In order for our products to continue to be chosen in the market in the future, we must satisfy our customers and resolve their current complaints. There are two most important indicators for CX operations. 1) Proportion of inquiries It’s about looking at the number of inquiries compared to the growth of the service. Check the proportion of inquiries compared to indicators that indicate the growth of the service, such as transaction amount, number of payments, and number of subscribers. If the number of users increases but the number of inquiries does not, it is evidence that customers are using the service without inconvenience and that our service is growing healthily. 2) One-stop processing rate Because the service was inconvenient, I had no choice but to inquire by phone or chat.
In that case if the person in charge answers
Immediately and it’s over, both parties are happy. ‘Could you please wait a moment?’ While Russia Phone Number Data customers wait and say, ‘We will check and contact you,’ they leave our service. The ‘one-stop processing rate’, which is the rate at which a customer’s inconvenience is handled by one agent, can be thought of as the level of comfort felt by the customer. 2. When the issue is over, you are left with confidence, not fear. It is said that operator Cheon Se-hee’s wish was to live in a world without issues. When business doesn’t work. In order to grow, issues are bound to arise. Issues are comrades that must be shared together, and you will feel at ease if you think of them as friends. As you solve issues, your team grows and your business becomes stronger. What if it is an unavoidable issue? Create an environment for solving problems well! The issue that Cheon Se-hee, an operator with 21 years of experience, finds most difficult is the ‘festering issue.
The older the issue the more customers have
Already suffered damage from it, and the more complex the problems that need to Croatia phone number data be resolved. If it is an important issue, whether it is a problem with black. Consumers or damage to good customers, you must quickly share it internally. If you see a problem, solve it quickly. Like Allen’s wife. There is a saying, ‘It is easier to be forgiven than to receive permission.’ It is important to have a culture where we can quickly share and give feedback by saying. It’s okay’ even if we have an accident and have to deal with it later. Rather than criticizing and blaming, we want to create a culture of helping each other to solve problems quickly. When the person in charge talks about an issue, there should never be an atmosphere where people get angry and say, ‘If I talk about something like this, they’re asking me to do something!’ We need an environment where we can say, ‘You can handle this yourself.’ When an issue is handled well, you will feel more confident after it is over.