How can your customer service exceed expectations?

Customer service is constantly evolving, driven by shifting customer expectations and market disruptions. In addition to external developments, there are internal expectations and a new skillset for the customer service employee to learn. As an organisation, how do you ensure that your customer service employees are ready and willing to exceed these expectations?

HR stays in touch

To meet the changing situation, it’s vital that HR is in constant contact with the operational management and employees of your customer service department. Only then can information from the customer, ideas from the managers and the interests of employees be combined to form an adaptable skill or expectation plan. This plan forms the basis of our training department.

Willingness to adapt

In these challenging times, flexibility is more important than ever. Employee engagement is an important factor in finding employees who are willing to learn these new courses or skills. We guarantee that your in-house ContactExperts are taught the skills and can share them with your customer service employees.

Mentoring

In the current Covid-19 situation, introducing a mentor or a role model is not easy. And yet when it comes to adjustments that need to be implemented relatively quickly, a mentor is extremely valuable. Customer service employees should also be given the opportunity to share their experiences via digital meetings. Here too, the influence of the role model or mentor should not be underestimated. They provide proof of results through concrete success stories. Our experienced in-house customer service agents will provide added value and strengthen your team.

From HR, training and operational management to the customer service employee: it takes many parts to make sure that every customer contact runs smoothly and that both customer and internal organisation expectations are exceeded.

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