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How do you train your customer contact staff to handle different types of customer queries and feedback?

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Customer contact is a vital skill for any business that wants to provide excellent service and build loyal relationships with its customers. However, not all customer queries and feedback are the same, and your staff need to be trained to handle them effectively and professionally. In this article, we will discuss some tips on how to train your customer contact staff to deal with different types of customer scenarios and responses.

本文章的要点总结

Anticipate customer needs:

Training your team to foresee and address related issues when resolving customer queries can elevate service. It demonstrates foresight and a proactive approach, which customers appreciate and remember.
Self-awareness in service:

Encourage your staff to understand their own communication style and learn from others. This personal insight helps tailor interactions to each customer, ensuring smoother communication and better problem-solving.

本摘要由 AI 和以下专家提供支持

Maharajan Chidambaram

Director, Customer Experience Analytics…
Cecilia Dey

?? Coach de Carrera ?? Generación de…

1 Identify common customer queries and feedback

The first step in training your customer contact staff is to identify the most common types of customer queries and feedback that your business receives. These could be related to your products, services, policies, prices, delivery, complaints, or any other aspect of your customer experience. You can use data from your customer relationship management (CRM) system, surveys, reviews, social media, or other sources to analyze the patterns and trends of customer communication. This will help you to categorize the customer queries and feedback into different groups based on their purpose, tone, urgency, and complexity.

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Syed Umar

CSM@Netomi | PlotX | MoonfrogLabs | Unacademy | Rapido
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Problem Identification: Issue: Inadequate training for customer contact staff to handle diverse queries and feedback. Assess Impact and Effort: Impact: High - Effective handling of queries and feedback is crucial for customer satisfaction. Effort: Moderate to High - Comprehensive training programs may be required. Prioritize Strategies: High Impact, High Effort: Develop specialized training modules for different types of queries (technical, billing, general inquiries). Implement role-playing exercises to simulate real-world scenarios. Moderate Impact, Moderate Effort: Provide ongoing training sessions to keep staff updated on product/service knowledge. Utilize case studies to illustrate effective handling of diverse customers

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2 Define your customer contact standards and goals

The next step is to define your customer contact standards and goals for each category of customer queries and feedback. These are the expectations and outcomes that you want your staff to achieve when they interact with customers. For example, you may have different standards and goals for responding to a simple inquiry, a positive testimonial, a negative review, or a complex problem. Your customer contact standards and goals should be aligned with your brand values, customer service philosophy, and business objectives. They should also be measurable, realistic, and consistent across all channels and platforms.

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Marine Deck

Experte Relation Client | Podcast Le Client | Formation Devenir un pro de la satisfaction client | Conférences, Masterclass | Lauréate AFRC??
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Ces objectifs "qualitatifs" constituent votre politique client. Ils servent de boussole assurant une approche unifiée envers les clients. Plut?t que d'imposer ces principes, la politique doit être mise en ?uvre en collaboration avec l'ensemble des conseillers, menant à l'élaboration de signatures de service uniques et favorisant l'adhésion lors de la mesure. Les objectifs "quantitatifs" sont les SLA : Service Level Agreement / accord de niveau de service.

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Syed Umar

CSM@Netomi | PlotX | MoonfrogLabs | Unacademy | Rapido
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Low Impact, Low Effort: Establish a robust knowledge base accessible to staff for quick reference. Encourage continuous learning through self-paced online resources. Summary: Prioritizing training strategies based on impact and effort ensures a comprehensive approach to handle various customer queries and feedback. Specialized modules, continuous learning, and practical exercises contribute to a well-prepared customer contact staff.

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3 Provide your staff with the right tools and resources

The third step is to provide your staff with the right tools and resources to handle different types of customer queries and feedback. These could include scripts, templates, guidelines, FAQs, knowledge bases, manuals, or other reference materials that can help them to answer questions, address concerns, resolve issues, or express appreciation. You should also equip your staff with the appropriate technology and software that can facilitate customer contact, such as phone systems, chatbots, email platforms, social media tools, or CRM systems. These tools and resources should be updated regularly and accessible to your staff at all times.

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Cecilia Dey

?? Coach de Carrera ?? Generación de Contenido ??Liderazgo ??Evaluación de CV ??Mi pasión... Las personas.??Mi propósito... ?Impulsar su crecimiento
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Las personas que están enfocadas a la atención de clientes deberían, primero, conocer su propio estilo personal y luego aprender de los demás estilos. De esta forma se asegura que el cliente va a recibir una atención a la medida. También aprender qué es lo que hay que evitar de acuerdo al estilo personal de cada uno. Esto ayuda a que la comunicación sea fluida y que nos sintonicemos mejor con nuestro interlocutor. Respecto a nuestro propio autoconocimiento, es importante saber qué nos molesta y estar muy atentos a comprender que LA RABIA O MOLESTIA de un cliente, no es de tipo personal. Somo los receptores de un problema a solucionar.

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Marine Deck

Experte Relation Client | Podcast Le Client | Formation Devenir un pro de la satisfaction client | Conférences, Masterclass | Lauréate AFRC??
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Vous pouvez aussi répartir les appels selon les compétences métiers. C'est-à-dire attribuer des compétences majeures et mineures aux collaborateurs. Cette méthode permet de mieux exploiter les compétences diversifiées de l'équipe et d'assurer une meilleure couverture des différents types de demandes clients.

