12 de May de 2016 in Blog, Help Desk, knowledge
If you are a fan of the film and comic book world, certainly eagerly awaited the premiere of Captain America: Civil War and should know all about the comics Civil War Marvel. And we like the genre admirers could not pass up the opportunity to talk about two issues that we love: support / customer service and nerd culture.
This promise to be one of the best films of Marvel (so far and hopefully not be wrong to guess) and in every corner there is a battle almost epic between duty geeks, fans of the genre, about the best team: #TeamCap headed by Captain America or #TeamIronMan led by Tony Stark.
Letting go a bit this focus on who will win the battle or what the best team, let’s make a fun exercise thinking as we IT managers, who are we? #TeamCap Or #TeamIronMan ?
Let’s see what each has to offer in terms of leadership?
As Steve Rogers, or better, as Captain America, an IT manager #TeamCap is defined first and foremost by its values, many of which may even seem too traditional, know how to use emotional intelligence to face their problems and defend their ideals.
There is nothing more important to him than the personal ties, old friendships (as the winter soldier), this means that this manager will always give the guy to beat for his team, even when errors occur.
For being the bridge between company executives and staff is one who knows how to listen to his players, motivating people is its key role as the leader of a team should play, he always puts the professional growth, technical training and trust in the environment.
In fact, the “traditional values” of the manager #Teamcap are so strong that he is willing to face and go against the “system” always thinking about the greater good, if he feels that this is distorting.
To create your team, the manager #Teamcap knows he has to add people who are experts in their fields and as the Captain recruits Ant-Man, this manager will seek the best in their area no matter where they come from.
But most important of all is that Rogers (or Captain) never surrenders, even when it seems that everything is wrong: stuck planning, budgeting needs to be reconfigured, there are challenges and more challenges … He shows no fear at these “opponents” and even He says: “I can do this all day.”
The #TeamIronMan manager on the other hand is just like Tony Stark, much more pragmatic and well inflated ego and simply love the technology, of course has values, but is far more concerned with innovation, even when this has some risk (remember of Ultron).
This manager believes all his skills and therefore the focus of its leadership should face align the work of his team with the organization’s strategic goals to better manage the daily activities of his department. We are always looking for ways to align IT with business needs and generate positive impact for everyone.
Perhaps Stark could be a little more daring, since it tends to have no problem working together with the “system” where it considers that it has the interest of others as priority, which can be misleading sometimes.
Many times this type of manager can get carried away by the project that are creating or coordinating and neglecting some important relationships.
Often this type of manager can get carried away by the project that are creating or coordinating and neglecting some important relationships.
To create his team the manager #TeamIronMan seeks to give opportunity to new people no matter who do not hold as much experience, as long as see them great potential. That’s why Spider-Man is perfect to work with him.
The most important of Stark (or Iron Man) is always on the move with his projects, always trying something new and in the first 45 times their attempts were not successful, but doesn’t matter he would try other 45 times.
What about you? #TeamCap or #TeamIronMan?
03 de May de 2016 in Blog, How to, Productivity, Satisfaction
Customer reviews can be a great benefit to the company and you need to know how to use them.
Organizations face many challenges in their day to day, many of them are linked to the customer and the perception that they have of the services/ products provided by the company and the way the consumer sees the company.
Your opinion is formed based on purchased goods and services, but also, based on the service / post-sales / support being provided.
When treatment offered meets consumer expectations it is likely to be favorable to the company, but when the quality of service leaves to be desired, certainly will remain critical to all sides.
And the question is: How can companies take advantage of the negative reviews to improve, evolve?
It’s time the companies see customer critical, negative or positive character, as a diagnosis, as precious data that the consumer shares after all, believe it or not your company makes mistakes.
This client-side feedback can be very valuable if you consider and take advantage of it as it should be.
Identify the errors.
Customer opinions must serve primarily to identify errors that the company commits (of service, quality of product and support).
