05 de December de 2018 in Blog, Help Desk, How to, ITIL, Satisfaction, Software, Support
It has been a while since the service desk assignments stopped being just answering open tickets. With the advancement of technology and the transformations in the way the customers and brands relate, the service team has even more important responsibilities.
Of course, the team has developed strategies and procedures for delivering an efficient and effective service.
Does this strategy only apply to IT (usually responsible for the service desk) or can the idea and format of work be encompassed by other sectors? That’s what we’re going to discuss today. Follow along.
We can consider that the service desk is a help desk advance, because in addition to being able to solve more complex demands, it brings other aspects of customer service improvement. Be an internal customer, be an external customer. In general, service desk bases can support other industries in delivering quality and excellence to the customer.
Even if you have not formalized the service desk “dialogue” with other departments, know that much more of this service desk is already part of the activities of the structured sectors and focused on serving your client in the best way.
Believe me, the teachings of the service desk are already part of your business.
Do you know the pillars of the service desk? We will list the key ones below and show you that they are certainly already part of your scope of work. And, if you don’t do it yet, you will soon understand how these pillars can be applied.
- whole view of the problem and solution;
- optimization and integration of management processes;
- effective solutions to customer demands (internal and external);
- mapping processes;
- prevention of technical incidents and information security;
- empathy with the client;
- assistance in the execution and standardization of tasks and functions;
- SLAs as compasses for carrying out the work.
Need to talk about SLA…
When thinking about SLA always keep in mind “alignment of expectations”. What does that mean? Come on: SLA stands for Service Level Agreement and it is a document, a kind of contract, in which all the details of the service provision are listed.
From: what is the task, what is the goal, deadlines, responsible, possible related difficulties, resources involved and any other factor that is part of the work or sector. According to ABNT (Brazilian Association of Technical Standards) SLA is required for IT hiring. In other areas of the company, it can serve as a guide to have a better flow of work relationships and job performance.
The information contained in the SLA also serves as a basis for analyzing metrics and indicators of success.
Discover the advantages of being inspired by the service desk.
A department that is organized and committed to fully meet its demands can easily identify traces of the service desk. As you saw in the previous topic, none of the aspects is unique to the IT area and much has to contribute to the company as a whole.
We have raised three of the key advantages of applying service desk features in other departments. Check it out and see how it can all be adapted to the reality and needs of your business and your teams.
Increased employee productivity.
The automation of tasks and creating a smart (and shared) database of data streamlines access to customer history, information exchanged between sectors, reduces the time to build the solution, and enables effective methodologies to be performed for all the activities of the company.
Productivity is linked to well-being in the work environment. And one of the elements of well-being is the availability of resources necessary for the employee to perform his duties. In this way, we can expand the benefits of service desk even to personal fulfillment, which results in quality and commitment.
It is worth mentioning that productivity is linked to the good use of useful time and not to exhaustive production and without consistency to actually serve customers well.
One of the factors that most influence the quality of a service is the average waiting time. The more agility, the more chances of ensuring customer satisfaction. Added to the standardization of the processes and the workflow, together with the automation of the sorting step and after sending answers, it is possible to reach the solution more easily.
Besides, the integration between areas allows information to flow more smoothly and thus, it also supports the speed of call resolution. And you can be sure that all of these benefits noticed in the process reflect directly on the relationship with the customer and their experience with your company.
Saving of financial resources.
Investing in a service desk brings great results to the company, both in terms of cost savings and profitability. In addition to increased productivity and better use of resources, the company gains quality in its deliveries, avoids damages caused by the fragility of the system, reduces the customer’s dissatisfaction rate and even the turn-over.
Who does not want all those benefits for your company, right?
By relying on the service desk in addition improve processes, you can see that the consumer experience is even more rewarding and the chances of customer loyalty increase significantly.
To continue accessing our materials and leveraging your expertise on service desk, help desk and the entire sphere of customer service, follow the Mildesk blog.
