Custoemr service agent talking to customers

Klientu apkalpošanas aģentu apmācības kontrolsaraksts

Vai vēlaties nodrošināt labāko iespējamo klientu apkalpošanu? Ja tā, pārliecinieties, ka jūsu aģenti ir atbilstoši apmācīti. Šajā kontrolsarakstā apskatīti daži labākie klientu apkalpošanas aģentu apmācības padomi.

Sekojot šiem padomiem, jūs noteikti nodrošināsit, lai jūsu klienti būtu apmierināti ar saņemto pakalpojumu līmeni.

Klientu apkalpošanas apmācību kontrolsaraksta svarīgums

Uzlabojiet savu klientu apmierinātības novērtējumu, uzlabojot jūsu sniegto pakalpojumu līmeni. Nodrošiniet, lai ikviens jauns klientu apkalpošanas pārstāvis, ko pieņemat darbā, tiktu pienācīgi apmācīts. Sekojot kontrolsarakstam, jūs tiešā veidā varat nodrošināt, ka ikviena klientu mijiedarbība ir laba.

Šāds kontrolsaraksts palīdz gan ar pieņemšanas procesā, gan tālākajā izaugsmē, jo ļauj sekot līdzi tam, kas jāsasniedz katram jaunajam aģentam. Jo labāks būs jūsu kontrolsaraksts, jo labāka būs jūsu sniegtā klientu pieredze.

Kurš būs ieguvējs no klientu apkalpošanas apmācības kontrolsaraksta

  • Uzņēmēji

Ja esat uzņēmējs, tad zināt, ka klientu apkalpošana ir viens no svarīgākajiem biznesa aspektiem. Jums ir jāpārliecinās, ka jūsu aģenti ir pienācīgi apmācīti, lai tie varētu sniegt labāko iespējamo pakalpojumu jūsu klientiem.

  • Personāldaļa

Šī nodaļa bieži vien ir atbildīga par ikviena jauna klientu apkalpošanas pārstāvja apmācību vai vismaz par pieņemšanas procesu. Izmantojot klientu apkalpošanas aģentu apmācības kontrolsarakstu, personāla speciālists var nodrošināt, ka visi jaunie darbinieki pirms darba sākšanas ir atbilstoši apmācīti.

  • Klientu Atbalsta Pārraugi

Klientu apkalpošanas aģentu apmācības kontrolsaraksts var palīdzēt vadītājiem sekot līdzi, kas jādara katram jaunajam klientu apkalpošanas pārstāvim. Pat ja viņi jau ir apguvuši pamatiemaņas, ir svarīgi pārliecināties, ka viņi joprojām saņem pienācīgu apmācību.

  • Klientu Apkalpošanas Komandas Locekļi

Šajā laukā strādājošie klientu apkalpošanas darbinieki var gūt labumu no šāda kontrolsaraksta. Sekojot tam, visi jūsu klientu apkalpošanas komandas locekļi var papildus kvalificēties dažādās jomās un pārliecināties, ka ikviena klientu apkalpošanas pieredze, ko viņi sniedz, ir ne tikai pietiekoša, bet gan pasaules līmeņa kvalitātē.

Kā apmācīt klientu apkalpošanas pārstāvjus

Klientu apkalpošanas aģentu apmācības kontrolsaraksts

The first thing you need to do is to make sure that a company laptop or personal computer is ready for each new customer service agent.

Why is it important to prepare a company laptop or PC for a new agent?

They need to have access to specific software, documents, and company information. By preparing the laptop or PC, you can ensure that they will be able to do their job properly on a device that is already set up for them.

How to prepare a company laptop or PC for a new agent?

Install the necessary software. This may include customer service software, word processing software, and spreadsheet software. Next, you need to set up an email account for the agent. Create a folder for all of the company’s documents.

Google Drive sharing example

What tools to use for preparing a company laptop or PC for a new agent?

  • document editors (Microsoft Office, etc.)
  • file-sharing utilities (e.g. Google Drive, Dropbox)
  • customer service software (e.g. LiveAgent)

It is now time to give each new customer service agent a company email address.

Why is it important to provide a company email address?

This will be their primary way of communication with customers, so it is important that they have an address that is professional and easy to remember. It also contributes to making all communication with customers consistent and allows them to easily contact the agent whenever they need to.

How to set up a company email address?

Create an account with a professional email service such as Google Business or Microsoft Exchange. Next, you need to create an email address for the agent using the company’s domain name. Set up the account on the agent’s laptop or PC.

Company email options

What tools to use for setting up a company email address?

  • email service (e.g. Google Business, Microsoft Exchange)
  • laptop or PC with an internet connection
  • company domain name

After you have prepared the company laptop and set up the company email address, you need to create any other necessary accounts for the new customer service agent.

