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L'ère digitale et le service client: L'union cruciale par la formation et l'information.

CIt's true, we're all in the same boat, but let's admit, the pressure on frontline teams to provide quick service, in fact, to provide THE service simply, is becoming stronger and stronger. Indeed, customer expectations and demands are at their peak. And as we talk less and less with customers (with an increase in online transactions), the customer relationship is less solid.


Thus, when the service is not up to the expectations or the customer's memory, it's chaos. Threats, screams, insults.


Even if we wish all customers were nice, the reality is different.


Customers want products, demand service, and expect that the company and the person serving them can understand their realities, to be responded to with a certain level of personalization both in person and on the phone.


Even with a stable team that remembers and knows (which is more difficult at this time), well-maintained customer management systems allow us to remember and, time and again, to do more for the customer.

  • How do you ensure that your employees have access to customers' histories, are able to recognize their little whims and pleasures, but also their sources of dissatisfaction?

  • Have you moved from transactional documentation to relational documentation? Is this database easily accessible to all employees?


To offer better service this year, you have two solutions: train and inform.


Training

Formation plaintes et gestion de situations difficiles
ENIPSO - Expérience client

Training gives frontline teams the skills to handle service tools and company knowledge to act in a service situation. It's these skills and knowledge that make the employee enjoy their daily tasks, empower the employee and give them a sense of belonging.


Training is essential. Training takes time. Training ensures stability.


3 simple tips:

  1. Prepare training documents - no need to do a training with the whole team, sometimes an hour with an employee with a PowerPoint presentation will give them the confidence to represent you in front of a client. Schedule recurring training dates, put them on the calendar. Do business with training companies https://www.enipso.com/formations-et-conférences, plus, these trainings are often 50% subsidized.

Informing

ut sometimes, training will not be enough. And without being a fortune-teller, over the next year, staff turnover, absenteeism, resignations will not be friends of the customer experience.

Information gives frontline teams tangible tools to react in a service situation.

The tools give frontline teams words, processes, decision steps. It's this documentation that makes the employee want to try. Without these tools, the employee is speechless in front of the customer.

They risk giving wrong information, making poor choices, using the wrong words, and escalating a comment into a complaint.



Examples of tools:

Formation de gestion des plaintes et des situations difficiles et plain
ENIPSO - Expérience client
  • Quick reference for a welcome process / Examples of welcome phrases Process for managing difficult situations Reservation process




Customer service requires specific skills. With the workforce challenge, I confirm that your BEST BET is to develop them rather than search for them.



 





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