You're managing customer service and support. How can you ensure a positive experience for your customers?

Customers do not expect us to be perfect. But they do expect us to know everything about our products and services, and how to resolve issues when they come up. To deliver a positive experience, we should ensure that you always deliver on our promise. When we are unable to do so, we should keep the customer informed. When we fail to deliver a promise, we should engage the customer before they complain and advise them on what we are doing to resolve the problem. Keeping the customer engaged throughout their journey with us is fundamental to giving them a great experience.

-Listening to their problems -Pitching a solution with realistic timelines. -Commitments can fail, but doesn’t mean there’s any reason to shy away in accepting and working towards a plan B -Honesty and Transparency

Focado na minha experiência dos treinamentos de Atendimento ao cliente ,a importancia de entender a necessidade e expectativas do cliente, e ter em mente qual a jornade deste cliente dentro da empresa para que possar ser atendido e que fique satisfeito com o atendimento, e para que isto ocorra , é importante cuidar para n?o passar por muitos colaboradores, e cuidar para todos da empresa saibam sua miss?o e os processos da empresa ao invés de dificultar o atendimente , e criar a teoria de Noé, que é muito comum, noé comigo, noé com ele, noé com ninguém e o cliente fica perdido. Importante ter dados para mensurar este fluxo e poder ajustar sempre.

- Carryout a thorough research before reaching out to the company - Understand their need rather than pitching the entire bouquet of services - Engage as an advisor, than a consultant - Showcase the value in your offerings

Eu sempre deixo claro para os meus mentorados e clientes B2B o quanto é importante saber sobre o seu potencial clientes, antes de realizar o primeiro contato. Saber das suas necessidades e preparar uma abordagem personalizada. Isso demonstra o interesse genuíno em melhorar o cenário e estabelece confian?a durante a negocia??o.

Na minha empresa, @Matchez, medimos todas as etapas do nosso processo e apresentamos de forma clara e transparente aos nossos clientes. Entregamos reuni?es qualificadas e o grande objetivo é manter a taxa de convers?o no percentual adequado para o meu cliente. Também implantamos o SLA, onde temos o ?nus no n?o batimento das metas e o b?nus na supera??o da meta. Isso tem estabelecido uma rela??o de parceria e muita confian?a com os nossos clientes.

In my experience,what is not measured does not get done .There should be well researched signpost for outstanding customer service event that is world class and aligned to the company’s strategy,this should be surveyed regularly from customers at most touch points

Absolutely, ensuring a "wow" factor for customers and fostering repeat business involves a combination of strategic focus, meticulous execution, and a commitment to becoming a trusted advisor.

Defining clear standards and goals for customer service excellence by defining quality, speed, and satisfaction benchmarks. Utilizing tools such as service level agreements (SLAs), key performance indicators (KPIs), and dashboards, we measure and monitor performance closely. Recognition and rewards are given for meeting these standards, ensuring alignment with business objectives, customer expectations, and industry benchmarks.

Yes , such alignments clear focus and execution will be key to success, how to ensure wow feel for customers,ensure repeat business ,become good advisor for customers, need based providing financial solutions to customers will of grant help in this direction.

The basic rule for a team to be successful is getting trained and then on the go training of experiences and how to handle them is important. The other part is believing in them empowering them with confidence to make mistakes & learn from mistakes so that new mistakes can be made for further learning. And as a leader you need to stand with them for helping them learn & correcting their mistakes.

Equipe treinada, com toda certeza o atendimento aos clientes será realizado com excelência. Importante acompanhar o desempenho da equipe para que cada colaborador seja treinado na sua deficiência. Automatizar processos e nunca abrir m?o do atendimento humanizado é o que eu acredito e fa?o na minha empresa.

In the realm of customer service, training your team is pivotal. Thorough training programs, complete with clear guidelines, arm employees with the expertise needed to deliver exceptional service. Empowering them with effective communication skills and problem-solving techniques ensures confident interactions with customers. Providing autonomy within defined parameters enables quick and informed decision-making. Continuous training not only refines their skills but also fosters a culture of adaptability, crucial for navigating diverse customer needs. A well-trained and empowered customer service team becomes a cornerstone for delivering consistently outstanding experiences.

Sitting with your team in a classroom to learn what they learn is boring. However, sitting with them, learning what they learn and adding a coaching role to your own task will lead to success! I have always taken the time to coach my team while they are on the go! spend time with them going to the client, asking them where they need me to help and set clear objectives for the meeting and right after, exchange feedback. My team is empowered by collaborative efforts! In most instances, when I assign them a task, I let them lead from beginning to end. This helps them take control, make decisions and learn from their experience, knowing their manager is there to back them.

De todas as experiências que tive, sempre carrego um grande ensinamento. "Seja o exemplo". Quer que seu time trabalhe como você gostaria? Mostre como, mas incentive-os a ir além. Treine profissionais para serem melhores do que você e também aprenda com eles.

A comunica??o tem que ser clara e eficaz com o cliente desde o primeiro contato. N?o pode existir dúvidas, principalmente nas informa??es que o cliente precisa fornecer para que a entrega aconte?a. Comunica??o clara, menor a chance de ruído na rela??o com o seu cliente.

If you have a product or service your customer can be global. It is important to engage with your customers in the language they understand and in the medium they prefer. Having clear communication strategy with a global reach and regional perspective will go a long way in building loyalty and trust with your customers.

To elevate the customer experience, foster a team ethos centered around 'Together We Excel.' Encourage open dialogue and collaborative problem-solving, creating an environment where every customer interaction becomes a symphony of coordinated excellence. By emphasizing teamwork and shared commitment, your team can seamlessly work together to deliver outstanding service, ensuring that each customer engagement is a harmonious blend of expertise and coordinated effort.