18 de May de 2018 in Blog, Career, Help Desk, How to, knowledge, Software, Support
The era of technology has brought great strides and changes in all sectors of the economy, especially in retail. The online sales format is considered by some to be the big retail villain without noticing that consumer behavior itself has changed with technology and new ways of ensuring customer satisfaction have become important in the face of such a change.
With this, good customer service has become the great asset to ensure that full consumer satisfaction occurs, since changes are always constant and adaptation is necessary. The so-called “offline retail” is just as important as “online selling,” since proximity to the consumer can be considered important in order to achieve sales success.
Want to know more tips on how to improve retail sales through customer service? Check out our post!
Tips on how to improve retail sales through service
Even experiencing big changes in the environment of retail, some tips can be critical for business success in customer service.
Create a harmony of service between online and offline.
The harmony among the forms of customer service are essential to ensure engagement with the brand, product or service sold to the consumer. Knowing how to receive the customer and transform the service into a success case for the business is already a challenge in face-to-face, and on-line it gains new difficulties.
With a harmony between the service channels, presenting the same type of language and the same way of constructing the dialogues, one can then achieve the identity of the communication, which can be considered as a characteristic of the company.
Invest on online customer service.
As we all know, the era of technology has come to stay, not as a revolution but as an evolution of how we communicate and interact with our devices. With this, online service is a great way to gain customer trust and ensure success in service.
Customize the service.
This tip is one of the most important, both for online and offline retail: customize the service. Today customers have several shopping options and ways to contact companies. Serving this customer well is essential to ensuring success and showing that the company cares directly about him.
The customization is since the first contact, treating the customer not only as one but as the most important factor in the entire sales equation. It is showing that there is a brand commitment to the consumer, not just listening but understanding their needs.
Invest in connectivity through mobile devices.
Connectivity can bring much more dynamism and interaction between service channels, since online is close to offline retail. As a result, investing on mobile devices, in a way that helps the attendants during their sales day, is important to the company.
Using technology as an ally in customer service is an important step. It has a well-trained team that can easily adapt to the environment of constant changes that technology imposes.
Social Networks in Service.
Social networking is a great way to communicate with everyone who wants to stay in touch, even with businesses. This new form of communication can bring several challenges to the business, since the consumer happens to be an important and central piece in social media.
The relationship with consumers through this new service channel can make a difference to the success of sales, also with retail acting in this new field.
Integrate customer service + marketing + sales.
In this tip, shows the important concept of integration between the company’s sectors. All are important and have their place within a company and with their integration the work becomes much more complete, making the different teams work as if they were one, for the same purpose.
The multichannel integration is the term that gives to this new concept, with the areas being combined so that there are different channels of communication with the customer, always seeking to achieve their satisfaction. In addition, it is a good way to manage the channels of care, once combined facilitates the management and monitoring on the part of the company.
The retail sector has evolved as well as all channels of customer service, that being integrated and combined to achieve customer satisfaction and the engagement on the part of the company. With this evolution, we can perceive the use of technology as an ally in all sectors and the steps of the journey of sale must bring the consumer more closely and helps understand their needs.
Wants to know more about tips of how to improve the sales on Retail with a good service? Keep following our blog, enjoy our Facebook Page!
16 de May de 2017 in Blog, Career, knowledge, Satisfaction, Software
Service Desk is an increasingly valued service for organizations and serves to centralize a company’s needs in one place by logging in and out of support and maintenance requests to gain greater control over what has been done.
Unlike the Help Desk, that is to say, it solves more frequent problems, the Service Desk is used for operational damages classified as “level 2”.
Usually these incidents are more complex, such as sudden stops on servers and problems in email managers, for example, that require processes to increase the quality of service delivery.
And nothing like having a well-structured Service Desk, right? Everyone wins: the company, the customers and the technicians themselves!
But what do you need to set up a Service Desk that, in fact, fulfills your goal and delivers results?
Let’s look at some simple tips when designing your Service Desk:
Bet on the happiness of the user: put it in evidence!
