-you notes, gifts, discounts, or referrals to your clients, and show them that you value their business and trust. You can also highlight your client's success stories, case studies, or testimonials on your website, social media, or newsletter, and showcase your impact and results.