First, unify thoughts and create an atmosphere. Meeting Mobilization If your team is faced with the need to improve service quality, then pass on your goals to employees. Moreover, this goal must be quantified, and a special meeting to convey quantitative indicators can be put in place.
List the latest data before the meeting, put forward improvement goals and measures that can be taken to help explain the current 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, conversion rate, response time, etc.
The customer service supervisor should convey the working concept of "respecting customers, being courteous to customers and providing all-round service" to employees at meetings. 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 depends mainly on how the team leader creates an atmosphere.
Second, ensure the implementation of measures. It is not enough to have full enthusiasm in learning, case teaching, supervision and assessment. 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 them, and what we can do about some existing problems. We should 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) Conduct regular training and study, and participate in customer service professional training and study with employees. For the problems found in training, give clear answers to employees after timely confirmation, and avoid misleading employees with wrong answers;
2) Scenario simulation Some services are written too much and are not suitable for employees to communicate with customers. It is suggested that employees and employees can play the roles of customer and customer service respectively. Reproduction of real scenes can deepen employees' impression, and drilling in advance can find problems in advance.
3) Follow-up of daily affairs Through the background data of the platform, we can learn about the work of team members, spot check the chat records between customer service and customers, conduct performance appraisal and face-to-face test on customer service, and guide and train employees who need to improve service quality, which has achieved good results.
Supervisors should also control employees' expectations, so that employees can learn to use their own knowledge to solve problems independently and get rid of the psychology of relying too much on supervisors.
Third, humanistic care. Easy care is not just shouting slogans, but putting them into action. Generally, customer service 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 let employees take a proper rest to adjust their emotions, understand the crux of their subordinates' emotions, and appease the customer service emotions accordingly.
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 customer service and customer service supervisor should bear certain assessment pressure, they should try their best to turn pressure into motivation, give more encouragement to employees and less pressure. I believe that your sincerity and dedication can be felt by employees, and the data will be greatly improved over time.
Fourth, lead by example. Praise If you want the staff of the team to pay attention to something, you should praise the staff 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, if they are praised by customers, please don't give up the opportunity to praise them. This positive example will encourage praised employees and other members to consciously conform to this standard. This is the exemplary role of "pacesetter".
Fifth, timely feedback. Active communication. No matter how professional the customer service is, there will be problems that cannot be solved. Supervisors should encourage employees to give active feedback. Once receiving feedback from employees, the supervisor should communicate with customer service in time so as to give a solution in time.