The truth is only one: companies that place their users at the center of their operations tend to be in evidence, considering; Disney, Uber, Netflix, Nubank who like to engage the customer in a captivating customer service experience, and that brings positive results to these companies.
Even if your company is not a giant like the ones mentioned above, this is not to prevent your support from involving your users from making the experience of contacting your Service Desk a pleasure.
How to do this?
At first, a simple but powerful tip is to think about defining practical actions for each step, for example: when the user opens a call, the person responsible for sorting or automation will send an e-mail informing the service deadline and status in that the tickets are.
If you’re not Omnichannel, it’s time to be: Offer more than one communication channel to your users.
Do not make life difficult for the user, be accessible and it is necessary to keep up with the trends in the lives of your consumers. Therefore, in addition to the telephone, email, website, among others, offer service through social networks and WhatsApp.
Stay tuned: the word of order in these channels is agility, consumers expect a quick response, which is a great desire in the market.
Use and abuse of technology, it is important to provide a more modern experience for users, good software support can be a great ally of your company in the pursuit of customer satisfaction.
In addition to having a myriad of resources, from knowledge base, service catalog creation, to ticket history, a Help Desk / Service Desk system helps to further enhance the management of your organization’s service and is perfectly suited to the needs of your company.
Establish the metrics, indicators of your Service Desk.
What is measured can be improved and managed, both for technology and also for business, and a good way to measure the performance of your Service Desk is by establishing some Key Performance Indicator (KPIs).
They are nothing more than performance indicators and serve to measure whether an action or set of initiatives are bringing the results sought by a company or business area.
Identify your key performance indicators and start to follow them.
If you already use the metrics indicated in the mentioned text, great, it is time to think about secondary KPIs such as: individual performance of each technician, number of repeated calls, percentage of incidents solved remotely, etc., all that is useful to achieve the objectives of the company and can be measured is always welcome.
Have a good knowledge base.
The knowledge base is one of the best allies of the IT team, because it allows the user to solve a problem alone.
And save your team from opening that unnecessary ticket.
With a robust knowledge base, your team is free to solve more difficult incidents.
In addition, having a knowledge base will help you establish a response pattern for tickets, assist in increasing the solution on the first level, reduce problem resolution time, and enable 24-hour service.
You still democratize the knowledge and avoid that there are the customers’ “darlings”, since all are able to consult the information and offer it to the client.
It still gains agility, as it allows the incidents to be solved in an agile way only by the information made available in an easy way. With a knowledge base, you can leverage the number of calls from your Service Desk.
So, give the user the chance to solve his problem on his own, and only contact support if it’s really needed.
Communicate with your user, leaving him frustrated is not an option
Extremely important, after all, this helps the user to know that you are working on his problem.
When you forget to do this, it increases the chances of leaving the user frustrated and most likely “on your feet” constantly until the problem is resolved.
Therefore, give quick and clear feedback to the customer by informing them about the progress of the activity, especially if any delays occur.
A good Service Desk system allows its users to keep up with the progress of tickets, Milldesk has a friendly, simple and intuitive web panel for opening and tracking, allowing calls to be evaluated.
We hope you enjoyed the tips of this article, and better yet, that you can apply them today in your Service Desk!
03 de March de 2017 in Blog, Help Desk, How to, Productivity, Software
It has been a long time since customer service has ceased to be a secondary area, aimed only at satisfying doubts or “putting out fires” in the relationship between client and company.
Advances in consumer legislation, globalization, high competition and technological advancement have brought with it not only an awareness of customer power but also a range of tools that increasingly facilitate contact between consumers and businesses.
Given this scenario, the support agent has become a key player in the companies, after all, who speaks directly to customers / users is you and depending on your performance, can reverse a situation of an unsatisfied customer and also make it loyal.
You are the professional who can bridge the gap between what customers want and what your business can offer.
Check out some tips to make your service even better and go home with the satisfaction of accomplishment.
Enjoy technology to exceed expectations.