And usually the sector in charge of dealing with these dissatisfactions (both those related to their own work, as in other sectors) is the service area (either support, or SAC) and this is responsible for managing these critical and use them as a metric of improvement.
Identify improvement mechanisms
When the client issues a negative opinion, this is valuable information, because the message between the lines is “Improve, otherwise will lose to the competition,” this means that there is still hope to be able to meet customer expectations and remain in the market in spite of everything.
And often it can also be a sign that there is still hope for that complaining customer, who doesn’t leave the company, but warns upon his criticism
But what should be done? Talk, ask, about the mechanisms of improvement on actions the customer believes that they can optimize the product or service, as regards their expectations, because may be the dissatisfaction of many other customers / users and nothing better than feedback to give that help in time to improve.
After all, who better than our customers to shows us the way to improve quality in our products and service?
12 de April de 2016 in Blog, Help Desk, How to, Satisfaction
Manage talent, people, is not the easiest of tasks, especially in the case of IT; people management is an area that we should not overlook, whatever the size of the company.
You can always achieve something else (from any area of your business), provided that seek good solutions. Follow some advice to improve the human capital management in IT.
1. Know your talents
Google is a company recognized for its innovative management processes; call your human resources department of “People Operations”. The industry works through an approach of constant monitoring of the motivations and aspirations of its employees.
Obviously your company does not need to keep sophisticated Google’s data system on each member of your team, but you can follow the example seeking to know them.
The easiest way to do this is with regular meetings (and objective) with feedback and organizational climate research.
2. Understand what drives your employees
From the first advice you’ll know what motivates each member of your team and it will be easier to get the best of each.
Remember, not always money is everything. The preparation of a good career plan and reward programs can be more motivating for some employees.
3. Show your own mistakes
A sui generis advice is true, but consider the following: to submit to the team your own mistakes transmit to them more confidence to work, as well realize that they can also make mistakes, a good way to humanize before his subordinates.
This time can also be educational. It will show the subordinate that the important thing is to work to correct these errors as soon as possible. Actively working to solve the problem is more important than doing nothing.
4. Organizational climate.
The good relationship between employees is critical to increase productivity.
Invest in events, trainings putting together different sectors of the company, enabling the interaction between them, through a relaxed mood, outside the corporate environment.
06 de April de 2016 in Blog, Help Desk, How to, knowledge, Productivity
Believe me, if you manager of an IT project has not yet had the luck (or misfortune) to cross with someone hard to deal with on a project, do not worry, it’s just a matter of time.
This implies that you will need a lot of patience and strategy to cope with this kind of person in a friendly way (for good design!) Despite the possible obstacles.
But before, a very important notice: do not destroy bridges! Independent of genius difficult of their interlocutors, remember that all the people who collaborate in the project they want the project go well and reach your goal.
However, many times the war of egos can come to lose everything, if in a day you offer unconditional support, in the following may create a genuine turmoil because the progress of work is not being done exactly as they want, etc.
And doesn’t mean that they have changed their goals, they still want the success of the project, just for professional issues or character (or both together) move to the confrontation.
Don’t take this attitude as something personal and remember that business is just business, professional relationship apart. Whatever happens (of course we are not referring to the extreme, with blows, for example), do not burn bridges and dispose of these people just because they seem to be hindering the progress of work.
You must at first find ways to work with them to break the deadlock.
Now that we have this clear, we will focus on the tips (which can save your team).
4 Strategies to deal with difficult people
Identify and observe them carefully.
It must be done continuously, as stated before, if at first it is an active advocate in another moment can become a stone in the shoe.
But if you are attentive to the signs, his comments on the latest state of reviews, for example, you will not be surprised and have time to formulate possible strategies to minimize the influence of this turbulent personality before the team and the project.
Therefore it is very important to ensure that all channels of communication are always kept open to prevent possible negativity.
Listen carefully to what they tell you.
