{"id":39170,"date":"2022-07-12T08:32:13","date_gmt":"2022-07-12T06:32:13","guid":{"rendered":"https:\/\/enreach.es\/?p=39170"},"modified":"2022-07-12T08:34:47","modified_gmt":"2022-07-12T08:34:47","slug":"8-reptes-en-el-servei-al-client-i-com-resoldrels","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/8-reptes-en-el-servei-al-client-i-com-resoldrels\/","title":{"rendered":"8 reptes en el servei al client i com resoldre\u2019ls"},"content":{"rendered":"

Els agents de servei al client estan en primera l\u00ednia per resoldre problemes i gestionar les expectatives dels clients, per\u00f2 trobar una soluci\u00f3 no sempre \u00e9s tan f\u00e0cil com sembla.<\/p>\n

La forma en qu\u00e8 un agent aborda un repte pot ser la difer\u00e8ncia entre un client fidel o un que marxar\u00e0 a la compet\u00e8ncia. Comprendre els principals reptes comuns, i com abordar-los, \u00e9s nom\u00e9s el primer pas per garantir la lleialtat del client a llarg termini.<\/p>\n

8 reptes en el servei al client i com resoldre\u2019ls <\/strong><\/h3>\n

1) Gestionar les expectatives del client<\/strong><\/h3>\n

El nucli de totes les interaccions de servei al client \u00e9s comprendre les necessitats del client i la millor manera de satisfer-les. Comen\u00e7a amb els agents de servei al client escoltant activament al client mentre explica el seu problema. Despr\u00e9s, aquests han d\u2019actuar com investigadors mentre agafen aquella informaci\u00f3 i fan preguntes addicionals per arribar a l\u2019arrel del problema amb l\u2019objectiu d\u2019identificar la millor soluci\u00f3 en funci\u00f3 dels processos i procediments de l\u2019empresa<\/strong>.<\/p>\n

Els <\/strong>agents de servei al client<\/strong><\/a> han d\u2019empatitzar amb els clients perqu\u00e8 necessiten construir una relaci\u00f3 que inspiri confian\u00e7a<\/strong>. Si el client sab\u00e9s com resoldre el problema de forma independent, no demanaria ajuda. En aquest sentit, l\u2019agent pot fer preguntes de seguiment per obtenir m\u00e9s context per a la resoluci\u00f3 de la consulta. Una cop identificat el problema i la possible causa, es pot comen\u00e7ar a trobar solucions viables<\/strong>.<\/p>\n

2) No tenir una resposta satisfact\u00f2ria<\/strong><\/h3>\n

L\u2019expectativa general que es t\u00e9 dels agents \u00e9s que resolguin qualsevol inquietud o problema que pugui tenir un client. No obstant, inevitablement arribar\u00e0 un moment en que un agent de servei al client no pugui respondre a la pregunta d\u2019un client o proporcionar una soluci\u00f3 satisfact\u00f2ria al seu problema. Si una soluci\u00f3 adequada porta m\u00e9s temps de la primera trucada, s\u2019han de gestionar les expectatives dels clients amb seguiments programats regularment<\/strong>. \u00c9s essencial gestionar les expectatives i proporcionar una actualitzaci\u00f3 si encara hi ha una resoluci\u00f3 completa en curs.<\/p>\n

3) Transferir trucades de clients amb massa freq\u00fc\u00e8ncia<\/strong><\/h3>\n

Hi ha dues senyals d\u2019alerta pels clients quan es posen en contacte amb el servei al client: una cadena telef\u00f2nica que segueix i segueix i missatges automatitzats que els transfereixen d\u2019un equip a un altre. Si b\u00e9 de vegades \u00e9s necessari transferir una trucada per satisfer millor les necessitats del client, fer que aquest proc\u00e9s sigui el m\u00e9s fluid possible \u00e9s crucial per crear una experi\u00e8ncia del client (CX) superior<\/strong>. L\u2019agent ha d\u2019informar al client amb qui parlar\u00e0 i per qu\u00e8 aquesta transfer\u00e8ncia \u00e9s apropiada per a les seves necessitats particulars.<\/p>\n

4) Lidiar amb clients molestos<\/strong><\/h3>\n

Una experi\u00e8ncia desafortunada per\u00f2 comuna \u00e9s trobar-se amb clients emprenyats, i es necessita habilitat per gestionar-los adequadament. Els clients volen que es prengui seriosament la seva insatisfacci\u00f3 i que el seu problema es resolgui el m\u00e9s aviat possible. \u00c9s essencial que un agent de servei al client escolti i respongui amb empatia durant aquestes interaccions<\/strong>. Una bona pauta \u00e9s disculpar-se per la situaci\u00f3, ja que un agent de servei al client ha d\u2019assumir la seva responsabilitat en nom de l\u2019organitzaci\u00f3.<\/p>\n