Explore the functionalities that service software offers at your fingertips: knowledge base, complete customer history, service center shared with other departments, management of the resolution deadline, etc.
If you use the features appropriately, the customer may be surprised at the efficiency, agility, and care provided to solve the problem.
That way you can win the customer and even stand out in your company!
Offer the fastest solution to your customer
For good and evil we live in the internet age everywhere, at the speed where everything is “for yesterday”.
And your customer is no longer used to waiting for an answer and waiting for an immediate solution because that’s how things work today and the dynamic attendant is ready for it!
A good tool to help with this process is the customer history stored in the service software. Demonstrating that you know your customer can make all the difference.
Sincerity: transparency is key to good service
If you haven’t understood the client’s situation or proposition, be sincere and ask the story to be repeated.
It is best to be very attentive, but if the person on the other side has not been very objective, it is important that everything is clear so that there is no misunderstanding.
Still in the question of sincerity, the employer must recognize when the solution of the problem is not so fast or easy and it is impossible to consult someone at that moment.
You should always look for a solution and return as soon as possible with a response.
Calm: the solution should come without major stresses
Not all customers / users will be in a good mood or educated, in fact if they are upset because of a problem that the company caused them, there is no way to get the reason of a dissatisfied.
It’s up to you to act calmly and always be patient, to provide good service, but never tolerate a lack of respect (read this chat about dealing with aggressive customers in the support).
Proper communication for good customer service is not just about using the right words or applying a grammar of excellence (though essential details), but about speaking the customer’s language at its various times and circumstances.
- Words or technical expressions to people with little degree of instruction on the subject;
- Do not cut the pronunciation of words: be clear;
- Avoid transmitting uncertainty;
- Intimate treatments;
- Diminutives, gerunds, slang and regionalisms;
Do not make promises you can’t keep
This is a motto for any circumstance, especially when it comes to complaints.
The client wants his problem solved and all he wants least is to have false expectations. Through the service software, you can set a return time for it based on the type of occurrence versus time resolution already recorded in the database.
So do your best, anchor yourself in the support tool you use and do not promise what you can’t keep.
Answer the customer in a timely manner and make yourself available for the next steps.
This tip is worth both the first contact made by the client – using the resources already mentioned – as in later returns.
In the latter case, you can create alerts in the system to warn you about the status of the situation or when the deadline is close to expiration, so you can follow the process and comply with the agreement
To deal with the large volume of calls is essential to have the best technology as an ally of your work.
By mastering it, knowing how to use it in your favor and the people you serve, you will have many growth opportunities in your company and will be recognized for efficiency and competence.
If your company does not already have Milldesk, one of the best Help desk / Service desk management software on the market, it’s easy to talk to your manager and start using today the system that is revolutionizing customer service in many companies. Try it!.
08 de February de 2017 in Blog, Help Desk, How to, Productivity, Support
The service to the internal users is the business card of the IT area, especially for the high ranking of the company.
And if this service is not satisfactory, contributing negatively to an image of the IT department within the company itself.
Many companies put young professionals to serve the internal users, in some cases with less experience than the users themselves, it is enough to remember that today computer science is widely spread and is part of people’s daily lives.
In this area one must invest in the good relationship between technical support staff and users.
The truth is that the IT industry needs not only technical training but also interpersonal skills.
An efficient team does not mean that the front-line technician has to know deeply each of the technologies installed in the company, it means that the IT field has to put together an efficient process to serve the users.
Do not let front personnel be creative in solving a problem, their mission is to execute the defined procedures and maintain a good relationship with the users to avoid that simple problems are scaled to higher levels of the organization and that they do not reflect in the evaluation of performance Of IT to other departments.
By these and others we want to show 4 aspects that the IT team should keep in mind when dealing with their internal customers, so that there are no problems and discomforts, please follow:
Have a good service policy.
The IT team, as an independent department, must clearly define the services and response times to meet the needs of its internal customers, as well as be aligned with business objectives.
