전화를 통해 전달되는 상담원의 미소는 적절한 시점에 사용해야 합니다. 너무 과하면 가식적으로 보일 수도 있지만 고객과 대화 중에는 항상 친절해야 합니다. 고객의 질문에 답하고, 필요한 정보를 전달할 때 직접 대면하고 대화하듯이 미소 지어야 합니다. Show  고객 서비스 처리 업무의 일부는 고객의 언어와 어조를 반영하는 것입니다. 다른 이의 말투와 어조를 거울에 비추어 보면 관계를 형성하는 데 도움이 됩니다. 물론 고객이 화가 났을 때 이를 따라하고 싶지는 않을 것입니다. 일단 목소리를 조금 높여 본 다음 강도를 낮추어 보세요. 고객들은 분별력 있는 사람에게 도움을 받을 때 더 잘 반응합니다. 지원 조직의 성공적인 운영을 위한 기반을 다지세요 최고의 고객 서비스 상담원은 채널을 자유롭게 넘나들며 각 채널에 적합한 응대 스킬로 문제를 해결합니다. 고객과 공감을 바탕으로 소통하는 능력과 제품에 대한 지식을 키운다면 고객 서비스 분야의 락스타가 될 수 있습니다.
우리는 목소리를 통해 감정을 전달합니다. 고객 서비스 상담원은 경험을 통해 고객의 분노가 어떻게 전달되는지 잘 알고 있습니다. 소통은 양방향으로 일어납니다. 따라서 고객의 분노 여부에 관계 없이 스크립트를 읽는 상담원들은 자신의 어조를 잘 살펴야 합니다. 숙련된 전화 지원 상담원이 갖추어야 할 사항은 다음과 같습니다.
이메일 지원의 경우 글 쓰기 능력을 연마하는 것이 중요합니다. 이메일 응답은 가장 정교해야 합니다. 문제를 자세히 설명하되, 간단 명료하게 작성해야 하고, 내용을 수정하는 데 시간을 들여야 합니다. 훌륭한 이메일 지원을 위해 필요한 것은 다음과 같습니다.
실시간 채팅 지원을 잘 하려면 전화와 이메일을 아우르는 스킬이 필요합니다. 전화로 고객 서비스를 제공할 때와 같이 실시간 대화에도 능해야 하지만, 이메일 지원을 할 때처럼 글 쓰기 능력도 좋아야 합니다. 훌륭한 실시간 채팅 상담원에게 필요한 것은 다음과 같습니다.
소셜 미디어 지원은 여러 채널에 동원한 스킬들을 모두 합쳐야 합니다. 실시간 채팅이 가능하지 않을 때, 고객은 빠른 답을 얻기 위해 기업의 소셜 미디어를 방문합니다. 소셜 미디어로 고객 서비스를 제공하는 것은 경험이 많거나, 전문성이 높은 상담원을 통해 제공되기도 합니다. 소셜 미디어 지원의 경우 다음과 같은 스킬이 중요합니다. Page 2It’s easy to feel overwhelmed by the number of key performance indicators (KPIs) applicable in customer experience environments. When thinking about customer experience and how it leads to business success, it might make sense to break the total experience down in smaller insights based on your company’s unique goals and different parts of the customer journey. This way, you can develop a goal-oriented approach to determine which KPIs are better suited to measure your performance. If, for example, you identify customer attraction, engagement, and retention as three strategic aspects of the customer experience, consider starting with these key KPIs to benchmark your performance: 10 customer experience KPIs to measure
The percentage rate at which customers stop subscribing to a service over a given time-period is referred to as churn. Reducing churn rates is the first step towards learning how to retain an existing customer and increasing revenue streams. Low churn rates reveal satisfaction with your level of service and, therefore, a superior customer experience and customer loyalty. One key factor that affects churn rate is the customer effort score, which measures how easy or difficult it is for a customer to complete a purchase, return an item, and so on. Be sure to keep an eye on that metric. 2. Net Promoter ScoreNet Promoter Scores (NPS)℠ are vital for assessing where you stand with your customers. A lower NPS indicates that you need to put work into swaying your customers’ opinion of your company. Implementing Voice of the Customer programs is a great starting point to begin incorporating customer feedback into your products and services to boost Net Promoter Scores. This assessment can play a significant role in boosting your customer retention rate. 3. Customer SatisfactionCustomer Satisfaction Score (CSAT) is another customer experience measurement, often measured by interaction type. High satisfaction scores demonstrate a customer-centric culture and indicate that you have met or surpassed your customers’ expectations in any given experience. And research by Zendesk and ESG revealed that companies with high customer satisfaction scores also experience improved customer retention. 4. Average Resolution TimeThe average resolution time is a customer service KPI that refers to the average time it takes for a customer care agent to resolve a customer issue. This customer support metric directly correlates to customer satisfaction and reflects your team’s efficiency. Your time to resolution matters as 73 percent of customers say fast resolutions are the top component of a good customer service experience, according to Zendesk’s Trends Report.
Last year, we learned that customer needs can change in a blink. This free report will help you learn how to keep up. Customer Engagement5. Customer Acquisition RateProviding a better experience throughout the buyer journey will help you keep prospects engaged and moving towards a purchase decision. The lower the customer acquisition rates the more likely you are to make a return on investment from your marketing and sales campaigns and win a new customer. 6. Conversion rateThe customer experience is critical for the buying process. Optimizing the experience across the buyer journey helps boost conversion rates at every touchpoint. Increased conversion rates mean that prospects are moving along the buyer funnel incentivized by the customer experience. 7. Cart abandonment rateAccording to Baymard Institute, the average shopping cart abandonment rate is 68.53 percent. There are many reasons behind cart abandonment but many of them can be fixed just by redesigning the experience. For example, if potential customers are abandoning their carts due to lingering questions, you might deploy a chatbot or embedded messaging on your checkout page so they have an easy way to reach support, without having to leave the experience. Reduced cart abandonment rates are an indicator of a well thought out user experience, potential repeat customers, and increased sales. Customer Attraction8. Marketing campaign effectivenessThis KPI is defined as the return on investment (ROI) for any given marketing campaign initiative and helps you evaluate the overall growth rate of your company. Marketing is no longer about advertising, it is about reflecting the voice of your customers in the business and satisfying their needs. The more effective the marketing campaign, the better the customer experience is represented. 9. Direct trafficDirect traffic is a CX metric resulting from any interaction specifically identified to a certain company activity intended to drive traffic. Direct traffic goes hand in hand with brand awareness and generates opportunities for future growth. 10. Pages per visitThe amount of time your visitors spend on your site is an indicator that your content is relevant and appealing. Enhancing the customer experience on site is one of the best ways to ensure visitors don’t lose interest and learn more about your brand and its products. Measuring customer experienceAccording to Zendesk’s 2021 Customer Experience Trends Report, 75 percent of customers will spend more to buy from a company that offers good CX. Bearing this in mind, it’s no surprise that businesses are increasingly investing in a customer experience platform to attract, engage, and retain customers. As companies allocate large chunks of their budgets to improve customer experience initiatives, they need a way to measure the results of their efforts. While there is no out-of-the-box solution to measure your efforts at optimizing the customer experience, a comprehensive approach that combines different customer experience metrics might make the most sense. As mentioned earlier, try thinking of the metrics through the perspective of your company’s objectives and use these fundamental KPIs as the starting point. Learn more tips for measuring the customer experience here. Net Promoter and NPS are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld. |
What does a companys prompt courteous and helpful answering of a telephone with a human operator signal to the customer who is calling?
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