Author Archives: dra910

How to Create a Customer Responsive Culture

70 percent of customers believe the most important thing a business can do when it comes to customer service is to value their time. The best customer service teams not only find solutions that are very appropriate for their customers but also find them quickly so that customers can get back to using their products and services. They work on adopting a customer-responsive culture that encourages agents to put customer needs first and create effective solutions within the shortest time possible. The combination of speed and accuracy helps in improving the overall productivity of a team and generates delightful customer experiences.

Customer responsiveness

Customer responsiveness refers to the ability of a business to respond to service inquiries and fulfill them within the shortest time possible. It includes both the speed it takes agents to initiate interaction as well as the time it takes for them to complete customer requests. You will always want to reduce the number of times customers have to wait before they are served. Additionally, it is very important that you focus on solving all their problems. It can be a great thing if customers can pick up their phones and immediately reach an agent who provides them with a speedy solution to their problems.

It is very important to establish a customer-responsive culture. Here are some ways to g about it.

 

Set team and individual performance goals

Team goals are very important because they hold your entire team accountable. By setting goals for individuals as well as your teams, your agents will quickly know of their expectations and work towards meeting those goals. People also feel great when they are valued and appreciated. Apart from setting goals for the team, individual goals mean you trust the person and you are putting individual responsibilities on their shoulders for them to do what is right.

 

Adopt Automation

Automating your service process is one of the most effective ways to improve responsiveness. If you can integrate automation into your support channels, it means you get a good opportunity to expand on your team’s bandwidth and ensure an immediate response regardless of the communication medium you are using. You can make use of chatbots to respond to customers even when your team is out of the office. You can use chatbots to send emails, and trigger messages when you are out of the office. For phone support, you can install machine learning services to redirect customers to the next available resource for actions to be taken.

 

Create customer experiences

Work on creating Omni-channel support experiences. Reduce time wasted by adding more support channels to your service offer. Omni-channel support systems provide multiple channels for customers to contact you and also connect these mediums to create a unified and seamless experience. Customers can start a conversation on one channel such as social media and seamlessly move to another channel such as phone, email, or live chat. Ensure you also make full use of snippets, personalized tokens, and email tokens to enhance the experience you give to your customers.

How to Write Job Descriptions to Attract Best Applicants

Copywriters specialize in making readers take specific actions. They write a variety of copies including articles, landing pages, sales emails as well as job advertisements. It is easy to write an eye-catching job description that attracts brilliant people you are looking to work with. When writing a job description, you want to write a job ad that consistently drives candidates to fill out an application. You also want qualified applicants, people who meet your requirements. To get these people, you need to read the entire job description before deciding if this position is a match for what you are looking for.

Here are some of the ways you can do to attract the right people to your open positions.

Study your target candidates.

You might have heard that people buy on emotion first, and then rationalize their purchase using logic. Applying for a job description in that sense is much just like making a purchase. When hiring your job ad, you need to tap into those emotions by learning everything you can about your target audience – which is the person you are looking forward to interviewing. What are their professional goals and aspirations, what makes them happy, among others? You can create a target candidate persona and use this information to make potent promises that your target candidates want to hear.

Optimize job titles

Every single day, job hunts lead millions of people to search for millions of keywords as well. This makes SEO a very important component in the recruitment process, especially when writing job ads. In your quest to be unique and desired, you should not make up a new, and creative name for an established role. Doing so means you will probably miss out on important keywords that people are searching for. Keep in mind that the experience level of your ideal candidate can change the words they use when looking for online jobs. Ensure you post positions under recognizable, keyword-friendly titles, as that is what candidates will be searching for.

Start with a company summary

You need to open your job’s main text copy with a company summary paragraph. You should not just paste your businesses’ about us section into your about us boilerplate description in your job listing. Your company summary should help to put the which you’re hiring into context for the applicant. If your company is good at selling security software, it will never be enough to simply state your company name, when you were founded and the type of software packages you offer. What your applicants will need are company details that pertain to the team they will be joining. You need to describe your open positions using subheads or sections on areas that touch on benefits, requirements, and responsibilities.

Concisely describe job benefits

You need to have a concise description of the benefits the said job will offer. Every ad should start with a concise description that talks about the overview of the role. It should be snappy and compelling and be sure to complement the clear and quick explanations of the role the job’s picture benefits as well. People will always want to be part of something bigger than themselves. You need to appeal to their desires by helping candidates envision the impacts of their work.

 

 

 

 

Conflict Resolution Skills to Use with Your Team and Your Customers

In as much as we love working in organizations, they are not free from disagreements and conflict. Conflict is a major part of work and life in general. Many of us might fear conflict. As humans, we aim to see everyone happy and satisfied. However, it has to be noted that conflict is also healthy and an important part of any life. When conflicts occur, it means people are learning to stand up for what they believe in. Overall, conflict resolution is an important process that all employees should undergo.

Conflict management can be approached using a variety of different styles. While these styles may differ, each of the methods utilizes the same management skills. To successfully manage conflict, you will need to apply each of these skills at the right time. Here are some of the skills you need to purposely have.

Active Listening

Active listening is a skill used by salespeople to have a better connection between them and customers when presenting a pitch. However, it is a very useful skill when it comes to managing conflict. It begins by intently focusing on what your customers have to say. You then make note of the phrases they use and make appropriate responses. Doing so demonstrates that you are listening but also helps clear any confusion about the argument. Additionally, you need to be sure to ask clarification questions whenever you need the same.

Emotional Intelligence

Emotional intelligence describes the ability to read and understand your emotions as well as emotions from others. It is an incredibly important skill when it comes to conflict management because it prevents disagreements from escalating. With this skill, you can effectively interpret the emotions of your opposition, and becomes easier to communicate with them without any provocation. Additionally, it can eliminate frustrations and anger. When people are hungry, they will be more compromising because they are distracted by their emotions.

 

Patience

Conflicts are rarely simple or easy to come. People don’t like to wrong others or be found guilty unless something happens to provoke their rational mind. If you are looking to resolve a conflict, it is important to understand that the problem may not be solved right away even when the solution is obvious. No matter what the conflict is, you still need to take sufficient time to listen to every participant and value each of their agreement. Even when there is a clear answer, you should never rush to make conclusions. Take time to ensure each pair has been listened to and that you can draw clear conclusions. This is where patience comes in.

 

Open Communication

For any conflict that occurs, a relationship is created between parties that conflicted. When they work to resolve their issues, they then create a relationship that lasts forever. This relationship needs to be nurtured. Creating an open line of communication between the two parties is the best approach for fostering healthy and long-term relationships. All these skills can help you and your team manage conflicts most efficiently.