CUSTOMER EXPERIENCE MANAGEMENT
Today’s customer is accustomed to a clichéd customer service standard, where it’s done just the same and often does not get the desired results. It is more than common for the consumer to go to a store or make some contact with companies over the phone and wait for a service that is not special or even bad. All this due to a history of previous experiences. It stands out in the market the company that manages to do different, can conquer the customer and serve him in a unique and unexpected way. The pre-service structuring and its follow-up until the end, makes all the difference, and becomes something of quality. The contact centers need to have in their structure areas of support focused exclusively on the final service, that is, a sector of monitoring and quality to make the necessary adjustments and follow-ups to ensure excellent customer service and a satisfied customer. A script, feedbacks, training and qualification are just some of the many aspects that involve the universe of care that must be taken into account for a good management of customer experience. Remember: all work done internally reflects in customer service. Think about it!