Why is it important to create all of the necessary accounts?

My GSuite, Slack, and other similar tools are essential for communication and collaboration within a company. By setting up these accounts for the agent, you are enabling them to do their job properly and have all of the necessary tools at their disposal.

How to create all of the necessary accounts?

Identify all of the tools that the company uses for communication and collaboration. Create an account for the agent on each of these tools. Then, provide the agent with login information for each account.

Welcome to Quality Unit Slack

What tools to use for creating all of the necessary accounts?

  • My GSuite
  • Slack
  • Zoom
  • Asana
  • Basecamp
  • Trello

2FA or two-step verification is an important security measure that should be used for all accounts, and the Authenticator app is the best way to set it up.

Why is it important to set up all accounts with two-factor authentication?

Two-factor authentication adds an extra layer of security to an account. It is imperative, particularly for accounts containing sensitive information.

How to set up all accounts with two-factor authentication?

First, download the Authenticator app on your phone, then enable two-factor authentication for each account. After that, all you need to do is add each account to the Authenticator app.

Google authenticator app on Google play store

What tools to use for setting up all accounts with two-factor authentication?

  • Google Authenticator app
  • phone with internet connection
  • accounts that support two-factor authentication

Customer service agents need to understand the principles of work reporting so that they can properly document their work.

Why is it important to get them to read and understand work reporting principles?

Work reporting is a critical part of the job, and it is important that agents understand how to do it properly. By understanding the principles of work reporting, agents will be able to document their work accurately and avoid making any mistakes.

How to read and understand work reporting principles?

The best way to understand work reporting principles is to read the company’s work reporting policy. This will provide a detailed explanation of what needs to be reported and how it should be reported.

Customer service reporting

What tools to use for reading and understanding work reporting principles?

  • work reporting resources (e.g. blog posts, articles, books)
  • practice materials
  • use cases
  • company’s work reporting policy

It is the responsibility of a customer service manager to add the new agent’s shifts, attendance, and meetings to the company calendar.

Why is it important to add shifts, attendance, and meetings to the company calendar?

Customer service agents’ shifts, attendance, and meetings should be updated on the company calendar so everyone knows when they are scheduled.

How to add shifts, attendance, and meetings to the company calendar?

Create a company calendar. Put the customer service agent’s shifts, attendance, and meetings on the calendar. Share the calendar with all team members.

Company Google calendar example

What tools to use for adding shifts, attendance, and meetings to the company calendar?

  • a company calendar
  • the customer service agents’ schedule
  • all team members’ contact information

A customer service agent’s support manager should hold an introductory session with the new agent.

Why is it important to hold an introductory session with their support manager?

You should hold an introductory meeting with the new agent so that they can learn about the company and their role within it. The support manager is a great resource for this type of information, and they can help the new agent feel welcome and comfortable in their new position.

How to hold an introductory session with their support manager?

Schedule a meeting with the new agent’s support manager. During this time, introduce the new agent to the company and their role within it. Be sure to address any concerns that the new agent may have.

Video call feature in Live chat software - LiveAgent

What tools to use for holding an introductory session with their support manager?

  • meeting schedule
  • relevant information (e.g. company history, job description, etc.)

The customer service manager should give the new agent an internal company product demo presentation.

Why is it important to give an internal company product demo presentation?

A company product demo presentation is a great way to get the new agent familiar with the products and services your company offers. Having this type of information is crucial to providing accurate and helpful customer service.

How to give an internal company product demo presentation?

Create a presentation that covers all of the relevant information about your company’s products and services. Schedule a meeting with the new agent to go over the presentation. Afterward, encourage them to ask questions to confirm that they understand how the product works.

LiveAgent Presentation illustration

What tools to use for giving an internal company product demo presentation?

  • presentation software (e.g. Google Slides)

A technical support senior should provide the new customer service agent with an overview of complex technical topics.

Why is it important to have a complex technical overview session?

This part of their training will teach the new agent about the technical aspects of the job. The information that they learn during this time will be essential for them in providing accurate and helpful customer service that requires the use of technical skills.

How to have a complex technical overview session?

Arrange for the new agent to have a meeting with a technical support senior. The senior will outline the technical aspects of the job and answer any questions the new agent might have.

Tech support illustration

What tools to use for having a complex technical overview session?

  • questions and answers from the tech support senior

After completing the first stages of training, the new agent must participate in a knowledge review session to ensure that they understand the material.

Why is it important to conduct a knowledge review session?

This allows you to assess the new agent’s understanding of the material that they have been taught. As a result, you can identify any areas where they may need additional training.

How to conduct a knowledge review session?

Start by creating a list of questions related to the material that the new agent has been taught and send these in advance or ask them during the meeting. Review their answers during or after the session and provide feedback so that they can improve their knowledge and skills.

