What are the most important lessons to learn in your first year of customer service management?

I have found the following things worked for me when I was handling customers directly: -Establish a Customer feedback mechanism. Use tools like Email WhatsApp, Slack, Google Meet, MS Teams, etc., so they can provide feedback. Make it clear to them that their feedback can be asynchronous which means they can put it there and you will look at it later for sure in case you are not available at that particular time. - You don't like to micro-manage your employees. Similarly, you don't want to micro-manage customers. Please do not pester them. Make sure you implore them to extend the same courtesy to you. - Hear your customers out, read the fine print from their messages, and make good timely decisions. No knee-jerk reactions, please.

In both large and small organization's , a leader's action make up a fraction of the total number of actions taken across the company. As leaders individually represent a small percentage of the organization's overall activity, in both success and failure leaders need to display without doubt that they know their teams; strengths, weaknesses, preferences and what feeds each team member's prey drive towards attaining both individual and team goals.

One thing I found helpful was prioritising service delivery recovery. It is important to understand that a dissatisfied customer can easily become an agent of no-business to your firm and this can greatly impact on your sales or performance. As we know, bad publicity spreads faster than good ones and this will and can only happen if you let a disgruntled customer walk out of your premises if you don't fix the situation at that very moment. So, if you always want to keep the customer happy, a good service recovery will move them from your regular customer to the service's personal ambassador who will preach your good news to anybody that requires your services.

In my first year of customer service management, building trust with my team was crucial. I recognized the need to shift from my familiar role of handling tickets, understanding that my responsibilities had evolved beyond frontline tasks.

I am in so much agreement with everything that was said here. This was how I had the best set of Employees and Team as a CSM. This advice right here is the key to being successful. Especially in having or developing that competitive edge. This will make your department or company stand out as a reputable one by delivering exceptional customer service.

No ambito do atendimento ao cliente, compreender os clientes vai além de simples transa??es comerciais. é fundamental mergulhar nas motiva??es e expectativas que impulsionam as intera??es.

Most companies make decisions with woefully little customer insight. Instead, people often rely on gut feelings or outdated anecdotes about customer needs, desires, and feedback. But any meaningful improvements to customer service require companies to embed deep customer insights into every aspects of the operations.

The concept of "knowing your customers" holds various interpretations among service providers. It is not uncommon for them to analyze and categorize it into distinct segments in general. A truly exceptional winner never views each customer as identical, but rather, possesses an unwavering curiosity to glean every intricate detail about them. Make each customer feel uniquely special and that you are for them, and I believe that you have won their heart over.

Al conocer al cliente por primera vez, se debe tener al menos tres preguntas importantes, ?Que es lo que está buscando? ?Para que lo usará? ?Tiene algo en mente o ya conoce nuestro servicio o producto?, las respuestas a estás preguntas son cruciales para poder ayudar y satisfacer las necesidades de nuestros próximos socios

It is important to establish a rapport. You must give them an opportunity to tell you about their lives and their work. If you cut them off and start trying to sell them things that will not benefit their life you will loose that customer. Value in products are only magnified if you understand what the actual benefit is to the customer and accentuate features. Getting to know your customers will allow them to feel safe and secure. They will also reach out to you for guidance in the future as there needs change.

When Customer Experience is integral part of company culture and not managed as a separate activity or focus area, it then means the CX metrics are integrated into executive scorecards and business operational reviews while CX behaviors are reinforced across organization, including HR processes like competency models, hiring criteria, on-boarding process, training and performance reviews.

El conocer los objetivos, tanto de la empresa como del cliente, es de suma importancia, ya que de esa manera se pueden alinear para obtener los resultados deseados, un CRM es una herramienta ideal y muy sencilla para poder dar seguimiento a la gran tarea de satisfacer las necesidades en conjunto

There are several ways to keep up with this. A board with goals for every one, the board should show where you are with your sale and how many days you have to reach that goal. KPIs are important so you can see how you are progressing. It shows how many products you have sold and where you are in actual sales.

I have gone six months in a job without my manager even mentioning the things my performance is measured by. It only came up when I asked. It is a disservice to me and the company to leave your team members in the dark about what they should focus on improving.