Be committed to continuous enhancement of customer service and support. Actively collect and analyze customer feedback through surveys, reviews, testimonials, and analytics. Identifying, addressing, and preventing customer issues is a priority. To ensure ongoing improvement to elevate customer experience, satisfaction, and retention

Comunica??o e colabora??o eficazes. Garantir clientes informados e satisfeitos requer comunica??o ativa, utilizando ferramentas como e-mail, telefone e mídias sociais. Ao mesmo tempo, colaborar internamente é crucial, promovendo a troca de informa??es e feedback. Essa abordagem fortalece relacionamentos com os clientes e a equipe, construindo confian?a e lealdade.

Ask your clients, external and internal partners what you could be doing differently or better for them? Don’t be afraid of constructive feedback - it shows your willingness to grow.

To continually enhance customer experience, adopt a 'Learn, Adapt, Thrive' mindset, embracing feedback and innovations to refine your service approach, always aiming for the zenith of customer satisfaction.

Resolve issues and challenges 1 step at a time. You will learn and improve at the same time. -Identify. -Control. -Prevent. -Assess. -Educate. -Develop.

One of the easiest ways to understand the customer experience is to walk in their shoes. Evaluate the timeframes, friction points etc. complete regular competitive analysis and create a roadmap for increasing value to the customer and ultimately organization. If there is a budget, customer and employee focus groups, design thinking strategies sessions etc. can bring a lot of insights not picked up in reports.

I would make sure to be aware of external services/products to best serve my customers. This made sure that I wasn’t just self serving and that I was doing best by them. This also displayed my candor and integrity and they would always come back and allow me the opportunity to help again. This also kept me aware of my level of service and I would ask them about how I could improve periodically.

As a real estate operator we use tools that are specific to investor needs, satisfaction and ease of use. For example our CRM allows us to automate opt-ins, create email drop campaigns, update investors on current deals progress, etc. However we also use a separate tools that enhances the investor experience, allowing them to sign documents, wire funds, review deals and set up calls with any questions to ensure the highest for of customer support. Each tool must have a purpose that increases the client satisfaction and your company efficiency in a valuable way.

As ferramentas certas n?o apenas agilizam os processos internos, mas também contribuem significativamente para a entrega de um servi?o de qualidade. Ferramentas específicas e eficazes permitem uma gest?o mais precisa das intera??es com os clientes, facilitando o acompanhamento de suas necessidades, preferências e histórico de intera??es. Isso possibilita um atendimento mais personalizado e eficiente, o que contribui para uma experiência mais satisfatória. Além disso, as ferramentas apropriadas podem otimizar a produtividade da equipe, agilizando tarefas e processos, o que resulta em maior eficiência na entrega dos servi?os ou produtos aos clientes.

While the onus is on the firm, compliance with each state you're doing business in, and Federal regulations must be adhered to within your corporate toolkit. Functionality, yes, security, watch out for the legal dimension of customer privacy issues, they abound. Many items should be left on the system, period. Paper printout items, from when point of contact for resolution initialized, might be purged after issues are closed. Reliability is paramount. Repeated systems being down makes for looming liability issues and public perception of general responsiveness could easily be diminished.

To excel in customer experience, wield a 'Toolkit of Triumph' - select and master the right technological tools and systems that streamline service and magnify customer delight.

Using the right tools is crucial in making our customer journey, a positive one. We have spent the last 2 years experimenting on different solutions to the client user journey as smooth as possible. The balance comes when we look to make the process smooth from our side too. In Financial Services, each company will be set up different, and there might only be a few different combinations of structure (Directly Authorised, Authorised Representative etc.), however there are thousands of different combinations of tools and systems. You should choose those that help you achieve your client goal first and company goal second.

In my extensive banking career, prioritizing customer service was non-negotiable. Key strategies that ensured a positive customer experience included simplifying communication for transparency, applying banking insights to empathize with customers' financial concerns, and resolving issues promptly. Proactive assistance, continuous improvement through feedback loops, and staff training in effective communication were also pivotal. Also, fostering a culture of relationship-building is integral to excellent customer service observed in banking. By implementing these strategies, we can create an environment where customer needs are anticipated, challenges are resolved efficiently, and lasting connections are forged.

Throughout my career, I’ve found the single most important factor for great customer experience is the culture in an organization. An enabling culture is one that is open to receive and act on feedback from both internal and external sources; one that encourages experimentation as there’re ever novel issues to be resolved for each customer; and a culture that rewards excellence as each individual is motivated to go over and above to meet and exceed expectations. As a leader, I’ve found this to be the most important aspect of my job, together with a continuous fight against bureaucracy to open up spaces for people to communicate easily and effectively.

- Customer centric mindset - Always available to customer in crisis - Effective Governance- Daily, weekly, monthly etc review meetings.

Hay que tener en cuenta a los “no clientes”. No solo a los clientes. ?Por qué alguien no es mi cliente pero sí es de otra organización? ?Qué le dan allá que no tengamos nosotros? ?Qué nuevas soluciones puedo entregar a los “no clientes” para que se vuelvan mis clientes?

I want you to know that ensuring your employees are aligned with the core purpose of your business and understand the significance of the products or services provided to customers is paramount for fostering an outstanding customer experience. To achieve this, it is essential to establish transparent expectations concerning service delivery and implement robust systems and processes that empower your team to deliver high-quality service consistently. Equally crucial is the readiness to fulfill commitments and the humility to promptly acknowledge and rectify any mistakes.