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4 Train your staff on the best practices and techniques

The fourth step is to train your staff on the best practices and techniques for dealing with different types of customer queries and feedback. These skills and methods can help your staff communicate effectively, empathetically, and professionally with customers. This includes listening actively and attentively to the customer's needs and emotions, asking open-ended questions to clarify and confirm the customer's situation, using positive and polite language and tone to convey respect and rapport, apologizing sincerely and taking responsibility for any mistakes or inconveniences, offering solutions or alternatives that match the customer's expectations and preferences, following up and following through on any promises or commitments, as well as asking for feedback and suggestions to improve your service and satisfaction.

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Maharajan Chidambaram

Director, Customer Experience Analytics @ Flipkart | E-commerce | Supply Chain | Transformation through Strategy, Design, & Analytics
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While there are standard sets of guidelines to address a particular type of query from customers, one area that agents need to be trained better on is the ability to anticipate associated problems and offer proactive solutions upfront while addressing the current issue. For instance, if a customer requests for a change in delivery date of an item, the agent should foresee the implication of this date change request on a subsequent process. If this is a product that also requires an installation service after delivery, the agent should also provide a revised installation date. Anticipating a potential problem and addressing it upfront showcases a problem-solving mindset, which customers tend to appreciate during any CS interaction.

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Marine Deck

Experte Relation Client | Podcast Le Client | Formation Devenir un pro de la satisfaction client | Conférences, Masterclass | Lauréate AFRC??
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Les outils contribuent à cela. Par exemple, avec un outils de recommandation personnalisée. Il offrira un double avantage. D'une part, il permet de proposer des produits et services qui correspondent vraiment aux attentes et besoins des clients. D'autre part, il facilite la tache des agents du service client en leur fournissant des informations pertinentes et adaptées à chaque appel.

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Cecilia Dey

?? Coach de Carrera ?? Generación de Contenido ??Liderazgo ??Evaluación de CV ??Mi pasión... Las personas.??Mi propósito... ?Impulsar su crecimiento
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La atención al cliente es transversal hacia el exterior e interior de la organización, por lo mismo, hay que profundizar en los estilos de comunicación, qué es lo que los otros esperan y qué es lo que hay que evitar. Esto sucede también al interior de las organizaciones, algunos esperan informes de 30 hojas y a otros les basta con una explicación de 2 líneas. Esto mismo sucede con la atención de las personas. Estar siempre atentos a que somos un intermedio entre el cliente y algún problema no resuelto. Nuestra función es satisfacer la necesidad que no ha sido cubierta. Es altamente valorada la creatividad y sencillez para dar respuestas.

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5 Monitor and evaluate your staff's performance and feedback

The fifth step is to monitor and evaluate your staff's performance and feedback on handling different types of customer queries and feedback. This involves assessing how well your staff are meeting your customer contact standards and goals, and how satisfied your customers are with your service. To do this, you can observe and listen to live or recorded customer interactions, review and score customer contact reports or records, collect and analyze customer feedback surveys, ratings, reviews, or testimonials, conduct regular performance reviews or appraisals with your staff, and provide constructive feedback and recognition to them.

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Marine Deck

Experte Relation Client | Podcast Le Client | Formation Devenir un pro de la satisfaction client | Conférences, Masterclass | Lauréate AFRC??
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Il s'agit de deployer la grille d'évaluation des appels entrants et/ou sortants. Sa fonction : observer et noter la qualité de discours des collaborateurs tant sur le fond que sur la forme. Il faudra veiller à aligner les critères d’évaluation avec la stratégie de l’entreprise (vue en point 2)

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6 Continuously improve your customer contact training and processes

Continuously improving customer contact training and processes based on staff performance and feedback is an essential step to identify the strengths and weaknesses of customer contact practices. To enhance service quality and customer loyalty, you can use various strategies such as updating customer contact standards and goals, providing ongoing training and coaching to staff, encouraging staff to share best practices, seeking external advice or support, and testing new tools, techniques, or ideas.

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Catalina Nú?ez Ibarra

Transformo la relación con tus clientes. Creo soluciones efectivas que mejoran la satisfacción y lealtad. Automatización de procesos | Feedback continuo | Análisis de datos | Personalización | Comunicación efectiva.
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A mí me ha resultado lo siguiente: 1. Contar con un manual de procesos actualizado, con las tareas más frecuentes y las menos frecuentes, ojear cada vez que se tengan dudas. 2. Realizar reuniones con distintas áreas de la empresa, resolviendo dudas que presentan los clientes y cómo su departamento puede apoyar o es parte del cuello de botella, generar acuerdos y mejoras en los procesos. 3. Ofrecer ayuda y apoyo a las demás áreas para que puedan hacer más expedito el flujo de la información y las soluciones a los clientes demoren lo menos posible. 4. Trabajar en equipo tanto con los colegas directos y a su vez con los demás departamentos.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you train your customer contact staff to handle different types of customer queries and feedback?

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2

3

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5

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1 Identify common customer queries and feedback

2 Define your customer contact standards and goals

3 Provide your staff with the right tools and resources

4 Train your staff on the best practices and techniques

5 Monitor and evaluate your staff's performance and feedback

6 Continuously improve your customer contact training and processes

7 Here’s what else to consider

Customer Contact

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