So he decided to implement a collaborative environment for your business and you are asking now is how do I start? Of course it always depends on the needs of your business, but I'll give you some tips and tricks to get started.
The four steps towards cooperation
1 First, you must define your goals, because it allows you to problems and the most accurate method to solve it is to decide an appropriate strategy.
2 Encourage your teamcooperate. They must all be committed to the project by the leaders they need to engage cooperation: as a planner, influencers, a listener communication with the initiative and the strengthening of the person who can rely on.
3 Draw a diagram with all the steps and resources needed. Think of the best collaborative tools, software and / or groupware, allow you to get the best results for the project.
4 If you have already done everything, goals, teams, groups, subgroups,The commitment and readiness of your team, resources, and the order of the day, then it is time for implementation.
This is one of many possible models of cooperation can follow suggested, but in my experience, has been more useful and profitable to plan and implement the structure is a common work. Ability to meet the needs of a customer and need - quality.
Here are some relevant data about why customers leave:
1% die
3% move to another place
5%other ways of doing
9% for the lowest prices go
14% to get better quality
68% due to inefficiency
As seen, leaves two out of three customers because of poor service. Frankly, much more can be said about customer satisfaction.
The basic services of call centers will be made available to communicate easily with customers on the phone. This is one of the three most important modern methods of communication, the other two are face to face and in writing.
Messageis transmitted by one or a combination of the following elements: body language, tone and volume = 55% = 38% = 7% by words. Surprisingly, a call center agent has at its disposal a very powerful combination of voice and words to convince customers to establish a relationship, and bring you business or goodwill of the company.
Service quality is measured by these factors:
Understanding security
Communication tangibility
Accessibility Competence
Reliability Courtesy
CredibilityReactivity
Rules for managing customer complaints
Keep calm. Hearing. Put yourself in his shoes. Apologize. Act.
Approach to deal with an irate customer call
Let the customers have their say acknowledge and apologize for the problem listen carefully get all the information through effective probing questions not to impose our solution to see if customers understand and accept
The art of the doubt
The survey is an art, if the abilitymasterfully done. To master the skill, an agent for the various categories under which to classify each question and sub-classified in order to understand: He can then use that to provide the best results.
Open-ended questions - those that must be answered descriptive.
Large open scope, examples:
"Do you agree with me Tell me ..."," ..."," to describe me ..."
Close open scope, examples:
"What," "when," "where", "who", "the", "Why," "How"
Close-EndedQuestions - those that need definitive answers
Alternative option - uses the preposition "or"
"You have to restart the computer or not"
Individual results - answer is "yes" or "no"
"It was the power cord plugged-in"
Transferring a call to another department (script recommended):
"You stay with a transfer adviser at the time of sale. Click on the line. (Customer is obliged to acknowledge.) Thank you."
(At this point the agent is talking, mute to the customer,the person at the Department of others, to serve any useful information to the customer, after returning with him and say:)
"Please wait patiently. The other end of the line (name and department of another person) and will have the help of today. That's my name (the original Agent). Have a nice day."
Put a client (recommended script) to keep
"Can I hold you for a few minutes, how can I check the answer to yourRequest? (Identify the needs of customers.) Thanks. "
(After receiving the requested information, the agent must hurry to the caller and say:)
"Please wait patiently. I now have the information needed to have."
The mention of the name of the customer
And 'considered polite to customers as "Mr." or Ms. "throughout the call-to-address, never by the nickname unless specifically asked for him. In addition, the quality control protocol requires that at least once during theWill interview the surname or family name along with "Mr.", known as "lady" or the right address professional.
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Price : $109.95