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Tham khảo tài liệu 'awinningcustomerservicestrategy', kinh doanh - tiếp thị, quản trị kinh doanh phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả | TtCHNÜLDOÏ H H htROC MC NT STUFFING SOLUTIONS A Winning Customer Service Strategy Providing high-quality customer service in the help desk requires much more than just technical troubleshooting skills. Employees must have excellent listening and communication skills telephone skills writing skills and they must be able to solve and prevent problems in the help desk. In addition the ability to handle difficult customers and minimize stress during the workday also increases the level of customer service they provide. These soft skills are often more important in ensuring a high level of customer satisfaction than an employee s technical knowledge. Release Date December 8 2002 T6CHN0LD0T H H htROC ME NT STUFFING SOLUTIONS Providing high-quality customer service in the help desk requires much more than just technical troubleshooting skills. Employees must have excellent listening and communication skills telephone skills writing skills and they must be able to solve and prevent problems in the help desk. In addition the ability to handle difficult customers and minimize stress during the workday also increases the level of customer service they provide. These soft skills are often more important in ensuring a high level of customer satisfaction than an employee s technical knowledge. Link Satisfaction to Training In order to improve customer satisfaction within the support environment a customer service strategy should be in place to solicit feedback from customers. Do they enjoy their support experience What do they think about the level of service What do they say when they complain about the service The answers to those questions and data from the problem management system should then be used to develop a training program to improve the skill level of the help desk employees. Combine the customer service strategy with a solid employee hiring process that recruits new employees with the necessary skills and it will result in an increase in customer satisfaction. It .
