Your team's response time is lacking. How can you make customers feel valued again?

In my experience a clear conversation is essential to really understand how the lack of communication is affecting our customers. The first most important action to do is to ensure that all problems were solved, or at least well addressed to be solved. Internally, at the company, identify the current process flow that needs to be adjusted and hear from the personal what their impressions are and also give the opportunity for them to contribute with ideas and thoughts that will help to find the best way to follow.

Find out why you have a bad response time make the customer feel valued and make sure you apologise and explain why the slow response

Identify the cause: workload, lack of resources, waiting on other departments or outsourced information. Resolution: discuss possible resolutions to reduce response times to customers. Centralised information, importance of customer responses trained out to non customer facing departments. Honesty: Reassure customers that the matter is being worked on, where possible give explanation of delays and a time guide of when to expect an answer by. Improve along the way: we can learn even from good services. Why does something work and can it be implemented across other responses, are other resources available that could be shared. Empathy: Make the customer feel heard and taken care off to your best ability.

Prioriza??o e hierarquiza??o das tarefas: quando existe hierarquia dos tipo de consulta e reclama??es, os tempos de resposta se tornam mas eficientes. O time de Supervis?o deve ser claro com os objetivos de atendimento, com métricas realistas e compensa??es (pudendo ser monetárias ou de outro tipo) para quem superar com cresces esses alvos.

Call the customer by name and make sure you have all details on account at hand to help the customer the best way you can it is important to make the customer feel valued and the call is personal to them

Answer calls promptly & in a friendly manner, even if you have to place someone on hold. Ask for their name so you can address or thank them by name. Apologize for any delays & thank them for their patience.

The phrase "one-size-fits-all" simply doesn't apply when it comes to delivering outstanding customer service. In my approach to client relationships, I prioritize identifying and understanding the unique needs of each customer. By tailoring solutions specifically to those needs, my goal is to move beyond merely great service to providing an exceptional experience. This means being proactive, truly listening to their concerns, and consistently delivering value that not only meets but exceeds their expectations. By focusing on what makes each client unique, I create connections that go beyond business, fostering genuine relationships built on trust and long-term satisfaction.

Identify where bottlenecks are occurring and implement AI solutions to automate routine tasks and speed up responses. Additionally, focus on personalizing contact—use customer data to tailor interactions and address individuals by name. This personal touch, combined with efficient handling, shows customers that they are valued and enhances their overall experience. #CustomerServiceManagement #AI #ResponseTime #PersonalizedService #CustomerExperience #Automation #Efficiency #CustomerSatisfaction

In my experience, providing proactive updates is key to successful and sustainable communication and relationship with the client/customer. A situation that should be avoided at all costs is the client/customer feeling like they have been forgotten, especially when the project or task at hand has run into issues in timeline or there are change notifications. Providing an "update" communication; whether it be a 'just checking in' email or call, even though there may be no outstanding status movement, is better than going silent on the client/customer.

Make sure you have all up to date information if time is delayed explain to the customer why and give an estimated time scale for time they will be waiting in a queue or for you to respond to enquiry

Uma coisa que acho realmente útil é ser proativo, algo que se perde no volume de atendimentos. Conciliar altas demandas do dia a dia entre atendimentos e proatividade requer uma certa habilidade, que pode ser alcan?ada por todos. No entanto, apenas aqueles que realmente se comprometem e acreditam nos produtos, processos da empresa e nos cargos que ocupam atingem esse grau de excelência. Proactivity is essential but can be challenging amid the daily demands of customer service. While anyone can develop this skill, only those truly committed to the company's products and processes achieve excellence.

Additionally, provide proactive updates—keep customers informed about the status of their inquiries or issues before they have to ask. Regular updates not only enhance transparency but also show that you’re actively working on their concerns, improving their overall experience and satisfaction. #CustomerServiceManagement #AI #ResponseTime #ProactiveUpdates #CustomerExperience #Automation #Efficiency #CustomerSatisfaction

Automated acknowledgements can act as a stepping stone and also help to guide customers that may not need to wait for a response in the first place. The immediate confirmation that their enquiry has been received can be reassuring and it's an opportunity to let customers know when they can expect a resolution. Guiding customers to self-service options could save them some time. For example you could outline some of the action they can make via their customer accounts or direct them to a FAQ so customers can resolve simpler issues on their own.

To address your team's response time issues and make customers feel valued again, start by assessing delays and implementing AI solutions to streamline routine tasks. Empower your agents by providing them with the tools and authority they need to resolve issues quickly and effectively. Training and support help agents feel confident and capable, which enhances their ability to deliver prompt, personalized service and ensures customers feel truly valued. #CustomerServiceManagement #AI #ResponseTime #EmpowerAgents #CustomerExperience #Automation #Efficiency #CustomerSatisfaction

People are capable of learning & growing, don't trap them into one job or category. Train employees to handle small matters, & give them authority to do so. For example, let a cashier authorize a small coupon, you shouldn't have to hold up a line & wait for a manager to respond for $.50 off of an item.

Continuous improvement should always a be a top priority for any team / business. Genuine customer or client feedback is always incredibly valuable at outlining what you are doing well and where there is room for improvement. If used properly, flaws in processes or communications can be identified and improved upon which in return will enable better experiences for customers.

Make sure your agents have all the tools they need and empower them by giving them authority to make decisions without having to have team leader permission to carry out task

Find out what causes the situation, if it's the resources ( material or human) or time constraint, get a lasting solution to it. Acknowledge and Own the mistake, talk to the client, apologize and reassure the client to gain his trust. After that, maintain the positive side of service delivery to avoid further challenges.

I’ve found that incentives and rewards are effective in retaining good employees! How I go from good better best I never let it rest until my good becomes better and my better becomes my best!