Helpdesk Templates

What tools to use for conducting a knowledge review session?

  • survey software for questions and answers from the new agent
  • screen sharing software (e.g. Google Hangouts)

A customer service manager should set up weekly check-ins with the new agent for the first month.

Why is it important to arrange weekly check-ins?

Because doing so allows you to assess the new agent’s progress and give them feedback. The goal is to help them adjust to their new job and ensure that they display excellent customer service skills.

How to arrange weekly check-ins?

Schedule a meeting with the new agent for each week of their first month on the job. During these meetings, you can ask them how they are doing and give them feedback on their progress. These meetings will help to ensure that the new agent is adjusting well to their new job and providing excellent customer service.

Plan ahead illustration

What tools to use for arranging weekly check-ins?

  • meeting scheduling tool

A customer service manager should set up co-working sessions with the new agent and their colleagues.

Why is it important to participate in co-working sessions?

Because it allows the new agent to get to know their colleagues and learn how they work. This is an important part of helping them to adjust to their new job and ensuring that they are ready to start handling customer inquiries on their own.

How to participate in co-working sessions?

Arrange a suitable time for the new agent to come in and work with their colleagues. Through these sessions, they can learn more about the company’s policies and get first-hand customer service experience handling inquiries without the pressure of having to do so independently.

customer service teamwork

What tools to use for setting up co-working sessions?

  • screen sharing software
  • Customer Relationship Management (CRM) software

This is the stage when the new agent will be communicating with customers via a chat interface themselves for the first time but under supervision.

Why is it important to start their first assisted chat experience?

A new agent can gain experience handling inquiries via chat without the pressure of having to do so on their own. Getting the new agent to ask any questions about the process or procedure for dealing with customer inquiries is a crucial part of helping them adjust to their new role.

How to start their first assisted chat experience?

A customer service manager should start by giving the new agent a few practice customer inquiries to handle, which can be either real or simulated. Once the new agent feels comfortable with the process, they can then start handling live customer queries under supervision.

LiveAgent offers tutorials and a knowledge base that should help a new agent to get familiar with the help desk software. Its well-designed interface is very easy to master and the majority of agents don’t have any problems becoming comfortable with it quickly.

What tools to use for starting their first assisted chat experience?

LiveAgent chat capabilities - mockup

This is the stage when the new agent will be assigned their first tickets to work on.

Why is it important to assign their first tickets?

This part of the new agent’s training is crucial because it gives them a chance to put into practice all the knowledge and customer service skills they have learned so far. It also allows the customer service manager to assess their progress and give them feedback on their performance.

How to assign their first tickets?

Wait for the next ticket to come in and then assign it to the new agent. Once they have successfully completed working on the ticket under the supervision of a manager, they can then move on to the next one.

LiveAgent's assign ticket function

What tools to use for assigning their first tickets?

  • ticketing system
  • Customer Relationship Management (CRM) software
  • LiveAgent, all-in-one help desk software
  • feedback survey tools

The new agent will work their first normal shift, handling customer inquiries independently.

Why is it important for the new agent to work on their first normal shift?

At this stage, they will use everything learned during their previous training, product demo, and supervised work to work completely independently for the first time. This is important because it allows the customer service manager to see how well they are able to apply their knowledge and skills in a real-world setting.

How to work on their first normal shift?

The new agent will work their regular shift like any other customer service agent. They will be handling customer inquiries independently, but the customer service manager will still be available to offer support if needed.

LiveAgent real time typing preview

What tools to use for working on their first normal shift?

  • Customer Relationship Management (CRM) software
  • LiveAgent, all-in-one help desk software
  • ticketing system
  • chat software

After the new agent has completed their trial period, it is important to sit down with them and evaluate their performance.

Why is it important to evaluate the new agent’s performance?

This evaluation allows the customer service manager to give feedback on the new agent’s progress and identify areas where they may need additional training. It also gives the new agent an opportunity to ask any questions or raise any concerns they may have about their job.

How to evaluate the new agent’s performance?

The customer service manager should sit down with the new agent and go over their performance during the trial period. They should discuss both what went well and any areas where improvement is needed.

Performance report in Customer support software - LiveAgent

What tools to use for evaluating the new agent’s performance?

