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فيديو شرح Two Contrasting Approaches to IT Customer Service: Customer Service Training 101 ضمن كورس خدمة العملاء شرح قناة Don Crawley, Author of The Compassionate Geek، الفديو رقم 67 مجانى معتمد اونلاين
http://www.doncrawley.com When you think about it, there are really just two broad approaches to IT customer service. One involves protocols, policies, and scripts. This approach is often used by large organizations who want to ensure consistency of customer service throughout the organization. They provide extensive flow charts and scripts for every imaginable situation. They even provide scripts for being empathetic and compassionate. Customer service agents or technical support staffers are monitored to ensure they comply with all policies, follow all protocols, and read the scripts with precision. The other approach recognizes the importance of human connection to business growth. In this approach, customer service agents and technical support staffers are coached and trained to become subject matter experts on the products and services they support. Additionally, they’re trained in how to deal with people showing compassion and empathy. They’re taught how to be good listeners and how to treat everyone with dignity and respect, even people for whom they might not feel respect.