What can definitely mean success for the IT department is the implementation of several processes, which once defined generate trust in the services and quality delivered by the IT sector.
To ensure that the IT area is working on what is important for the company to mount a portfolio management process.
This will help minimize the pressure from business areas to develop small projects with results that are out of alignment with business objectives.
Another nice tip for the internal user to feel comfortable with is communicating possible problems related to internal processes that may affect the delivery of a content solution, for example, excessive bureaucracy to adopt new software.
Take measures to improve relationships with internal customers.
Communication is definitely one of the best ways to enrich the relationship, however, there are other alternatives that just like those mentioned above can contribute to create a more harmonious environment between the IT department and other sectors of the company.
Defining accountable service level agreements and procedures that are transparent, linear, and truly delivering value to your internal customers is always a good strategy.
What is important is always to be clear about the products and services that can be provided and to demonstrate the reasons why something cannot be done.
This allows internal customers to understand that there are also limiting factors in IT that can’t be resolved if there is no investment in technology, it will be easier for the organization to view technology as a strategic ally rather than as a simple expense in their finances.
Straight talk: no lack of transparency, coiled communication, technicality …
Certainly one of the main weaknesses that affect the work environment and consequently the relationship of trust is communication.
The lack of transparency in many departments makes many internal users see the IT industry with some mistrust.
This perception of a lack of transparency causes many to see IT as a poorly managed and disorganized department, which instead of being proactive tends to be reactive only to incidents.
Add to all this an obscure communication, full of technicalities and lack of clarity, which only complicates the communication process, creating false expectations that in the end will not meet the needs of the business.
A correct distribution of activities.
Good help desk and service desk management software can be a great ally of your IT department because it enables your support team to respond in a timely and supportive manner and to be proactive.
This tool can also assist in a better distribution of activities, control of hours spent with care, etc.
Milldesk, for example, with just one click, it is possible to find out the total amount of hours spent in each client’s activities, which, among other factors, optimizes the productivity of the IT / support industry.
We hope the article is of great value to your business and contributes to the success of the company!
17 de January de 2017 in Blog, Career, How to, Productivity, Satisfaction
The American online store Zappos sells shoes and clothing over the internet. It was bought by Amazon 1.2 billion dollars, it is one of the great cases about customer service, worth knowing.
And today the company is not only impressed by its customer service but also by its curious management model, the so-called holocracy: a distributed authority system – a set of “rules of the game” that place empowerment at the core of the organization.
In this model, basically authority and decision making are distributed by self-organized teams, rather than at the top of a hierarchy.
Is this all or not enough reason for any company to pay attention to the famous “Zappos culture”?
The company has always focused on good customer service / support and is proof that a quality customer service can put a business really at the top.
At Zappos there is no middle ground, the customer is a priority and service is a reference.
Ony Hsieh, CEO of e-commerce since 2000, started with a shy company that only sold shoes on the internet. However, in a short time, the store grew, started selling other products and generating more and more profit until, in 2009, the company was acquired by Amazon.
This impressive growth was only possible because Tony put the customer service as the organization’s priority instead of profits (can you imagine that?).
This made the customers, extremely satisfied with the service, indicate the company to their acquaintances, the famous word-of-mouth marketing and thus, of course, Zappos has been gaining more and more consumers and consequently higher billing
And why are we talking about this company? Simple, as we have said, it is a case of success, especially for small and medium-sized enterprises.
Then, follow what you can learn about Zappos’ customer service, and focus on service so your organization can succeed.
Customer service and support of quality is a matter of business culture!
You do not necessarily need to create a lot of rules of conduct for your employees when it comes to delivering good customer service, Zappos has shown that a set of rules is not as effective as having a business culture that truly values the customer (after all, Your business only exists because of it).
Depending on the circumstances of your business and context, we know how manuals and scripts can be disempowering, to use a buzzword.
Many say categorically (including Tony Hsieh himself) that Zappos is a “customer service company that happens to sell shoes and clothes.”