Try to be aware of where proceed negative comments and use of empathy to analyze this point of view, that’s right, put yourself in the person’s place. In this way you may be able to understand their motivations and goals and who knows even adhere to his or her logic (if it really comes to add to the project).
Make a conscious effort to understand the point of view and ask yourself: How much the opposite view affects the project? Is this perhaps another way to accomplish the project will bring no benefits? Among other issues … The idea is to try to find a meeting point.
Meet with the “rebels” one by one.
Try to gather or when possible to talk to the “rebels” individually.
In this way these people do not feel cornered against others involved in the project; it is important to avoid confrontation, avoid asking brusquely why they opposed the way the project was planned or is running.
Ask open ended questions about their opinions and what they think about the project, stage, etc, remember this is a professional relationship, isn’t personal.
Discover their concerns and motivations.
Discover the motives behind the opposition are a great asset. They are concerned that it will exceed the budget? They are concerned with more technical questions of order or personal? Anyway, many may be the reasons and if you achieves success in discovering the reasons guiding this approach therefore might create a strategy so that everyone is satisfied and continue despite difficulties.
If you can manage the people involved in a project effectively, listening to them and satisfying their needs over the course of a project, you can then benefit from the trust placed in you and your methods.
And that goes for everyone, not just for those who create conflicts…
Have you ever had to deal with difficult people in a project? How did you deal with the situation? Think about it!
29 de March de 2016 in Blog, How to, knowledge, Productivity
No matter how much experience you have, when it comes to projects you will often make a mistake, that’s a fact.
In this chat we want to address some bad practices or mistakes that appear in dealing with IT projects. True, there are many others, we can’t cover all these possibilities in a single text but is a warning.
And although we refer to essentially the management of IT projects, nothing prevents also serve for other types of projects.
Incorrect estimate/project planning
A very common mistake depending on many factors not always a solution at hand. For example, a customer with no clear goals, no official specifications, technical inability to set goals too optimistic or risky (surreal delivery times, reduced staff, unfulfilled tasks, zero quality management etc.).
In the case of this item we know that the sky is always the limit.
Bad distribution of roles in the development team.
This error is usually present when assign roles for availability and not competence.
The risk of delegating an inappropriate person for the job increases as higher is the level of responsibility of the same. A person can be excellent in a function or task and bad in others, so stay tuned.
Some simple measure can perhaps reduce this problem, for example to assess the professional profile of your employees carefully, keep in mind that as a project becomes more critical, the greater should be the empowerment of the managers, engineers, analysts, programmers, etc.
Assume instead of prove.
Dealing on the projects you should have maximum certainty. It is a classic fact that many managers when don’t have the information or it is incomplete assume they know. This is more dangerous to decide in uncertainty.
In the case of ignoring the essential factors, inquire them and formalize them. Get specific, realistic and measurable objectives of the project, time to start and delivery, available resources (technologies, budget, and personnel), requirements specification, risk, among others to prevent surprises or not if they occur, are limited.
Plan does not include all those responsible.
At this stage you should include all employees responsible for the project. In the case of missing responsible for the accuracy of the planning will be affected and this may hinder the understanding of the schedule and setting of targets.
This is particularly delicate in the case of directors. So it must have complete description of the roles of each team member in this project, design of the program, its phases, activities and tasks, the resources required for each activity, a good communication plan and risk management and the visible support a the least one of the company managers.
Embrace many tasks at the same time.
Be multitasking is today an advantage, mainly in terms of qualification. However, assume many tasks/projects concurrently can make the lowest performance and turn a brake for the whole team.
But then what should do for that not happen?
Well, in case of proven damage to productivity, reduce projects / tasks open at a 25% -50% (WIP – Work in Progress) is an alternative, you can also (if there is no other way) pause or even shut down some projects / tasks to keep open several that are never completed (question of priorities), using agile methodologies that save time without losing quality finally use quantitative methods of planning and control to enable a better distribution of work.
Lack of communication.
