You have multiple customer needs to balance. How can you be productive and still meet them all?

Prior to prioritising what to work on, in customer servicing and experience gap closure, there are always 2 important measures to ensure customer satisfaction : (1) response speed - to acknowledge customers pain points (2) resolution speed - to solve and remove the pain point. Some issue take long to solve and acknowledging that it needs to be worked on, or eventually will be, better manages expectations and allow the CX team to spend more time in resolution than responding.

1) Know your KPI(key performance indicator) 2) Create a to-do list and prioritize based on level of importance. Having a list you work with, actually makes you more faster and efficient 3)Focus more on the tasks that has more volume of impact both on the customer and on your brand reputation/profit. 4) Allocate a time frame to each task. There is how the mind works, if you apportion one hour to a task your mind works faster to meet up that time. If you apportion one day or a week to a task, your mind slows time because there is enough time to do that task. 5) Another way to be more productive is taking time to relax, so your brain can be recharged.

É preciso equilíbrio entre organização, comunicação e gestão do tempo. Comece classificando as demandas dos clientes por tipo, urgência e importância e crie um meio de organizar tudo isso definindo prazos realistas. Alinhe as expectativas dos clientes por meio de comunicação clara, precisa e frequente. Se possivel delegue e automatize tarefas e aprenda a dizer não quando necessario.

Organization is a prelude to prioritization. A large list of to-dos can be daunting to think about or look at but taking large tasks and breaking them down into smaller tasks can motivate you to begin the work. Juggle multiple tasks for multiple customers by grouping together similar tasks across multiple projects. Of course, the urgency of tasks should be taken into consideration as well.

En mi experiencia, es clave esta clasificación y priorización de las necesidades de los clientes, para darles gestión de una manera organizada y efectiva. Además de esta clasificación, le adiciono la asignación de responsabilidades, recursos y métricas en cada una de las tareas identificadas, en especial cuando se maneja un equipo de trabajo que debe enfocar sus esfuerzos en satisfacer estos requerimientos.

Setting realistic goals and deadlines helps with managing customers. Also if a deadline is not met at the specified time it is always important to give feedback to the customer first before they reach out to you. Waiting for the customer to call shows that you may have not worked on their request and gets the customer frustrated

A gestão do tempo é algo imprescindível e pode ser usado ferramentas que ajudam a acompanhar os objetivos e organizar as metas para que fique o mais claro possível.

Making set deadlines for every project and setting every project`s completion dates manages the time very well. This is the key point to maintain quality and retain customers.

In my career as a customer service professional, I have realised that setting realistic goals and deadlines plays a central role in customer service. It is equally important to be proactive and provide feedback to the customer if a specific deadline cannot be met. Waiting for the customer to get in touch may signal that their enquiry has not been worked on, which can lead to frustration. Through my experience, I have realised that open communication and proactive feedback help to build customer trust and promote long-term collaboration.

Goals should be 1) specific - improve number of customer needs saved per day/week/month 2) measurable - increase of cases by 20 per month 3) attainable - improve customer relationship 4) relevant - tailor make solutions for customers needs and shorten the turnaround time. Deadline - customer needs should be attended to within and not beyond 48 hours.

O apoio das ferramentas para otimização e organização dos processos, são fundamentais para melhorar a experiência dos clientes! Sem esses recursos as atividades se tornam muito operacionais e podem comprometer as partes táticas e estratégicas da área! Deixar de ser um CX bombeiro para ser um CX mais preocupado com a estratégia e otimização dos processos de experiência do cliente, é fundamental para o crescimento da empresa!

Existem CRM excelentes como por exemplo o Mktzap, que além de ser uma ferramenta que você organiza o atendimento em multicanais, ele permite através dos relatórios medir a satisfação em vários pontos de contato. E pra uma empresa SAAS existem duas ferramentas que indico muito: Hotjar e Mixpanel que oferecem relatório e dados da usabilidade da experiência do cliente, que se transformam em oportunidade de melhoria fantásticos.

A basic small notebook is my biggest help. I try to buy them in colors that make me smile. I take notes, rewrite often and only tear out the page when I've exhausted the issue to completion. I also ask for help when I need it. Remember to always give credit where it's due, being sure to let the customer know where the solution came from. This shows that even if you personally couldn't solve their issue, you made sure they were important enough to seek help. This is how you retain customers if possible and if not, maybe at least have future customers referred. People remember where they were treated well.

Breaks are essential to recharge your batteries. During my career, I have learnt that short breaks can increase productivity and prevent exhaustion. A short break allows you to refresh your mind and gain new perspectives. Whether it's a short walk or a short break, regular breaks contribute to overall well-being and job satisfaction while boosting performance.

Es tan importante descansar para reconectar y recargar las pilas... y está tan poco reconocido y valorado en la mayoría de los casos que precisamente tenemos que llegar a encontrar el equilibrio.

Breaks rejuvenate and recharge the mind and body which is very important when dealing with customer needs. Every need or customer is unique hence no size fit all solutions. Breaks helps to be alert thus improving productivity, connection with the surrounding environment and above all enjoy and deliver the best exceptional service.

CX can in essence be the product of enhancing/ remediating over hundreds of different features/services/products to meet customers’ needs. However, your key is to use data and impact on revenue to prioritise the handful that will both enhance the experience of the customer and solve an internal issue or increasing revenue for the company. It should also be focusing on achieving or helping towards meeting the company goals.

Short version: you can't serve every customer. Trying to be all things to all customers is a recipe for disaster. Buc-ee's is a convenience store chain rated #1 in Customer Experience by Forbes. Their core customer is a road trip traveler. One trade-off Buc-ee's makes is they do not allow big rig trucks. Trying to be a truck stop AND the best convenience store for car travelers would inevitably lead to service breakdowns. Big rigs would clog the parking lot. They require different services that Buc-ee's doesn't offer. Buc-ee's succeeds by staying focused. Be clear about what you can offer your customers and then be consistently amazing at doing that thing. Avoid chasing every customer or making promises you can't keep.

Effective leaders balance both (ex & cx). Leadership > Empl. Experience > Cust Experience > Business Results. In that order, usually. Pull the right lever as needed, but remember the balance.

L'esprit d'équipe est crucial pour la productivité d'un service client, car il favorise la collaboration entre les membres de l'équipe, permettant ainsi un partage des connaissances et des meilleures pratiques. En cultivant un environnement où chacun se soutient mutuellement, les agents sont plus motivés, ce qui se traduit par une meilleure qualité de service et une résolution plus rapide des problèmes des clients. En outre, un esprit d'équipe solide renforce la cohésion et favorise un climat de travail positif, ce qui a un impact direct sur la satisfaction et la fidélisation de la clientèle.

Start with the easiest priority to accomplish to build momentum.Then work your way to the most complex While not all customer needs can be met, hitting a few major ones will increase customer satisfaction over time.