Comment Former Les Télésecrétaires A Prodiguer Un Bon Service Client ?

Il est inutile de le cacher, l’objectif ultime pour une entreprise est d’arriver à fournir à ses clients un excellent service, qu’ils ressentent une immense satisfaction en retour des services et produits prodigués. Dans cette optique, la majorité des entreprises met l’emphase sur tout ce qui relève d’une personnalisation des services. Tout cela est bien, mais le véritable challenge est de pouvoir offrir un service personnalisé  avec une stratégie à la fois précise et efficace. Toutefois, un bon service client ne tombe pas du ciel, il demeure important de le cultiver pour qu’il soit cohérent et efficace pour octroyer une bonne image de l’entreprise.

En voici quelques méthodes utiles :

Communication parfaite = bon service client

Un service client relève avant tout du fait de communiquer avec ses clients. Il vous faut d’emblée avoir une équipe avec d’excellentes qualités de communication. Cela demeure essentiel car les clients se sentiront plus proches et feront mieux connaissance avec l’entreprise par votre biais. Les clients se sentiront également compris. La communication entre client et télésecrétaire est importante certes, mais celle entre l’employeur et ses employés l’est plus encore.

Cette étape est une étape cruciale car c’est à l’aide de la communication avec vos employés que vous allez pouvoir leur transmettre les valeurs de votre entreprise. Parler avec les employés leur met également en confiance et leur donne de l’assurance. Ils pourront ainsi effectuer leurs jobs en toute confiance.

Une autre manière infaillible de communication est, dans la mesure du possible, faire part de vos futurs projets et aspirations à vos collaborateurs. Ils verront ce geste de votre part un sentiment d’appartenance qui entrainera par la suite une motivation absolue à venir travailler et à aimer le travail qu’ils effectuent.

Appliquez la règle des trois C

La règle des trois C en communication implique de se montrer claire, concise et cohérente. Toujours dans l’optique de communiquer avec vos employés, il vous faut vous montrer fluide quand vous leur parlez. Vous pouvez le faire de la même manière que quand vous vous adressez à un client, c’est à dire, en utilisant des termes spécifiques renvoyant à ce que vous avez exactement en tête. Allez droit au but et dites clairement et avec franchise le message que vous avez à faire passer.

Fixez-vous des objectifs clairs et nets avant de prendre la parole. De cette façon cela vous permet d’être cohérent dans vos propos. Par exemple, vous parler d’un sujet précis, finissez en avec ce sujet en question avant de passer à un autre. Le message à faire passer sera très précis. Au cas contraire, cela risque de provoquer une confusion chez vos employés. Si vous vous montrez clair et cohérent, ils s’identifieront à votre manière de vous exprimer et répliqueront la même méthode lorsqu’il s’agira de communiquer avec des clients. Ils offriront donc un meilleur service client avec des échanges plus professionnels.

Formez vos personnels

Afin de promouvoir une bonne culture du service client dans votre compagnie, procurer des formations à vos collaborateurs n’est pas à omettre. La formation aidera au développement des employés et à l’acquisition des outils importants. Toutefois, ces formations doivent être en fonction des protocoles qui doivent être respectés lorsque les échanges entre télésecrétaires et clients ont lieu. De plus, en cas de situations complexes, les agents du service client sauront déjà comment gérer puisqu’ils auront reçu une formation.

Avec les changements perpétuels qui ont lieu à travers le monde, il n’est pas étonnant de voir les attentes des clients de plus en plus exigeantes et changeantes. Pour pouvoir s’adapter à tous ces changements, la formation habituelle et régulière est la clé.  Les agents du service client s’adapteront et pourront offrir de belles prestations. En sus de cela, les formations vont aussi les recadrer, les perfectionner dans cette culture des services clients mais plus important encore, cela reste une manière d’éviter qu’ils ne tombent dans une routine.

Inculquez la responsabilité pour un bon service client

Afin d’avoir un service à la clientèle performant, chacun doit connaitre ses responsabilités et veiller à ce qu’ils les respectent. L’entreprise se doit de faire parvenir des informations claires pour que les employés prennent le relais par la suite. Ils sauront ainsi, en cas d’erreurs comment y remédier tout de suite parce qu’ils ont bien été formés et qu’ils sont performants. Il est aussi de votre responsabilité d’encourager les prises d’initiatives et de leur donner votre confiance. Vous développerez en même temps le côté humain de votre compagnie, chose qui attire étonnamment beaucoup de clients qui seront susceptibles de revenir pour vos services clients. Cela reste un facteur clé pour avoir des clients fidèles.

De l’empathie ne fait jamais de mal

Une bonne culture du service client débute avant tout au cœur de votre entreprise. Pendant les séances de formations, n’oubliez pas de leur inculquer l’empathie et la compatie. Il faut toujours être à l’écoute de ses clients et essayer de les comprendre surtout dans des moments un peu complexes. Vous vous démarquez donc des autres entreprises car l’empathie ajoute une valeur d’authenticité à vos services proposés. Vos clients voudront vous faire confiance.

Apprendre à vos employés les valeurs fondamentales au sein d’une entreprise embellira certainement votre image interne et externe. N’hésitez pas à investir un peu de temps et de l’argent pour développer votre personnel. Les résultats obtenus de tout cela ne seront que positifs.

Pour plus d’informations

Si vous voulez des experts au sein de votre service clientèle, nos équipes qualifiées seront disponibles pour vous renseigner ou vous trouver de bons ambassadeurs pour votre entreprise. Contactez-nous au 09 70 71 83 00. Il vous est également possible de prendre contact à travers notre fiche de contact disponible sur le site.

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