Communication is essential in a project. To establish communication is elemental needs a transmitter, a receiver, a message and a protocol.
The absence of these causes confusion, apathy and disorganization and to avoid this some initiatives are very important, such as planning meetings and most important interactions (so there is no loss of time with endless meetings), establish the standards, protocols and technologies to communicate.
Also ensure that any team member involved in the project meet the planning and means available to it, not rely on the software to implement the project, personal contact is often necessary.
Not knowing how to say no.
A project manager may be able to have all the data and tools needed to develop a good plan, manage it, ensure follow-up and achieve a good product.
However a personal characteristic of yours can place to lose the whole team, which is not able to say no. If a manager says no doesn’t mean that it is negative, saying not means that if recognizes the context, conditions and requirements and what is requested cannot be delivered in a timely manner.
Involves a good knowledge of the project and the team, the capabilities and estimates and what you want, what quality level you want to achieve.
Here we have the application of the previous item carried to the extreme, we refer to use the “no” in excess and not adapt to changes properly.
Many managers follow blindly the initial plan, underestimating communication, ignoring suggestions and criticism, forgetting to oversee the mechanical team and adjust your attitude and the plan to the inevitable changes that arise.
This type of manager will never be leader: little by little will feed the antipathy, fear and apathy of its staff members. Your projects can only be met if you have excess resources or a development team of extreme quality.
Too much macro or micro-management
Control freak, unplanned checks, integration solutions off schedule. These problems are usually quite common for managers without much experience or ignore the current tools of control and integration.
The micro-management is negative for the project and fatal for the whole team: not opens space for the development of the employees and nor for the initiative of these and generates widespread discontent.
These are just some of the mistakes and bad practices common in project management, of course there are many others that are out of this list and do so much damage to the project and the team.
What do you think about the issue? What others practices were left out? Do you agree?
23 de March de 2016 in Blog, knowledge, Satisfaction, Software
We begin this chat with an inconvenient truth, but real: a lengthy service with a high waiting time and badly done can cause irreversible damage to the company’s image.Stop making your customers and users waste time!
We begin this chat with an inconvenient truth, but real: a lengthy service with a high waiting time and badly done can cause irreversible damage to the company’s image.
We live in days of speed everything is for yesterday… People are increasingly busy full of professional and social commitments, never the expression “time is money” made as much sense as today.
Customers are not interested in the internal processes of enterprises in their limitations and much less on your goals, just want to satisfy a particular need and want their objectives barriers or other redundant activities.
But how much time should devote to each customer? What is adequate time for service? How to win more agility in the service?
We invite you to see some considerations:
The correct time of service.
For most of us, time is the most precious and the scarcest. How often we forget that the same goes for our customers and users, with many daily tasks?
Perhaps this is why the reduction of waiting times is one of the most valued factors by customers. They do not want to spend more time in a call that is strictly necessary and always appreciate the nimble and quick service.
Many customers complain about the service of some companies because of the waiting time to receive an answer, the inefficiency of operators and bureaucracy in solving problems.
For the customer, everything needs to be fast and simple like a flash. Search this agility and simplicity in service should be the focus of the managers of the area.
Even, is not difficult to find web sites of customer complaints not only by poor service, but also for the lost time that are submitted with those annoying little songs and almost endless.
Ok, depending on the incident, problem or request no matter how keen is the support will not always be possible to meet as fast and efficient as one would like…
Since many times the solution depends on other sectors and factors, there remains to demonstrate to the professional to treat the customer with courtesy and attention as not always the company will have a second chance to make a good impression.
Consumers should never leave the company with the impression that he as poorly attended. This is because as we know, a person can tell his experience negative (or positive) to several others that will tell others and so on.
If there is the possibility of offering compensation for waiting, delay (a discount, toast, extra service, etc.), here’s a way to score points with the user.
But what is the appropriate time for a service that lets customers satisfied? Obviously there isn’t an explicit rule, each case is different.
