kontakt

V prípade hocijakej otázky či problému neváhajte a kontaktujte nás. Máme celý arzenál ľudí a plno odborných kontaktov ktorý prahnú po pomáhaní ľudom.

How many times did Michael Scott frantically call his entire staff to the conference room to cover urgent topics? Probably 20 times too many. Each day.
In today's world where customer needs (and expectations) keep growing and queues overflow, it's hard to find downtime to give agents a reprieve from the phones. But sometimes stepping out of the queue and into a conference room or a team huddle is necessary. In fact, team meetings, 1:1s, and your agents' coveted break time are essential to their productivity and development.
So rather than pilfering this time from your agents, create customer service scripts that will keep customers informed when agents are away from their desk.

Customers hate being transferred. We know. But transferring a customer fast (and only once) is better than keeping them on the line with an agent who can't solve their problem.

Still, it's important to approach these situations with careful consideration. One misstep and you can send customers on a downward spiral. At Dunder Mifflin, the team's always in sync, so transferring calls is simple. I mean, Pam's certainly mastered it. And I have a feeling Kelly knows just what to say too.

When the intricacies of your product or service aren't explained well or customers get oversold, it fuels frustration and problems in the customer experience. And often, your agents are the ones who deal with those problems. So, how can you help them eloquently tackle customer issues? Learn from Kelly.