On the self-cultivation of a customer service supervisor: how to improve service

A friend asked: The service quality of my team has declined very badly. I hope to improve it in the near future. Is there any suitable working method to help team members improve the service quality as soon as possible?

Service quality is of great significance to a customer service center, because good service means good customer perception, the solution of needs, and the continuation of the product life cycle. The impact of bad service is the opposite. Therefore, no customer service center does not attach importance to service quality and will list service quality as the key task of each position.

For front-line direct managers and customer service supervisors, how should they ensure that their teams and employees have service awareness? If you really want to do it well, there is actually a way.

1. Unify ideas and create an atmosphere (keywords: meetings, mobilization)

If your team is facing a decline in service quality, you need to improve service quality in the near future. Go up, before doing anything, you must first pass your goal to the employees, and this goal must be quantified. For example, you can hold a large class meeting with the theme: "Service Quality Mobilization Meeting" to organize all Employee involvement.

Before holding a meeting, you must first be prepared to list recent data, suggested improvement goals, and possible measures to help explain the team's recent situation and company requirements to employees, so that Employees pay attention to it from an ideological level. For team employees to put forward service quality requirements during this special period, it is best to have specific and measurable figures. For example, customer satisfaction needs to reach 96%.

Customer service supervisors should convey the work philosophy of "respecting customers, serving politely, and serving with a smile" to employees in class meetings. Once you point out the direction and have a unified goal, the team will not be blind. In combat, emotions between people can be contagious. Whether it is positive or negative, it mainly depends on how the team leader creates the atmosphere.

2. Ensure the implementation of measures (keywords: learning, interview, case teaching)

Full enthusiasm is not enough. Only implemented measures can ensure the goals are achieved. achieved.

After setting a good goal, we should tell employees where our shortcomings are before reaching the goal, what aspects can employees strengthen, and what can we do for some specific calls. List all these measures, implement them into daily work, and guide employees to move forward.

What can frontline team supervisors do to ensure the implementation of measures?

1) Study together

Participate in the training and learning of the plan with employees. For problems found in the training, promptly confirm and give employees definite answers to avoid misleading by wrong answers. Employees;

2) Scenario simulation

Some services are too written and are not suitable for employees to communicate with customers. It is recommended that employees can communicate with customers if conditions and venues are available. Employees play different roles, and reenacting real scenes can deepen employees' impressions, and early rehearsals can identify problems in advance.

3) Post-monitoring

Through post-monitoring, you can understand the effectiveness of team members’ mastery. You can understand everyone’s mastery through post-recording monitoring and face-to-face oral tests. Post-monitoring is suitable for supervisors to understand a large number of Regarding the call situation of specific business groups, face-to-face testing is very effective for individual employees who need to focus on improvement individually, but the size must be grasped and not put excessive pressure on employees;

4) Regularly carry out case teaching< /p>

Before listening to the recording, let different employees analyze the advantages and improvement points of the recording from the perspectives of service, attitude, norms, skills, service terms, etc. Empathy can allow employees to have a deeper understanding of the customer's perception. Listening to other people's good recordings allows employees to quickly copy other people's strengths for their own use.

3. Provide support to employees (keywords: emotions, business)

Supporting employees is not about shouting slogans alone, but must be implemented into actions.

Support includes emotional intervention and online complaint support.

1) Emotional intervention can be done in two ways: "seeing" and "listening".

How to see it?

During the 315 period, supervisors should strengthen patrols because some employees will not easily ask for help. Pay attention to changes in employees' body language (such as clicking the mouse, keyboard, pressing ear marks, stamping feet, etc.) , and then determine whether the employee needs intervention or support;

How to listen?

You can use the monitoring function of the customer service system to sample and record afterwards or listen online to understand the status of employees. Generally, employees’ emotions do not fluctuate much and do not require direct intervention (intervention will not only affect customer perception, but also Putting excessive pressure on employees), the supervisor can judge whether to provide emotional counseling after hanging up the line.