  • performance review template

Klientu apkalpošanas aģentu apmācības kontrolsaraksta kopsavilkums

  • Sagatavojiet uzņēmuma klēpjdatoru vai datoru jaunajam aģentam
  • Nodrošiniet aģentu ar uzņēmuma e-pasta adresi
  • Izveidojiet visus nepieciešamos kontus
  • Sagatvojiet visus kontus div-faktoru autentifikācijai
  • Nodrošiniet, ka aģenti izlasa un izprot darba atskaišu principus
  • Pievienojiet viņu maiņas, apmeklējumus un sapulces uzņēmuma kalendāram
  • Sarīkojiet ievadsesiju kopā ar viņu atbalsta vadītāju
  • Sniedziet iekšējo uzņēmuma produktu demonstrācijas prezentāciju
  • Veiciet sarežģīto tehnisko tēmu apskates sesiju
  • Noturiet zināšanu pārskata sesiju
  • Organizējiet iknedēļas pārbaudes pārbaudes laikā
  • Piedalieties kopdarba sesijās ar kolēģiem
  • Uzsāciet pirmā asistētā čata pieredzi ar LiveAgent
  • Piešķiriet viņam pirmos pieteikumus
  • Darbs viņa pirmajā ikdienas maiņā
  • Izvērtējiet to veikstpēju pārbaudes laikā

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Frequently asked questions

Kāpēc klientu apkalpošanā svarīga ir saskarsmes prasme?

Tā ir svarīga, jo ļauj klientu apkalpošanas speciālistiem veidot ilgtermiņa attiecības ar klientiem. Saskarsmes prasme ietver aktīvu klausīšanos, problēmu risināšanu, empātiju un orientāciju uz klientu apkalpošanu. Izmantojot šo prasmi, jūsu aģenti spēs izprast klientu vajadzības un reaģēt uz tām, efektīvi atrisināt sūdzības un radīt pozitīvu klientu apkalpošanas pieredzi, kas apmierinās jūsu pircējus un ļaus tiem atkal atgriezties jūsu uzņēmumā.

Kas ir klientu apkalpošanas apmācība?

Klientu apkalpošanas apmācība ir process, kurā jūs apmācāt savus aģentus, kā sadarboties ar klientiem un apkalpot viņus. Tas var ietvert tēmas, piemēram, kā viņus sveicināt, kā apstrādāt viņu pieprasījumus un sūdzības un kā nodrošināt lielisku klientu apkalpošanu. Uzņēmumiem ir svarīgi nodrošināt atbilstošu apmācību, lai viņu klientu apkalpošanas speciālisti būtu bruņojušies ar saskarsmes prasmēm un tehniskajām prasmēm, kas nepieciešamas, lai nodrošinātu lielisku servisu un atrisinātu visus iespējamos jautājumus.

Kāpēc klientu apkalpošanas apmācība ir svarīga?

Lielisks atbalsts ir ļoti svarīgs jebkura uzņēmuma panākumiem, jo tas var būt izšķirošs potenciālā klienta pārvēršanai par apmierinātu klientu, kas kļūst par atkārtotu pircēju, un pretstatā to, kurš nekad vairs neko nepirks no jums. Klientu apkalpošanas apmācībās darbiniekiem tiek mācīts, cik svarīgi ir nodrošināt izcilu servisu un kā to darīt. Klientu apkalpošanas speciālisti uzzinās, kā rīkoties ar sarežģītiem klientiem un neapmierinātiem klientiem, būt pieklājīgiem un laipniem, kā arī kā efektīvi izskatīt sūdzības. Viņi arī uzzinās par jūsu uzņēmuma noteikumiem un procedūrām, kurās aprakstīts, kā tikt galā ar klientiem.

Kā izveidot klientu apkalpošanas aģentu apmācības plānu?

Apmācība ir jāpielāgo jūsu uzņēmuma specifiskajām vajadzībām. Katram klientu apkalpošanas speciālistam būs atšķirīgi pienākumi un atbildība, tāpēc mācību programmai tas būtu jāatspoguļo. Ir svarīgi pārliecināties, ka jaunie aģenti ir atbilstoši apmācīti, pirms ļaut tiem apkalpot klientus, jo viņiem ir jāpārzina jūsu uzņēmuma noteikumi un procedūras par to, kā risināt parastākās klientu problēmas vai pieprasījumus. Klientu apkalpošanas aģentu apmācības kontrolsaraksts, kā piemēram dotajā piemērā, var palīdzēt izveidot visaptverošu apmācības programmu atbalsta komandas darbiniekiem.

Kā apmācīt klientu apkalpošanas aģentus par pieejamību?

Pirmkārt, pārliecinieties, ka viņi apzinās pieejamības nozīmi un to, kāpēc tā ir tik būtiska. Otrkārt, nodrošiniet viņiem apmācību par pieejamu tehnoloģiju izmantošanu un par to, kā palīdzēt klientiem, kuriem nepieciešama palīdzība. Treškārt, praktizēšanās, atbildot uz biežāk uzdotajiem jautājumiem un scenārijiem, kas var rasties saistībā ar pieejamību. Visbeidzot, klientu apkalpošanas aģentu apmācības ietvaros, varat arī nodrošināt viņiem resursus, piemēram, faktu lapas vai vadlīnijas par to, kā būt pieejamākiem .

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