As habilidades de atendimento ao cliente da sua equipe estão atrasadas. Qual é a melhor maneira de atualizá-los?

A gap analysis is a helpful assessment tool: 1. List the skills your team needs to do their jobs. 2. Identify the skills they have right now. 3. Determine their gap (the difference between 1 & 2).

Speak with each employee in private. 1. You want to gain feedback from the customers as well as the Managers and staff of each department. 2. I had mystery shoppers back then. They test you on how you handle a customer as well as how you treat them. You are given a score out of a possible 100. 3. Customize an improvement plan to help your employees succeed.

Agree with everything here. We also make a point to conduct weekly calibration sessions where our leadership and our BPO leadership both evaluate tickets from all channels and align on strengths and weaknesses. Another thing we do which is successful is shadow sessions where leadership attends sessions with our customers live in all channels. This gives us valuable insights to share with our cross functional partners.

I've sometimes found customer service is perceived as the issue when it is really the workflow (not always the case of course). So, consider workflow and processes and how that positions (or doesn't) your employees and technology re: to customer service. Interview & engage staff on the front-lines, involve them in development of better workflows. Assess your change management and team culture. When using training as intervention, make it specific & scenario-based, putting your staff in the role of the client or customer.

Lead by Example: Demonstrate the desired customer service behaviors yourself and encourage your team to follow suit. Your actions will set the tone for the rest of the team. Feedback and Recognition: Provide regular feedback to your team members on their customer service performance. Recognize and reward exceptional customer service to motivate your team. Encourage Continuous Improvement: Customer service is an ongoing process, so encourage your team to seek feedback, learn from their experiences, and continuously improve their skills.

Lead by example and be open to receiving feedback from your team. Show the importance of implementing your own feedback and share your strategies to improve the performance and effectiveness in listening to outside stakeholders

Listen to your team to gain valuable insights into their experiences and challenges. This allows you to tailor training and support to address specific areas of improvement in customer service skills. Also, Open communication fosters a collaborative environment, encouraging team members to share ideas and best practices, ultimately enhancing the collective customer service skills of the team.

I have found that asking how comfortable the staff feel with dealing with different generational queries from customers. We can not assume that everyone has the skills to adapt to the different ways that different generations react to service that is given. Upskilling and understanding is the key to great customer service

Sit in on their client calls! You will see directly how well they speak to their customers and how much product knowledge they have, and see how the client responds.

To enhance our team's customer service skills, we'll invest in targeted training programs focusing on key areas of improvement. Regular workshops, role-playing scenarios, and feedback sessions will be crucial. Additionally, we'll provide access to up-to-date resources and run-through sessions on product updates.

Role-Playing and Simulations: Use role-playing exercises and simulations to practice real-life customer service scenarios. This can help your team members apply their skills in a safe and controlled environment. Provide Resources: Equip your team with the necessary resources and tools to deliver excellent customer service. This includes access to information, FAQs, scripts (if applicable), and a knowledge base.

-Antes de tudo, mesmo que existam variáveis, o departamento pessoal precisa buscar perfis que correspondam em produtividade e capacidade com a oportunidade oferecida. - Igualmente, os treinamentos precisam ser contínuos. A marca deve oferecer treinamentos aos funcionários para manter o padrão esperado. A organização precisa buscar outros cursos que vão além: falar de atendimento, processos, desenvolvimento pessoal, gestão de tempo e de carreira, etc. O mundo está em constante mudança... Ficar estagnado não é uma opção!

Coaching and follow up. Watch and listen to all that is going on and give constructive feed back without judgement. Coaching is not a corrective action, it is helping one become better at what they are doing.

To address lagging customer service skills, first pinpoint specific weaknesses through customer feedback and metrics. Next, deliver focused training (role-playing, product knowledge, etc.) while fostering a culture that values exceptional customer service and sets clear improvement goals. Remember, successful client relationships hinge on your team's ability to truly solve client problems.

I use assesments to guage the skill and prior experince to to successful transistion into a position within cybersecurity. I use mind mapping tools to engage students to briain storm ideas to increase knowledge.

Use of training sessions that pose hypothetical (but very possible) scenarios are helpful for helping employees understand the expected service quality, and the logic behind these decisions. It is important that these training sessions are interactive and engaging: employees should WANT to provide quality customer service. Identifying outstanding performance in the customer service category is important- recognition is often a very positive incentive/enforcer of expectations. It is absolutely critical for management to be on the same page when it comes to customer service. If managers are not exemplifying quality customer service in addition to training, it is difficult to convince employees that this is an expectation for everyone.