The great thing is never leave a person waiting especially if the service you are doing has no relation to the subject that the customer will handle.
For those who wait a minute listening to an annoying jingle of elevator becomes an eternity. There are people waiting two minutes, and then are able to tell they waited for more than ten, however, after being initially met, the person looks calmer.
Again: It is up to support professional to devote the necessary time to listen to him and seek the solution to their purchase requisitions.
You should also think that depending on the features of your product or service, will be needed some explanations, recommendations that require more time, patience, but as always depend on each customer in concrete and its case.
Haste the solution should not be the same time to listen to the customer for two reasons: the attendant need to have clear understanding of the issue and the customer needs to feel that you are being served with dedication.
Listen to attention are the main actions. Ask questions and give close attention to responses is essential. The redirection should be avoided to the maximum. Again, training is essential in this case.
Use technology to reduce waiting times.
Good support professionals can accomplish great things when well trained, valued, etc., but they don’t make miracles. The technology should also make life easier, both customers and professional customers.
A good help desk software can make a big difference and so is investment in the company’s reputation and not a cost. Costly it is losing a customer because of poor service.
One of the great tools of a good help desk system is the knowledge base that can be a great ally in time to meet the user with flexibility.
Assists without a doubt to optimize the provision of its services and also increase the productivity of your technicians is through a knowledge base of several known problems that the company has passed and solutions for operational processes.
The main objective of the knowledge base is to obtain and retain the experience acquired by the technicians of the organization and has other advantages which we list for you:
- Shared Knowledge: Once knowledge is shared, all your technicians have access to information and possible resolutions of problems and solutions that occur in the organization.
- Service speed: The time to resolve certain incident (if it’s at knowledge base) will be much faster, considering it was analyzed, studied and resolved.
- Service standardization: As knowledge is shared, all the technicians can do the same to resolve the incidents reported by the users.
- Optimization of the entire team learning: When entering new experiences and knowledge all the staff can improve their knowledge in their respective areas and therefore be more productive.
And the knowledge base can also be made available to your customers / users and will be of great value to them, as they may use this and find solutions and solve trivial problems at any time.
Enough to let your customers waiting the quality of support is compromised signal, promotes feeling of well-being and trust and made correct and efficient manner will cause consumers to recommend the services of your company. Think about it!
17 de March de 2016 in Blog
According to some psychological studies, there are certain attitudes, qualities and common psychological factors to customer service professionals good at what they do.
And in that chat we talk about the main features proposed by Renata Paz Couso in her book ‘Atención al cliente. Guía práctica Techniques and Strategies’. Ideaspropias Editorial, Vigo, 2007.
The justification for using the classification of this particular author is due to the use of a simple terminology that avoids the psychologisms and summarizes brilliantly, the characteristics of those whose work is the direct contact with customers / users, to help or serve them to solve their problems or satisfy their wants and needs, whether in person or by phone.
If you are a support professional make a self-analysis exercise to strengthen how good professional you are or have as a starting point for your weaknesses.
Formal and honest:
There is honesty in his way of acting and ability to engage on business with seriousness and integrity. Before your customers always deliver what they promise and if you cannot explain in a sincere and honest manner without ado.
Never forget to answer customers.
Having initiative means to be active and dynamic, with a tendency to act in different situations and respond quickly to problems.
The professional initiative is in itself taking the reins of care (inside the incumbent), makes the proposals/resolutions, search who really can resolve, does not remain passive in the incidents.
Requests or complaints from its customers motivate to take the steps necessary, you know that things are not done by themselves and not expect others to solve and it is up to others to solve, you know how to collect, track.
Be ambitious on positive sense of the word, have a great desire to improve and grow, will have to overcome more and more. The ambitious professionals has clear goals and strive to improve their results, their work seeks to make the most effective way possible.
It is the professional who seeks to overcome customer expectations, always efficient even when the result does not depend directly on you …
Willingness to serve.
