What's your plan for customer service that aligns with your goals?

un des enjeux majeurs de nos jours pour les services clients est la dématérialisation. Nos services clients doivent anticiper les nouvelles législations et avoir une longueur d'avance. EDI est un de ses objectifs clefs. Si nos objectifs sont clairs et compris par tous ils sont plus facilement atteignables car tout le monde va dans la même direction.

And who is responsible for that? The employer of course A team member/ staff member can do so much. They are limited by time so the employer must give them that time to learn. Having said this, the team member must be pro active, seek, look, read, ask and the answer will come. Then apply it. And do on. I can’t put it all here in writing. There is a lot to say.

An important part of the equation is to ask yourself "Who are my customers?" It's crucial to understand you have both internal and external customers. Your peer, the temp agent and even management should not be excluded from your list. Exhibiting consistent behaviors in every scenario becomes second nature.

Great coaching sessions can include listening to member recorded calls. Allowing members to listen/watch their interactions gives an insight with the overall success of the task. Talking through the interaction is the next step. Asking the team member evaluate themselves to name the successes of the interaction allows the members to recognize their strengths. Additionally, asking what improvements could have produced a more positive customer experience triggers self-reflection. The end result can be a plan to improve upon areas and to set expectations for short-term changes. This type of training allows the team member to be involved and to assist in setting their own goals.

Ask yourself these questions when evaluating your level of improvement: 1) What's not working? 2) Does a process need to be updated or reworked? 3) Is the information provided clear and easily followed? 4) Is there a follow-up needed to ensure satisfaction? 5) Set a timeframe on each enhancement to evaluate progress.