On the cultivation of customer service supervisor: how to improve service quality

A friend asked: At present, the service quality of my team has declined greatly, and I hope it can be improved in the near future. Is there any suitable working method to help team members improve service quality as soon as possible?

Service quality is of great significance to a customer service center, because good service means that customers have good perception, that demand is solved, and that product life cycle is extended. The impact of poor service is the opposite. Therefore, there is no customer service center that does not pay attention to service quality, and will list service quality as the key work of each position.

For the front-line managers and customer service supervisors, how to ensure that their teams and employees have a sense of service? If you really want to do it well, there is a way.

First, unify thinking and create an atmosphere (Keywords: meeting, mobilization)

If your team is facing a decline in service quality, you need to improve the service quality in the near future. Before you do anything, you must first pass on your goal to the employees, and this goal must be quantified. For example, you can hold a large class meeting with the theme of "service quality mobilization meeting" and organize all employees to participate.

Be prepared before the meeting, list the latest data, put forward improvement goals and measures that can be taken to help explain the recent situation of the team and the requirements of the company to employees, so that employees can pay attention to it from the ideological level. For the service quality requirements put forward by team employees in this special period, it is best to have specific measurable figures, such as customer satisfaction needs to reach 96%.

The customer service supervisor should convey the working concept of "respecting customers, being polite and serving with a smile" to employees at the class meeting. Once you point out the direction and have a unified goal, the team will not fight blindly, and the emotions between people can be contagious. Whether it is positive or negative, it mainly depends on how team leaders create an atmosphere.

Second, measures to ensure implementation (Keywords: learning, face-to-face, case teaching)

Enthusiasm is not enough. Only measures implemented in the field can ensure the realization of the goal.

After setting the goal, before reaching the goal, we should tell employees where our shortcomings are, where employees can strengthen, and what we can do for some specific calls, and list all these measures and implement them in our usual work to guide employees to move forward.

What can the front-line team leader do to ensure the implementation of the measures?

1)

Participate in the planned training and study together with employees, and give clear answers to the problems found in the training in time to avoid misleading employees with wrong answers;

2) Scenario simulation

Some services are too written for employees to communicate with customers. It is suggested that employees and employees can play different roles under conditions and venues, real scenes can be reproduced, employees' impressions can be deepened, and problems can be found in advance by practicing in advance.

3) monitoring afterwards

We can know the effectiveness of team members through post-event monitoring, and know everyone's mastery through post-event recording monitoring and face-to-face oral test. Post-monitoring is suitable for supervisors to know a large number of incoming calls of specific business of the group. Face-to-face testing is very effective for individual employees who need to focus on improvement alone, but we should grasp the scale and not put too much pressure on employees.

4) Carry out case teaching regularly.

Before listening to the recording, let different employees analyze the advantages and improvements of the recording from the perspectives of service, attitude, norms, skills and terms of service. Empathy can make employees deeply understand the customer's perception. Listening to other people's good recordings allows employees to quickly copy other people's strengths for their own use.

Third, provide support for employees (keywords: emotion, business)

Supporting employees is not just shouting slogans, but implementing them in action.

Support includes emotional intervention and online complaint support.

1) Emotional intervention can be done by watching and listening.

what do you think?

During the period of 3 15, the supervisor should strengthen the patrol, because some employees will not ask for help easily, and pay attention to the changes of employees' body language (such as patting the mouse, tapping the keyboard, pressing their ears, stamping their feet, etc.). ), and then judge whether employees need to intervene or support;

How to listen?

You can use the monitoring function of customer service system to sample and record afterwards or monitor online to understand the status of employees. Generally, employees' mood fluctuates little, so there is no need for direct intervention (intervention will not only affect customers' perception, but also give employees too much pressure). The supervisor can judge whether to give emotional counseling after hanging up the phone.

Generally, employees who have worked for many years have certain emotional self-repair ability. Of course, it does not rule out that some excited employees cannot adjust in the short term. The supervisor can ask employees to apply for a rest first to adjust their mood. If possible, they can be advised to check the system to adjust their mood, such as listening to him and listening to relaxing music to relieve stress.

2. Online complaint support

Employees may encounter customers who want to solve the problem immediately or are unwilling to hang up, but they can't deal with it immediately for regulatory reasons. In this case, employees can be mobilized to take over, and some people may question whether it is effective to change people.

In fact, it turns out that this online complaint support method is effective for some customers, because the change of identity will enhance customers' perception (feeling valued). Some calls that take thousands of seconds at the employee level may take only a few hundred seconds to reach the supervisor.

Of course, the supervisor is required to control the expectations of employees, otherwise any customer will be transferred to the superior easily, and the supervisor will not be able to concentrate on the key work. They should learn to let employees learn to use their own knowledge to solve problems independently and get rid of the psychology of relying too much on the supervisor.

Fourth, lead by example (Keywords: praise)

An employee's behavior is always good and bad. Turn a blind eye or intervene in time? The supervisor's timely feedback on employees' behavior will let employees know whether their direction is correct or not, and in addition, it will also encourage employees.

If you want the team's employees to pay attention to something, you should strongly praise the employees who have done well in this matter, and others will know how to do it. This is what the team pays attention to.

For employees who have performed well during the service quality improvement period, such as colleagues who have been praised by customers orally or by SMS, please don't give up the opportunity of praise. This positive example will encourage praised employees and other members to consciously conform to this standard. This is the exemplary role of "pacesetter".

Praise can be given orally before class or in writing through the note system. Pay attention to three elements when praising: the name of the specific person, what's the matter, why you are praised, and don't be vague.

An ambiguous and evasive praise is far more harmful than not praising employees.

Five, timely feedback (Keywords: active communication)

Employees are the most direct contacts with customers and have the most say in customers' voices and business process suggestions. As a supervisor, one of the important tasks is not to let the voice of customers drown in the torrent of traffic, because the problems that employees choose to ignore may not be solved as long as they are not discovered.

No matter how mature a customer service is and how perfect the process is, there will be imperfections. Supervisors should encourage employees to give active feedback. Once receiving the feedback from employees, the supervisor should communicate with the back-office employees in time so that they can give solutions in time.

Perhaps because of your feedback, the employees who answered the same call later had a well-thought-out plan and answered easily.

Team management is sometimes like this. Is it active communication or "front door sweeping snow"? See how strongly you want to solve this problem.

Six, humanistic care (Keywords: easy)

If the service quality of a team declines, the direct impact on the employees who value service is the sharp increase in pressure. At this time, of course, there can be no more pressure at the next higher level. Although the customer service supervisor should bear certain assessment pressure, he should also try his best to turn the pressure into motivation, give more support to employees, talk more about the background and current situation, and give less pressure. I believe that your sincerity and dedication can be felt by employees. Over time, the data will be reflected.

It is suggested that during this period, the supervisor should not give too much pressure except pointing out the direction and goals for the team. On the contrary, he should provide more support for employees online and create a relaxed and happy atmosphere for employees. For example, before class, I will share some jokes with you to relax my nervousness and let everyone go into battle easily. After class, some colleagues can share the happy things and the most successful things at work.

If possible, carrying out team activities with team members, such as eating or singing K, can not only deepen the communication between superiors and subordinates, but also promote the feelings between team members.

Only when you are happy, you are willing to laugh with your subordinates, and when you are sad, you are willing to face your subordinates' supervisors, so that employees will be willing to turn around you.

As far as improving service quality is concerned, as long as the supervisor does his job well, provides enough support for employees and guides employees to pay attention to it, I believe it is not as difficult as expected to improve service quality. On the other hand, maybe your efforts are an excellent opportunity to verify the strength of your management team.