It is a natural disposition, not forced, to serve, to help solve the problems brought by users with ease and dignity.
It means not feel slighted (a) to answer the petitions, customer requirements. Not in any way imply servility, but a strictly professional motivation with clear objectives: customer satisfaction, benefit of the company and job satisfaction for the accomplishment and learning.
Like dealing with people.
Not only has a magnificent ability to establish good relationships with others, but also enjoy them, because they love to deal with people!
You feel comfortable listening, making an effort to understand the user’s point of view and spontaneously is friendly and kind.
This ability to “connect” with customers is priceless and arouses great confidence.
It means to be a person who likes to work in a team, like to work with others to achieve a common goal.
It is a essential quality in customer service, because they can respond with success to customer depends not only of the first-level personnel, but is the result of the work of many people of the company.
Your goal is that each customer is satisfied and you prefer your business to competition and to get it know that often have to leave the ego aside and ask for help and effort of other co-workers.
And when necessary also be willing to help fellow workers. Simple like that.
It has the ability to see things with optimism. Has the constructive approach directed to the solution, not the problem.
It is a vital attitude toward setbacks, seen as an opportunity for learning and personal enrichment, positivity motivates own conduct and propels the action before the others.
Make a mistake with a client serves as learning not to repeat and stimulus to earn their loyalty and compensating for it in a timely manner.
It is the ability to capture small details not always obvious to everyone, it is the ability to see or hear what the lines permit.
Especially useful in customer support is to be responsive to the client’s verbal language: a sigh, a pout or the possibility of being face to face with the customer to approach this, your facial expression, anyway.
These aspects help to know what the tone of the conversation and what strategies to use.
In interaction with people receive a lot of information and messages, the analytics can extract the important secondary, unfolding a speech or problem in parts, in order to analyze each of the main ideas and according to this analysis, offer the long-awaited solution.
You’ve got to Be Flexible.
Knowing avoiding difficult situations, it is a sum of personal qualities, ingenuity, problem solving skills, self-control, positive approach, all in favor of solving.
It is related to the ability to be effective even under pressure, is strongly associated with factors such as experience, training and emotional maturity. Maybe it’s the ability that leads to surprise the customer, responsible for offering excellent service.
What other personal characteristics do you think good support professionals must have?
03 de March de 2016 in Blog, Career, Help Desk, Satisfaction, Software
You do not need large research to know that with the advancement of technology and customer profile change, organizations need to seek innovations constantly.
On the one hand the need to provide a difference in the products or services is a must for all companies that aspire to become players in their markets, on the other hand, in a certain way the products and services that have equaled, being that the quality is basically the same (there are of course exceptions), delivery times, budgets, match between the various competitors.
Companies need more persuasive marketing strategies to increase their competitiveness and achieve greater number of customers. But then what defines the customer decision on whether or not to buy a product or service? The support / service offered.
It uses pre service to set their choice, and post purchase as one of the key differentiators to indicate or even keep as a customer.
It is very true that it takes the involvement of all the other sectors, which somehow has communication with the costumer, since there are permanently needs of changes in internal processes to enhance and improve customer service.
Investment in cultural changes, exchange of information, suggestions and accept customer complaints instead of searching for the guilty are the good practice for the first step on the road in search of improvements.
The changes of the globalized world determined the great demand that is currently in customer service. Companies need to adopt a new way of looking, thinking and acting in the current market to ensure its customers and generate sustainable business.
We are facing transformation demands that require immediate adaptations of team management, knowledge about the new profile of professionals to adaptations to obsolete practices of interpersonal relationships that often hinder success in customer service.
It is time to review the position that sees support industry as a cost center and come to see this important sector as a center of benefit.
And that includes everything from the correct hiring professionals, motivation, training and working tools appropriate for you to practice his perfectly as a good help software / service desk.
But despite the undoubted benefits, many companies still insist on wasting the potential of this sector, incurring errors that could be avoided. Follow some of the most common mistakes in time to get a help desk tool that can help define the face of your company to the market.