Generally, employees who have been in the industry for many years have a certain ability to self-repair their emotions. Of course, it is not ruled out that some employees who are more excited cannot adjust in the short term. The supervisor can ask employees to apply for a break first to adjust their mood. If conditions permit, they can be advised to sign Use the system to adjust your mood, such as listening to him talking or listening to relaxing music to relieve stress.

2. Online complaint support

Employees may encounter customers who require immediate resolution or are unwilling to hang up, but cannot handle them immediately due to regulations. In this case, employees can be transferred to take over the task. Some people may question, wouldn't it be effective to change another person?

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

Of course, supervisors are required to control employees' expectations. Otherwise, any customer will be transferred to their superiors at every turn. Supervisors will not be able to focus on key tasks. They must learn to let employees learn to use their own knowledge and be independent. Solve problems and get rid of over-reliance on your supervisor.

4. Set an example (keyword: praise)

There are always good and bad behaviors of an employee. Do you turn a blind eye or intervene in time? Supervisors' timely feedback on employees' behavior will let employees know whether they are heading in the right direction, and they can also receive encouragement.

If you want the employees of the team to pay attention to something, you should praise the employees who have performed well in this matter, and other people will know how to do it, and the team will pay attention to it.

For employees who have performed well during the service quality improvement period, such as colleagues who have been praised verbally or by text messages by customers, please do not give up the opportunity to praise them. This kind of positive example will encourage the employees who were praised. , other members will also consciously follow this standard. This is the role model of the "pace-setter".

Praise can be given verbally in front of the class or in writing through the note system. Pay attention to clearly stating three elements when praising: the specific name of the person, what happened, and why the person was praised. Do not be vague. .

A unclearly expressed and evasive commendation can cause far more harm than failure to praise an employee.

5. Timely feedback (keyword: proactive communication)

Employees are the group that has the most direct contact with customers and have the most say in customers’ voices and business process suggestions. As a supervisor, one of your important tasks is not to let customers' voices be drowned in the flood of calls, because problems that employees choose to ignore may remain unresolved as long as they are not discovered.

No matter how mature a customer service is and how perfect the process is, there will still be imperfections. Supervisors should encourage employees to take the initiative to give feedback. Once they receive feedback from employees, supervisors should communicate with back-end support staff in a timely manner so that they can provide timely solutions.

Maybe because of your feedback, the employees who answer the same call later will be confident and respond easily.

Team management is like this sometimes. Do you want to communicate proactively, or do you want to "sweep the snow on your own"? Depends on how much you want to solve the problem.

6. Human care (keyword: relaxed)

If the service quality of a team declines, the direct impact on employees who value service will be a sharp increase in pressure. This Of course, there should not be too much pressure from the previous level.

Although customer service supervisors have to bear a certain amount of assessment pressure, they should try their best to turn the pressure into motivation, give more support to employees, talk more about background and current situation, and give less pressure. I believe your sincerity and dedication will be felt by employees. In time, , the data will be reflected.

It is recommended that supervisors not only give the team directions and goals during this period, but also not put too much pressure on them. On the contrary, they should provide more support for employees online and deliberately create an easy and comfortable environment for employees. Happy atmosphere. For example, before the class, we will share some jokes with everyone to relax the tension and make it easier for everyone to go into battle. After the class, some colleagues can share the happy things and the most successful things at work.

If possible, carry out team activities with team members, such as eating or singing karaoke, which can not only deepen communication between superiors and subordinates, but also promote feelings among team members.

Only a supervisor who is willing to laugh with his subordinates when he is happy and face them when he is sad will have employees who are willing to follow you.

Regarding the matter of improving service quality, as long as the supervisor does his or her job well, provides adequate support to employees, and guides employees to pay attention, I believe that improving service quality is not as difficult as imagined. Let’s look at it from another perspective. Look, maybe your efforts are a great opportunity to verify the strength of your management team.