And one of the core values of its service culture is the delivery of the “wow” factor (in Zappos’s own words) to its clients, through services, stimulating creativity and change, creating fun, being open to innovations, seeking growth And learning, build open and honest relationships, have team spirit and family, do more with less, be passionate, determined and be humble.
These principles should be accepted by everyone in the company and only people who had affinity with these values were hired.
Imagine the scene: a strong team of 600 employees who take care of phones, e-mail, and chat lines is not just any call-center but the more autonomous customer service team across the industry – And this works wonderfully well!
The service at Zappos was completely personalized, no customer was served the same way and as has been said, there was no script to follow.
Every person who contacted the company should get full attention from the clerk, who would create a close relationship with the consumer and talk to him as long as it takes to solve his problem.
When you do not have customer service goals to beat, employees can focus on quality of care, as they do not need to dispense the customer as soon as possible.
And this is much more important, since the customer feels really special and ends up being loyal. Within the reality of your company, could you implement this practice? Think about!
Loyalty before, profit later.
The idea behind the title of this topic is quite simple: before you think about the financial return, you should think about how each attendant can satisfy the customer of your company.
At Zappos, for example, it was worth everything, employees had the autonomy to do whatever they thought necessary to please the consumer, from sending personalized messages to customers to sending new products and gifts in case of any problem.
Even if the customer was looking for a product that the company did not have, the employee could look at the competition and tell the customer where to find the product (take courage to do that, right?).
You may be wondering, “But wait, does not that make a sale go away?”
At least within the experience of the company, it seems that by doing so, the customer feels valued and consequently will be loyal to the company, because, because of the attention given to it, it will return at an opportune moment.
“Errare Humanum Est”: everybody make mistakes the important thing is to admit and improve.
An interesting point to highlight within the Zappos culture is the encouragement of admission of error.
The important thing is that if an error is made, it is assumed and resolved, even if it means financial loss to the company at first.
How about stimulating that same stance in your company?
In practical terms, it means that if customers are harmed with a thoughtless discount promise, for example, if the mistake is made and the promise is fulfilled.
You can be sure that you will get their trust and respect.
The biggest lesson you can learn from Zappos is: in customer service, make it clear that the customer is your priority. You will see that this will win many more consumers and leverage your business.
Don’t forget your employees.
Promote the training of your employees or in the words of Zappos founder Tony Hsieh: “Empower and trust your customer service representatives. And believe them they want to do good service … because, in fact, they do. “
Do you already apply any of these actions to your business? Does your company truly prioritize your consumer? Do you invest in good practices in customer service? Tell us about!
06 de December de 2016 in Blog, How to, knowledge, Productivity
Your expertise and technology credentials can make you strong in an IT manager position. Learn how certain non-technical attributes can help you stand out. The 10 features listed below extend beyond the required competencies and can help…
# 1: Proactive attitude: Take initiative and do a good job. Being proactive is an excellent feature as long as it is consistent with the mission.
# 2: Adaptability to change: Our IT world is constantly changing and those who are adaptable tend to achieve more. Managers need to adapt to change and maintain high levels of productivity, even in difficult times.
# 3: Appreciation of good customer service: People who understand the importance of customer service know that customers or users are the reason why we have a career in IT. They also know how to take precautions when working with problems that can cause downtime and loss of productivity.
# 4: Teamwork: Many excellent IT technicians lose their value to an organization when they cannot effectively work in a team environment. Demonstrating an ability to work successfully with mixed teams of IT staff and users is a tangible asset.
# 5: Commitment proven: work and work! When called upon to take care of a situation – one who will do whatever it takes to succeed individually and for the team. True artists work under pressure.
# 6: A strong desire to achieve: It is difficult to teach people to want to succeed if they do not have the desire. Having a desire puts an emphasis on getting important issues solved, and it is known when a situation demands the maximum donation to the tasks.
# 7: Ability to solve problems: Erasing fires is a big part of the role of any IT manager, and competence does not necessarily mean that a manager has to have all the answers. Good managers are willing to work hard to find answers and take the challenges that come to their tables.