Conform with the technology of the past:
There was a time when internal systems were the most chosen by support centers, even the smartest managers ended up opting for its own system when he was given the option.
But online systems has been touring a long way since then and now many are superior to their own, internal systems. So why settle for the past technology when you can take advantage of the latest technology with best practices at substantially reduced costs?
Hiring a software that does not provide a good user experience
Consider maximized usability of the software. This approach not only reduces the level of customer frustration, but also increases agent efficiency.
Underestimating the power of cloud applications
Software as a service (SaaS) is now the famous “faster, better and cheaper; do more with less “and has been fulfilling its purpose.
The improvements in associated infrastructure solved the downtime and time scheduling problems that plagued the SaaS solutions, making them the favorite delivery method for the customer relationship management (CRM), marketing automation and customer support.
The cloud-based solutions have many benefits over solutions “native” or local, among these we highlight the simple and inexpensive implementation, access to data anywhere, even on mobile devices, zero cost hardware or maintenance, reducing problems data security, product updates without interruption and affordable, according to the use.
Use any Help Desk management system, with little regard for best practice
Finally a correct use of the help desk management software not only reduce costs, but done with well trained and motivated professionals, increases satisfaction and may even build customer loyalty.
The Milldesk system was designed to comply with ITIL requirements. The software for help desk has several management reports to measure the results, and functional SLA, service catalogs, satisfaction survey and many other features.
The words of one of the many satisfied customers with Milldesk: “The system can be complete and simple at the same time, providing managers, technicians and users a comprehensive view of how is the IT infrastructure of companies.”
Do not make the mistake of using any support software, meet Milldesk and surprise yourself!
18 de February de 2016 in Blog
Truth be told; not always dealing with people is easy, either by legitimate reasons, either because the individual in that day woke up with his left foot. Making difficult to give support.
Be aware that sooner or later you will find customers who act in a controversial manner.
This kind of profile has the particularity to find weaknesses, get unsatisfied, believing he is always right starting to get aggressive, which even if they are right in their claims does not justify often lack education.
To manage communications in an intelligent and effective way, with this customer profile, agents must take a few actions that will change the final perception of customer/user, making a different mark from the competition.
As we said at the beginning, many times the malaise of the costumer isn’t just about a personal issue but added the problems and failures of service/product. End up being the trigger to discharge the frustrations on the attendant / support.
To avoid failures the agents charged to carry out communication directly, should recognize particular actions to achieve a positive view of customers / users and achieve the expected results at each interaction, obviously with respect. Some tips:
- Be patient. The first reaction is the most important, being a virtue that every agent must demonstrate in each of their interactions, to avoid falling into impulsive responses against negative provocations of customers.
- Escape of discussions. It is always better to listen carefully first and sooner get a personalized service that will resolve the problem that initiated the contact.
- Demonstrate real interest not to fall into trivial answers that generate a malaise much higher. Should never underestimate the value of a positive and attentive listening.
- Apologize if you have made a mistake (error of the organization, technical problem) is the best start to make it clear that we are already working on the problem to solve it.
- Satisfy the customer’s complaints in the most transparent way, accurate and immediate as possible. The speed of response is a treasure for both the customer and the support center itself.
- Identify the reason why their product/service caused disappointment of the customer. It is crucial to determine if the failure comes from the company itself, a contracted service of others, etc. If it does not deal with any of the two cases, but the user’s own guilt, the task of support becomes more complex, but not impossible, having as objective the modification of the vision of the consumer through the provision of feasible solutions and direct the problem in question.
- Avoid defensive and evasive comments. The customer must feel that is speaking with one voice in its favor and not against. The agent should never ignore or criticize the consumer, but should show to be close to him, proving to be a support to find the best solution.
- Keep the customer/user informed about the progress of your request, the actions taken to resolve their problem. But be careful; avoid the abuse of waiting time, because this is one of the most annoying factors for any consumer.