Metrics like CSAT (Customer Satisfaction), NPS (Net Promoter Score), and FCR (First Contact Resolution) are crucial. It was found that a 5% increase in customer retention can boost profits by 25-95%. Utilize analytics tools like Google Analytics to track these metrics. Consistent monitoring and adjustments based on insights are key.

Internal measurements may provide a sense of how the business operates, but they don't give a true evaluation of customer experience. That is why companies need to establish tools and programs that enhance the customer experience-like the Voice of the Customer; letting customer input drive priorities , decisions, and investments.

Operating in the frame work where the employees and company management is ignorant of the customer's challenges or where client's obstacles are remain a blind spot to the staff ; is to operate in the zone of unconscious incompetency hence failure is inevitable. When a company, organization, business or economy is underperforming; it does not need to fire or employ new staff or to get extra resources from outside to change its performance or results. Instead, it unlocks this higher performance or better results from what the organization already has; its underutilized and unused human and non-human assets and resources.

Identify common issues through trend analysis. 70% of challenges are recurring. Use apps like Zendesk explore to categorize and address them systematically. Encourage a problem-solving mindset in your team. As Henry Ford wisely said, "Don't find fault, find a remedy."

In the case of both profit and non profit direct service organizations, all management and staff seek to build strong realtionships with those they serve. The customer relationship if often single biggest determinant of whether customers will stay engaged buying or learning they by achieving the desired profits.

Building a robust professional network is critical. 85% of jobs are filled through networking. LinkedIn are invaluable. Enhance the relationships with industry peers and influencers. Attend conferences and webinars. As Reid Hoffman noted, "The professional dream of the 21st century is the ability to be in two places at the same time – at home and at work."

>> Unreasonable Demands: Sometimes customers may have unreasonable demands or expectations. While it's important to try to satisfy customers, there's also a need for businesses to manage such situations diplomatically without compromising their principles or operational capabilities. >> Dealing with Egos: Customer interactions can sometimes become a battle of egos, especially in contentious situations. Skilled customer service involves navigating these scenarios tactfully, aiming to resolve issues while preserving the customer's dignity.

Put Yourself in the Customers’ Shoes! One of the best advices my manager once said to me is “Switch places to understand the customers’ point of view” which I did and I never see things the way it was again. Knowing where your customers are coming from made me feel empathy toward them and constantly doing my best to satisfy their needs in the best way possible. This trick work wonders if you have issues in facing customers and fulfilling your responsibilities towards them. Try it yourself. Switch roles and you will be surprised.

The first year of customer service management is a time to develop essential skills, build strong relationships with your team, and focus on delivering exceptional service that leads to satisfied and loyal customers. -Learn to prioritize tasks and manage your time effectively. Balancing daily operations, team management, and strategic planning is key. -Encourage your team to find solutions to customer issues and empower them to make decisions. -Realize that retaining existing customers is often more cost-effective than acquiring new ones. -Don't forget to take care of your well-being. Customer service management can be demanding, so prioritize self-care to prevent burnout.

In any business entity a customer is considered as a life wire of that business. Customer patronage constitute the growth of the business. Hence a customer needs 1. Recognition: A customer needs appreciation for contributing to the business and existing relationship. A customer wants to be appreciated for patronage. 2. Attention : A customer wants to be listened to in every circumstance. A very qualitative aspect of customer services and management is being very attentive to customer complaint in order to suggest and effect credible solutions. 3. Respect: A customer needs to be respected as an existing part of a growing business. It is very important to exhibit total humility 4. Follow up on customers to ensure customer satisfaction.

In your first year of customer service management, focus on fostering effective communication, empowering your team, implementing feedback loops, and staying adaptable to customer needs. Building a positive team culture and consistently refining processes are crucial for long-term success. Aligning the employee mission with a sense of purpose involves cultivating empathy within your team. Encourage a customer-centric mindset by emphasizing the impact each employee has on customer experiences. Regularly highlight success stories and connect individual roles to the broader goal of helping clients. This creates a shared sense of purpose, reinforcing the importance of empathy in understanding and addressing customer needs.