How to Improve and Maintain the Quality of Your Customer Support
For an organization to excel and grow, it needs to be able to impress and satisfy its customers with the products and services that it has to offer, one very important service that any established business has to offer is customer support. Customer support functions exist to provide customers with services that guide/assist the customer and ensure that their overall experience with the organization is satisfactory. Customer support plays a pretty important role in ensuring customer satisfaction and building customer trust, which is why an organization should always make an effort in improving its customer support.
One of the best ways to improve your customer support is to work on your employees; your employees are one of the most valuable assets that you have, they are the components without which an organization cannot function at all. Customer support agents are on the frontlines of a business, interacting with customers and catering to their needs and wants, from a customer’s point of view; a support agent is the representative of an organization, and they gauge an entire organization based on their interaction with this individual.
This is why it is extremely important to train your support staff, one can have the best customer service software at hand and a thoroughly planned out approach to handling customers, but if their support agents are not up to the mark then your customer support will always be lacking. The best way to train customer support personnel is through the use of customer support training programs that introduce employees to your goals, reinforce the priorities of your customer support functions and teach them how to deal with customers.
An organization with a solid customer support training program can make its customer support highly effective. When developing training programs, there are three basic things that you should start out with; documentation, collaboration, and reinforcement.
Customer support is all about information; finding information, organizing it and then presenting it to the customer, in order to make this possible, your support team members should know all about their tasks like the back of their hands. In order to make sure that all of your agents are familiar with the functions of your customer support, you need to focus on creating and maintain useful documentation from the start. Good documentation ensures that information is noted down and preserved, this practice can be backed up by creating an environment of learning where people share their experiences with one another, this way all of your agents get to learn and adapt.
Documenting your SOPs, norms, information about what tools are available to the team and how to use them can really increase the performance levels of your customer support. Proper documentation can significantly reduce the time it takes for new employees to learn the ropes as well.
Along with documentation, teamwork and cooperation should be encouraged as well, a collaborative customer support team will be able to get things done quicker, more efficiently and will also reinforce the concept of learning and sharing information with one another. A collaborative team will also create an environment in which newcomers will have an easier time adjusting, the popular buddy system can be used to pair newcomers with older employees to give them a helping hand in their first few days/weeks. This approach to training new employees can also develop existing employees as they get the chance to pass on their skills to someone else.
An important thing to keep in mind is that training takes time, you cannot expect to notice a visible difference in your team’s performance a week or two after having implemented your training program. The effects of training start becoming noticeable gradually, and in order to make sure that they do not go away, training should be constantly reinforced. When you design your training program, you should make sure that it has elements that can be implemented in the long run, this can be done by continually giving your employees opportunities in which they can further develop their skills. Switching roles every now and then, adding more tasks to their job descriptions and other challenges will keep your employees motivated and also make sure that their job does not become too monotonous.
Training your support staff and keeping their work interesting for them is an essential task for any organization that wants to make the most out of its customer support.
You can click here to read more about how you can work on setting up an exceptional customer support team for your organization.
Apple helps discover new technique that could make aluminium for iPhones and other products without damaging the environment
Apple has helped find a new way of making aluminium that could revolutionise the way that iPhones and other products are made.
The new technique completely eliminates greenhouse gases from the smelting process, in a discovery that it says is a "revolutionary" change in the way the key metal is made.
Aluminium is one of the most important materials used by Apple: it is what just about every Apple product's case is made of. But that is a problem because Apple is committed to being as green as possible, and making the metal does a considerable amount of damage to the Earth and the environment.
Source - Independent
Bitcoin conferences flood New York, bringing millions in ticket sales
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When it kicks off this week, one ticket to CoinDesk's Consensus three-day conference in New York City can cost roughly $2,000. Well over 4,000 are expected to attend, up from 2,700 attendees last year. So at a minimum, the conference is likely bringing in $8 million.
Source - CNBC