- In all cases take a deep breath. This action relates directly to the emotional level that can reach an agent within seconds of contact with an angry customer, after all remain calm is the key.
- Direct efforts in resolving a problem by time helps to calm the anxiety of the customer and demonstrate a better job by agents. The focus is a variant to leverage the knowledge with that count the support agents, anticipating moreover the consequences that generate each of their actions.
The capacity of a support professional in demonstrates empathy may become his greatest virtue, mainly to increase the quality of their communications.
Demonstrating that you feel so much concern and need to solve the problem as far as the customer does not only allows to break the defensive barrier and aggressive user, as well, to find and offer practical solutions (within its competence and level of course) in complex moments where conflicts seem unavoidable.
19 de January de 2016 in Blog, Career, Help Desk, Satisfaction
If your company has not yet created strategies for customer loyalty, this is the year to create a relationship strategy and loyalty, so this article will show some awesome tactics that will help your company to make 2016 a year of good business.
It is quite true that the loyalty of customers in the current days is far more complex, due to the large number of options and even greater access to information which is not only limited to products and their costs, but also has to do with creativity at the time to offer them.
But although it is a somewhat laborious process, in the end (metaphorically and literally saying) will be worth; check out some of the benefits of loyalty:
- Desertion rate: decreases the number of dropouts, good profitability.
- Priorities: recognizing unprofitable customers and maintain those that generate good result.
- Reducing advertising costs: the available budget for advertising campaigns can be more specific.
- Recommendations: increase of comments between customers.
- Active Listening: Improvement of products and services by listening to opinions of those who know very well your product/service.
Easy to say. So, how to do it?
- Including after-sales services: from product installation, guarantees, repairs, support and maintenance.
- Anticipate movements: active monitoring of customers to predict their demands.
- Alternative Ways: count on a Plan B to act in case the original plan does not work as supposed.
- To Query: contact with your customers a few days after having used the service or purchased a product to ask about their compliance if there were any problems, suggestions for improvement.
- Create Incentives: discounts and promotions for example.
- Close relationship of trust with your customers: by using social networking, website brand, blogs, email marketing (non-invasive), mobile applications. Become present and facilitate contact.
Mention a few. The best option to improve customer service is to build its own strategy, which is a combination of the above tips to achieve customer loyalty.
Optimization of customer support
- Custom Satisfaction: achieving the demands of each customer without losing the quality of service. The argument in every interaction refers to act according to what is heard first.
- Remove prejudices: treat customers with respect and commitment that each requires, without a prior opinion formed with prejudices formed by old interactions, however the customer has expressed distaste for the product or service, comments on social media or experiences from other sectors. Restart your relationship, without judgment and do your best.
- Create a customer’s own space: do not push, do not disturb, give freedom to the customer. The communication reaches levels of satisfaction when there isn’t continuous pressure on the customer.
- Adapt to de demands: adjust its services according to customer needs and style can be a big trend. Change the service style, recognizing that sometimes they ask for more formality and sometimes less formality, but without losing the professionalism and respect
- Take a good first impression: in the customer’s first contact with your company any success that occurs in this first interaction will be decisive to the formation of an image of your company.
- Let your customer know more about your company: the more information about your business, the better. Be transparent and accessible.
- Offer a great experience: with tools like Milldesk (which allow to know the response times, customer feedback and many other very important metrics) have the total control of your service / customer support and give all the mechanisms for its clients solve any incident.
Actions that must be avoided when building an assistance strategy:
- Blame and underestimate the customer: believing that customers are always wrong is a synonym of almost immediate loss.
- Promising benefits without measuring consequences: making promises that cannot accomplish creates a negative perception of your company.
- Not train your team or leave this background activity: trained team, updated with the best practices it is an investment and not cost. In the end you will see that it is worth.
We hope you achieve great results, and always count on Milldesk! 😉