I agree that Training can help your team learn new skills, refresh their knowledge, and stay updated on the latest customer service trends and techniques. Coaching can help your team apply their skills in practice, receive constructive feedback, and overcome challenges. Customers prefer to discuss their concerns with someone who is knowledgeable and has the ability to correct any issues.

Training refreshers could be beneficial for ensuring the employee can include the company philosophy in his customer service. With time the employee could perform this with speed and efficiency.

Ongoing training and coaching are essential for realtors to excel in customer service. Training covers market trends, legal updates, and technology integration. Coaching focuses on client communication, negotiation, and problem-solving skills. Formats include online courses, webinars, workshops, mentoring, and peer learning. Training ensures realtors stay informed, compliant, and tech-savvy, while coaching enhances practical skills and resilience. Online courses and webinars offer flexibility, workshops and mentoring provide hands-on guidance, and peer learning fosters collaboration. Prioritizing relevant, engaging, and interactive sessions empowers realtors to deliver exceptional experiences to clients.

In my experience when you want people to provide better service the best way to do that is by making them feel good. Praise your people.

Ao reconhecer um bom atendimento da equipe fazem perceber que estão seguindo na direção ideal que a empresa propõe, e assim conseguiram cada vez mais aprimorar e conquistar um atendimento de qualidade.

I use emergenetics team building to improve communtication, team work, and performance. Emergenetics empower team member to better understand other team members and their analytical, structure, conceptual, and social perference.

Recognize and reward their efforts and achievements. Recognition and reward can motivate your team to keep improving their skills, boost their morale, and increase their loyalty. You can use various ways to recognize and reward your team, such as public praise, certificates, badges, bonuses, incentives, or career opportunities. The important thing is to make the recognition and reward timely, specific, and meaningful for your team

In real estate, recognizing and rewarding team efforts is crucial for motivation and client-centricity. Methods include public acknowledgment, certificates for training milestones, bonuses for exceeding targets, career advancement opportunities, timely recognition, and personalized gestures. For instance, rewarding a realtor with a bonus for securing a high-profile listing motivates the team to strive for excellence. By integrating these, teams foster a positive culture, motivating individuals to deliver exceptional service consistently.

I completely agree with this. Go into your local Walmart and observe the customer service you receive from (most of) the employees. Those workers are very underpaid and many don't receive adequate hours on purpose so that Walmart can avoid giving them benefits. They have no reason to provide the best customer service possible because there is no incentive to do so. Now take me as a server. I provide amazing customer service, I get better tips. I have an incentive to keep the customers happy. It directly benefits me to go above and beyond, and that, of course, benefits the company. My case is a little different because it's not the company providing the incentive but I'm mentioning it to show how an incentive can lead to better results.

To recognize and reward good customer service, establish clear criteria for exceptional performance. Regularly assess customer interactions using metrics aligned with service goals. Implement a recognition program highlighting outstanding efforts. Offer personalized feedback and rewards based on performance. Encourage peer-to-peer recognition to foster a positive team culture. Ensure transparency in the reward process. Regularly review and adapt recognition strategies to maintain motivation and continuously improve customer service standards.

Rewards does not always need to be in the form of money. Make it fun for the team. Have a compliment board where anyone can post a compliment for a team member, have a picnic together during break time. Inform your team they are doing an amazing job. Thank them for their hard work or have a little award once a week like printed certificate for best team member of the week and have the team nominate and vote for best team member who just went a little extra the month for customer service.

Establish regular feedback mechanisms where team members can receive constructive feedback on their customer interactions. This could be through one-on-one coaching sessions, peer feedback, or customer surveys. Encourage a culture where feedback is seen as a tool for growth rather than criticism.

I had the following situation in my team 2 years ago: All my team members resigned almost at the same time (5 members in 6 months) 2 seniors & 3 Jrs, so I had to build up a team from scratch. What really helped to minimize the impact to service level and decrease the learning curve was having a lot of documentation & Knowledge base articles, if all the critical processes are well documented a new joinee should be able to easily understand and solve the problem. Also invested training time is less when processes are documented which allows to bring team up to speed.

I would establish direct feedback channels and review them weekly with the intent of developing dialogue and change management strategies.

As a team we are constantly in collaboration with othe cybersecurity teams from other organiztions. Collaboration and feedback helps the team to learn different approaches to develop best practices to problem solving, and support each other. Teams meet via online platforms, email, or by telephone. I believe we have developed a culture of trust, respect and the capability to share weakness and strengthens.