# 8: Communication skills: Having the ability to communicate effectively with others is necessary in most IT management roles. IT managers communicate with you every day – from the CIO and from the internal user to the external customer. Strong verbal and written communication skills can make you stand out.
# 9: Strong Follow-up Skills: Nothing is more frustrating for a CIO than having a manager who does not do task tracking and called properly. It probably undermines the credibility of the IT organization more than anyone else. The tracking capability shows commitment and an understanding of customer service.
# 10: Low Maintenance: Managers who can operate individually and solve problems that will not create unnecessary personal or professional problems.
14 de November de 2016 in Blog, Help Desk, Satisfaction
Answer quickly: “The customer is always right?” If you’re the kind of person who always answers yes, without blinking, maybe it’s time to review that concept.
What we are going to say may sound a bit pretentious at first, but over the arguments you will end up agreeing with the ideas, after all, organizations cannot afford the luxury of pleasing Greeks and Trojans (although many insist).
And it is a fact that there are customers with legitimate requests who really want to be heard and are willing to do everything to solve your problem, but it is also important to evaluate the recurrence of complaints that come to your company because they require Organizations.
And the truth is one: it is extremely important that you reflect on how far your client is right, what are the limits? And how to do that?
And one of the ways to do this is by training your team and stipulating rules aligned with the values and mission of the company.
Your team is also right, do not forget that.
Providing good support / customer service is required, there is no excuse for not doing so, however, this doesn’t mean that it should be run at any cost.
É extremamente importante que seus colaboradores sejam orientados sobre como lidar com usuários difíceis e também confiar neles…
Your team needs to know that the company is also on the side of it, you have to show that in certain situations, the professional is right, not the customer and in this way, motivate them to serve the “good” customers.
Saying NO is so important as saying yes!
It may seem obvious in theory, but in practice saying “no”, especially in the business world, is not always the easiest, especially when it comes to customers.
But the truth is that the company that makes exceptions, which accepts any request, can jeopardize your credibility and your business, can scratch your reputation with the right and faithful customers.
This does not mean treating the customer indifferently, on the contrary, if the consumer is complaining, the first step is to listen carefully because he may not be right, but he has reason to believe he has it.
Get it with a smile, have good will and show willing to settle within the rules of the game. Confront the customer ever!
So defining rules, policies of conduct that are aligned with the mission and values of your company, are of the utmost importance. If what is being asked escape this scope, it is time to say no.
Serving Greeks and Trojans may not be very cool for your team’s productivity.
Very difficult consumers demand a lot of time and energy from their team, occupying the place of that customer who only wants to have his problem solved, pure and simple, without controversies and unnecessary attitudes.
Use customer service software to identify the profiles of your users.
We know that it is a controversial subject and in practice a difficult decision, but perhaps it is the moment to give up bad clients, to give due attention to those who really want to do business with your company.
Ready to start saying “no”?
10 de November de 2016 in Blog, knowledge, Language, Support
Negotiating with foreign customers is no longer an exclusivity of medium and large companies.
The internet has virtually eliminated barriers; Even now in Brazil, it is possible to buy products in Sri Lanka or communicate easily with someone from Eastern Europe, for example.
It has never been easier to sell or buy abroad (despite some logistical and tax difficulties) and there is no reason to stop breaking the big online market that exists across borders.
After all, e-commerce between companies and consumers from different countries is no longer an assumption and already has very seductive numbers.
Obviously requires some work, dedication, investment, adapt to the wide diversity of regulations of each country, payment methods, etc, but its worth!
In addition to taking measures to suit the new profile of clients, another issue that requires special attention is the language, as this can be a barrier to international customer service, therefore, it is essential to create a website/platform that is attractive and the more clear and useful as possible for consumers abroad. But it’s also important to provide good online multi-lingual support.
Here are some more good reasons to have multilingual or bilingual support in your company:
ENGLISH IS NOT EVERYTHING
Although English is without a shadow of doubt the most used and understood language, a large number of users simply understand the basics of that language.