5) Combatre els talls de servei<\/strong><\/h3>\n

\u00c9s fonamental ser transparent amb els client sobre el que fa i no sap l\u2019equip de servei quan tenen lloc talls de servei. El millor enfocament \u00e9s explicar quin sembla ser el problema en aquell moment, fins i tot si no hi ha un temps estimat actual de resoluci\u00f3<\/strong>. Sovint, hi ha un pla de resposta de comunicaci\u00f3 en curs per part d\u2019aquells que treballen als equips de resposta a la interrupci\u00f3 o a la crisi en casos com aquest.<\/p>\n

6) No tenir suficient temps degut a atendre a diversos clients alhora<\/strong><\/h3>\n

Abordar m\u00faltiples tasques i clients alhora de vegades \u00e9s inevitable. Sovint, \u00e9s millor tenir un m\u00e8tode per gestionar aquests escenaris quan sorgeixen. Al dirigir-se al primer client, l\u2019agent ha d\u2019informar-lo que el temps que portar\u00e0 gestionar la seva consulta o trobar una soluci\u00f3. Els usuaris solen estar conformes amb qu\u00e8 els posin en espera si aix\u00f2 vol dir que s\u2019apropa una resoluci\u00f3 al seu problema<\/strong>.<\/p>\n

Despr\u00e9s, si arriba una altra trucada, s\u2019espera que l\u2019agent de servei al client realitzi m\u00faltiples tasques en ambdues interaccions. L\u2019objectiu ha de ser crear una experi\u00e8ncia personalitzada, fins i tot al gestionar diverses trucades<\/strong>. Aquesta \u00e9s una habilitat que es desenvolupar\u00e0 amb el temps i requereix pr\u00e0ctica per perfeccionar-se.<\/p>\n

7) No tenir soluci\u00f3 al problema del client<\/strong><\/h3>\n

Ocasionalment, un client pot tenir una sol\u00b7licitud que va m\u00e9s enll\u00e0 del que proporciona o ofereix una empresa. En aquesta situaci\u00f3, l\u2019agent de servei al client \u00e9s responsable de gestionar les seves expectatives. El millor \u00e9s proporcionar una alternativa comparable si \u00e9s possible.<\/p>\n

8) Tenir poca consist\u00e8ncia en les consultes de servei al client <\/strong><\/h3>\n

A mida que evolucionen les ofertes de serveis i productes, poden sorgir nous procediments per abordar problemes a partir d\u2019experi\u00e8ncies ad hoc<\/em>. Com a resultat, l\u2019experi\u00e8ncia del servei al client pot ser inconsistent i no estar alineada amb el flux de treball o amb l\u2019etapa adequada del customer journey<\/strong>. L\u2019agent ha de poder emprar la seva experi\u00e8ncia per ajudar a abordar qualsevol discrep\u00e0ncia. A mida que l\u2019equip de servei al client compara el treball de l\u2019agent amb el pla establert, poden identificar \u00e0rees clau que han de revisar-se tenint en compte el recorregut del client<\/strong>.<\/p>\n

En definitiva, l\u2019aplicaci\u00f3 dels consells identificats en aquests vuit reptes permetr\u00e0 als agents de servei al client abordar situacions desafiants i ajudar a construir una lleialtat duradora.<\/p>\n","protected":false},"excerpt":{"rendered":"

Els agents de servei al client estan en primera l\u00ednia per resoldre problemes i gestionar les expectatives dels clients, per\u00f2 trobar una soluci\u00f3 no sempre \u00e9s tan f\u00e0cil com sembla. La forma en qu\u00e8 un agent aborda un repte pot ser la difer\u00e8ncia entre un client fidel o un que marxar\u00e0 a la compet\u00e8ncia. Comprendre… Read more »<\/a><\/p>\n","protected":false},"author":7,"featured_media":39171,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[3349,3354,3355,3289,3202,3352,3350,3353,3337,3351,3201,3323],"class_list":["post-39170","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent","tag-agents","tag-call-centers-ca","tag-contact-centers-ca","tag-customer-journey","tag-cx-ca","tag-escolta-activa","tag-expectatives-del-client","tag-experiencia-personalitzada","tag-interaccions-dels-usuaris","tag-lleialtat-del-client","tag-servei-al-client","tag-tecnologia-cloud-ca"],"acf":[],"yoast_head":"\n8 reptes en el servei al client i com resoldre\u2019ls - Enreach ES<\/title>\n<meta name=\"description\" content=\"Els agents de servei al client estan en primera l\u00ednia per resoldre problemes i gestionar les expectatives dels usuaris.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/ca\/blog\/8-reptes-en-el-servei-al-client-i-com-resoldrels\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"8 reptes en el servei al client i com resoldre\u2019ls - 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