Collaboration in any environment is a good thing. In customer service, it allows complex issues to be broken down and empathy to be applied from different angles. Asking a colleague to help you formulate a response or share their past experiences with similar situations can always help to confirm how best to approach a situation. Much of my early customer service years were spent listening to experienced colleagues negate situations and I took on board their approaches.

Une équipe se doit de communiquer de manière fluide et doit pouvoir parler librement. Si un membre se sent écouté et non jugé, il libèrera plus facilement une parole positive qui saura être exploiter de manière saine et productive. Dans une équipe la parole de chacun doit compter quelque sois son expérience.

In Every field where we need to focus a lot. Trained team members how to communicate with customers. Providing feedback and guiding team members. Recognize and reward them for exceptional customer service to motivate team members

For fostering collaboration and feedback, create a supportive environment where team members feel comfortable sharing ideas and insights. Implement regular team meetings and open forums to encourage collaboration. Establish a feedback mechanism, allowing team members to provide input on processes and customer interactions. Emphasize the importance of constructive feedback for continual improvement. Recognize and celebrate successful collaborations. Promote a culture of mutual respect, where everyone's input is valued. Regularly assess the effectiveness of collaboration initiatives and adjust strategies based on team feedback for an inclusive and dynamic work environment.

Collaboration and communication is critical in supply chain management and IT organizations. It will help many strategic leaders and IT managers in most organizations improve their employees job performance eventually. Having trust and respecting other cultures will be key to success when working with other team members in a corporation.

Regularly monitor and evaluate the impact of your efforts to improve customer service skills. Use metrics such as customer satisfaction scores, repeat business, or customer complaints to gauge progress and make adjustments as needed.

Currently, I am working on hosting a multisystem application in a cloud service provider. Project is new to the team. First step. Identify knowledge gaps of CSP. 2. Monitor the progress and evaluate the required steps using RMF. Use project manage tool to develop metrics to assign roles and evaluate progress. Report to customer of the progress. Use data to develop POAMs, to document challenages, vulerabilities and artifacts required for RMF documents. Ensure each step of RMF is completed.

Acredito que uma KPI bem elaborada, com os resultados controlados corretamente, é uma ferramenta de grande importância para mensurar o desenvolvimento pessoal de cada colaborador.

De acuerdo con mi experiencia, la medición de los indicadores de proceso adecuados, son la mejor fuente de información a partir de la cual se pueden identificar los aspectos a mejorar por parte del equipo y seguidamente trabajar en desarrollar las estrategias específicas para llevarlos al siguiente nivel en el servicio al cliente!

Metrics are important to identify the reason of progress and delays. It is important to measure the effectiveness and efficiency of the team to identify the factors that affecting the overall performance.

Implementing the fifth step in refining your team's customer service skills is akin to wielding a compass and telescope to navigate uncharted waters. The act of monitoring and measuring progress over time functions as your navigational tools, offering insights into the impact of your efforts. Through scrutinizing metrics like customer satisfaction, retention, loyalty, referrals, or complaints, you unveil a comprehensive view of your team's journey. The data harvested serves as a treasure trove, not just for evaluation but also for informed decision-making. It allows you to celebrate achievements, navigate challenges, and chart a course that ensures continuous improvement in your team's customer service capabilities.

To monitor and measure your team's progress, establish key performance indicators (KPIs) aligned with customer service goals. Regularly track metrics such as response times, customer satisfaction scores, and issue resolution rates. Utilize technology for real-time monitoring and reporting. Implement regular performance reviews and feedback sessions. Identify trends and patterns to understand areas of improvement. Celebrate milestones and achievements. Adapt measurement strategies based on evolving goals and feedback. This continuous monitoring ensures a proactive approach to addressing challenges and optimizing customer service performance.

Within my perspective a second opinion could always be helpful. An occasional rotation program with another supervisor and a few yearly meeting with a HR responsible could develop a better relation and more progress with the employee as well as develop a better view of his professional profile.

In my previous position, we used an agency that performed a behavioral assessment on each employee to assess business-related strengths and blind spots. By undergoing this exercise, you have access to a professional source that can expertly provide valuable insights and consulting for customer service improvements.

If your team's customer service skills need improvement, consider seeking external support. Engage consultants or trainers with expertise in customer service excellence. Conduct a thorough assessment of your team's strengths and weaknesses. Collaborate with external experts to design tailored training programs. Leverage external perspectives for fresh insights. Encourage team members to participate in industry events and workshops. Evaluate the effectiveness of external support through measurable outcomes. Embrace a dynamic approach, combining internal efforts with external expertise to elevate customer service skills and foster a culture of continuous improvement.