This can be a barrier to the entry of your business in that market, so when you configure customer service, it is essential to consider the translation and localization of the language.
And in many cases having only one multilingual site is not enough, especially in cases that require the consumer to seek more information or need to solve a problem related to the product or service purchased.
In these cases a multilingual client support center becomes extremely necessary to address users’ incidents and requests in their native language (if this is not English).
NO MISUNDERSTANDING PLEASE!
You have studied the market very well, legislation, tried to offer the best payment methods preferred by the customers of that country, made a first partnership to ensure the effectiveness of international deliveries, made sure to have the clearest possible return policies, to International transactions, everything beautiful and wonderful …
But the time the customer comes in contact with customer service is a true “Oh my God”, generating a series of misunderstandings and endangering the company’s reputation in a market won so hard.
So having a multilingual support is so important, as well as being a good strategy to achieve the much-desired credibility before the much-sought foreign market.
NOTHING LIKE LISTENING TO PEOPLE LIKE US!
As we now know, we do not talk about anything else: the customer experience is the great competitive advantage. And of course this personalization of the service goes smoothly through the language.
When your support center is able to communicate with your users in their native language, it becomes much easier not only the communication itself, but also, to offer a more personalized service.
OPEN NEW MARKETS!
The internet practically broke all boundaries and this applies to the business. In today’s competitive world is of extreme importance to be understood everywhere.
Just as your company has not only the best customer support tool in the market, but also that your customer service team can assist your customers and users in their source language.
And while English is still the predominant language in the business world, it is a reckless attitude to expect all its consumers to master and properly understand that language (Latin, Asian, African, European market).
You can be sure that when customers have doubts, difficulties with the language can create great confusion and even create situations that lead to the company’s bad reputation in the market.
If after reading everything that has been said so far you have got the flea behind your ear, we can guarantee that although it seems complicated to organize a multilingual support, there is no need to worry, you can for example outsource this service to the Your foreign client.
As the competition gets fiercer, there is no time to lose.
Finding spaces in the international market can be vital even for small businesses and why not?
Time to capture the opportunities that exist not only in Latin America but also in the rest of the world.
30 de May de 2016 in Blog, Career, knowledge, Productivity, Satisfaction
At the time of hiring always comes to the fore those old issues and headaches, as it is essential to maintain the good performance of the company.
We know that in general, at the time to interview, those responsible for the human resources of most companies likely to seek professionals with more experience. However, many times this doesn’t guarantee to be the ideal professional for the job.
And in fact many companies end up systematizing, and being so rigid in their processes that eventually their collaborators get used to live in an authoritarian culture, taking a little of brightness and initiative of them.
Hiring has direct relationship with talent, passion, vision and goals of each person; perhaps to get a broader picture of the candidate, we agree that a passionate person, motivated, willing to learn and do, might contribute and take ownership with greater ease of values and goals of the company.
Analyze these aspects when hiring a person is very important.
We are in a society that tends to hire based on years of experience (which is really valid and should be valued yes), but often worry about ONLY with this aspect can come to prevent the possibility of creating a community of work more competitive and compromised with the organization.
However, the few business culture has been changing, because currently the market need not only for employees, but rather of talents, whether they have a lot of experience or not.
After all, the new models of work (home office for example) require a new approach, which work by objectives and not by time, the appointment beating overtime.
But however, certain specific activities require experience and here comes the question: “who hire”?
Some points that may serve for your company:
What are the physical and mental skills that the job requires?
What are the set goals and how it relates to the rest of the employees or customers?
What training is required of the candidate, what level of preparation is adequate if you need specific knowledge or skills, a certain type of personality or vocational training?
What you prioritize when it comes to recruit its employees? You value talent and passion? You want someone who will help provide a competitive edge, which seeks every day growth or someone eternally operating?
Remember, the true leader, is creator of new leaders. It is time the mentality of a portion of our managers change because so many are losing competent professionals.