Show them examples of good service and how it differs from what they’re offering. Not to hit them over the head with, but to show what’s possible. Follow up with discussion, some training and maybe coaching if required

Selección de personal: cuidadosa para que tengan habilidades comunicativas, empatía y orientación al cliente. Capacitación: completa y continua para mejorar las habilidades de atención al cliente. Empoderar a los empleados: con autoridad y autonomía para tomar decisiones y resolver problemas de forma rápida y eficiente. cultura de servicio al cliente: Crear un ambiente de trabajo que valore la excelencia. Comunicación efectiva: Establecer canales de comunicación abiertos y claros, vertical y horizontales. Incentivos y recompensas: sistema para motivar al equipo a alcanzar y mantener altos estándares. Proporcionar retroalimentación: con evaluaciones periódicas del desempeño del equipo y proporcionar retroalimentación constructiva.

It’s not what you preach it’s what you tolerate that will be the standard. You can talk with the team about what you want the standard to be, but there is not follow through then whatever standard is tolerated will be the standard. Talking about issues and doing trainings is a great way to set a standard and let’s the team know what you expect. One big problem I’ve seen is that leadership does not follow through on keeping the standard. This can lower morale and make team members feel like they do not need to keep a high standard. Follow up give regular feedback and keep your standards high or mediocre will be what you get.

Sometimes people are just burned out or going through personal stuff and while I agree that it shouldn’t affect the job, as managers, we should at least show some care and empathy. I had a particular team member who really “stressed” me a lot last year but this message as we were closing for the year really melted my heart. “Hi Joy, I had a rough 2023, but in all it's been an experience. I stressed you a lot this year, and you've had to put up with so many of my excesses. You're a great coworker and I appreciate you. Thanks for a wonderful 2023. Hope to have an even amazing 2024, without my excesses. Have a wonderful holiday 🥂”

Start with targeted training sessions. Identify specific areas needing improvement, such as communication or problem-solving. Implement role-playing exercises to simulate real scenarios, allowing team members to practice and refine their skills. Encourage continuous learning through online courses or workshops, keeping them updated on industry best practices. Foster a culture of constructive feedback, where team members can share insights and learn from each other's experiences. Recognize and celebrate improvements, creating a positive environment that motivates ongoing skill development.

To improve your team's customer service skills: 1. Conduct comprehensive training sessions. 2. Use role-playing exercises for practice. 3. Provide continuous feedback and coaching. 4. Analyze customer feedback for areas of improvement. 5. Encourage peer learning and collaboration. 6. Set clear performance expectations. 7. Recognize and reward exceptional performance.

Once I had to help my team. I did a gap analysis to understand what they are lagging. Then have: 1. Created documents to support and help them with the skillsets 2. Took sessions to help them understand 3. Buddy or Shadow process helped in learning fast and efficiently 4. Continous feedback process and pushed to ask questions. 5. Had 1:1 conversation discussion about their strength, why they could work on opportunity areas 6. Very important, promoted, and pushed for a 2-way feedback process.

All of the above, plus: - Bring in your best customers and get them to work with your team. Get them to hear first hand how their role affects real people. - Send a few team members into your customer’s environment to learn exactly what’s it like for them. Get them to experience customer life. - jointly develop an innovative and collaborative training program focussed on helping your customer achieve their outcomes - reward individual and team improvements with financial and non-financial rewards. Teamwork must take higher priority. Look at short, med, long. - second other team members from across your company to your team, to help build and develop other skills, plus provide back fill for releasing team members onto specific courses

1. Training Programs: ·  Implement regular training sessions for updated skills. · Focus on communication, problem-solving, and empathy. 2.  Feedback Loop: ·  Establish a feedback mechanism for continuous improvement. ·  Encourage open communication for constructive criticism. 3. Role-play Scenarios: ·  Conduct role-play exercises to enhance real-world problem-solving. ·   Sharpen skills in handling diverse customer situations. 4. Customer Feedback Analysis: ·  Analyze customer feedback for pinpointing areas of improvement. ·  Tailor training to address specific concerns. 5.  Mentorship Programs: ·  Pair experienced team members with those needing improvement. · Foster a culture of shared learning and mentorship.

The first step to improve your team's customer service skills is to identify where they excel and where they need to work on. You can use various methods to assess your team, such as surveys, feedback forms, mystery shopping, or performance reviews. The goal is to get a clear picture of how your team interacts with customers, how they handle complaints, how they communicate, and how they solve problems. Based on the results, you can prioritize the areas that need the most improvement and set realistic goals for your team.