Here's how you can harmonize strategic thinking with operational efficiency as a customer service manager.

Tem uma frase do Vicente Falconi que gosto muito e que diz: " Se você não tem um fim determinado, você irá brigar muito nos meios." Essa frase tem tudo a ver com este artigo sobre visão estratégica. Se você não sabe onde precisa chegar como vai conseguir colocar as coordenadas no gps para seguir ? Não há nada mais importante do que saber o que quer. A empresa que não coloca o cliente na centralidade do negócio normalmente tem voo curto e seu produto terá sérias dificuldades de sucesso. Existem vários metódos para buscar as respostas para as definições de metas, é um processo grande e não é simples, porém acredito que o mais importante é ter profundidade dos porquês para cada escolha. Para esta definição sugiro o método dos 5 porquês.

To harmonize strategic thinking with operational efficiency as a customer service manager, align objectives with organizational goals, utilize technology for streamlined processes like CRM systems, analyze customer feedback for insights, and foster a culture of innovation among teams for proactive problem-solving.

Customer service always starts within in the company. Hiring the right staff is very important. The culture of internal customer to be promoted. The company with excellent internal customer service will excel in their external service as well

Para harmonizar a estratégia com a eficiência operacional como gerente de atendimento, comece definindo objetivos claros e alinhados que sejam específicos, mensuráveis, alcançáveis, relevantes e temporais (SMART). Garanta que a visão, missão e objetivos estratégicos da empresa sejam bem comunicados a todos os níveis da equipe de atendimento de forma transparente e regular. Utilize indicadores-chave de desempenho (KPIs) que estejam alinhados com os objetivos estratégicos e operacionais, monitorando-os regularmente para avaliar o progresso e identificar áreas de melhoria.

É muito importante entender que sem a definição da meta as equipes ficam sem norte, pedidas em meio ao trabalho operacional se desmotivam e acabam achando que trabalham muito mas não entregam o suficiente. Cabe às lideranças criar o plano estratégico , criar métodos de mensuração e acompanhar a evolução sendo apoio de seus liderados e para os objetivos da organização.

Data analysis is a potent instrument for aligning strategy with operations. By scrutinizing customer interactions, feedback, and service metrics, you unearth valuable insights into areas of strength and improvement. This data-driven approach informs decision-making to boost operational efficiency. For instance, identifying recurring customer inquiries could prompt the creation of a knowledge base, liberating your team to focus on resolving intricate issues. Through data analysis, you optimize processes, enhance customer satisfaction, and empower your team to deliver exceptional service.

Es ágil la idea de una base de consultas pero el cliente siempre tiene que ser escuchado y la respuesta a la solución debe ser particular dentro de lo general. Cada cliente tiene su problemática

Understanding the data behind how you achieve consistent client acquisition, how you use the data to generate more revenue in less time and/or how you use it to maximize business value. Build, Scale and Capitalize.

Estratégias baseadas em dados tendem a ser mais assertivas e direcionadas. O grande ponto aqui é que, para que uma análise de dados potencialize seus negócios você deve entender todas as etapas dos processos para que os dados apresentados possam te direcionar a saber exatamente onde atuar não só estrategicamente, como também intelectualmente

We need to analyze the service level data and to design tailor made frequent training plan for the staff. Evaluations on staff performance and reward system to be implemented.

Estoy de acuerdo en eso, el asesor debe tener las herramientas necesarias para resolver inconvenientes. Tener esto en cuenta agiliza tiempos y evita mayores problemas

Empowering your staff is vital for achieving operational efficiency in customer service. By training your team to make decisions aligned with strategic goals and equipping them with the necessary skills and authority, you enable them to handle customer issues effectively. Empowered team members can resolve problems swiftly and independently, enhancing operational efficiency while also boosting morale and job satisfaction.

Empowering your staff is like giving them the keys to success. When they feel confident and equipped to handle any customer issue that comes their way, they become the superheroes of your organization. Imagine a team that can tackle challenges head-on, leaving customers delighted and problems solved in record time. That's the power of empowerment in action. So, invest in your team, unlock their potential, and watch your customer service soar to new heights of excellence.

Develop leadership in the customer service team by identifying and nurturing potential leaders who can drive strategic initiatives. Empower frontline employees to make decisions within specific guidelines, reducing bottlenecks and improving customer satisfaction.

Capacitação profissional é o conjunto de iniciativas, a clareza de raciocínio e eficiência na execução das tarefas são fundamentais para o sucesso do trabalho em equipe, o ideal que seja analisados alguns aspectos, tais como: Identifique as necessidades da sua empresa; Monte um planejamento para a capacitação dos colaboradores; Saiba quais são as limitações dos colaboradores; Escolha o formato do treinamento; Ofereça feedbacks durante a capacitação; Monitore o desempenho dos colaboradores. Ao adquirir conhecimento permite que o trabalho seja feito com mais qualidade.

Streamlining processes is a very important aspect of getting a job done, when your processes are so many it takes a longer time to get a job done compared with someone else with a lesser process. So with that said the lesser the process the faster the result.

Absolutely, streamlining processes is crucial for maximizing efficiency and productivity within any organization. By eliminating unnecessary steps and optimizing workflows, teams can allocate their time and resources more effectively, ultimately driving towards strategic objectives. Automation, elimination of redundancies, and continuous improvement are key components of achieving streamlined processes. It's all about ensuring that every action contributes directly to the overarching goals and adds value to the organization.

I agree, a set process ensures efficiency. It becomes a guided course of action and reduces the time spent on analysing before each step. If you keep following the same process, it increases the rate at which you produce outcomes. It eliminates unnecessary actions and sets the pace of results.

Documente todas as etapas e identifique gargalos, pontos problemáticos ou atividades desnecessárias. Defina metas claras: Estabeleça metas específicas para o processo simplificado. Pergunte-se o que você deseja alcançar com a simplificação, como economia de tempo, redução de custos ou melhoria da qualidade.

Danke, hier meine Sichtweise ergänzen zu dürfen. Wenn es um Lean Management geht, ist es aus meiner Sicht essenziell die Expertise, Kreativität und Ideenvielfalt der jeweiligen Mitarbeiter einzuholen. Auch das Maß der Effizienzverbesserung soll entsprechend evaluiert werden und wie in Innovationsprozessen wertschätzend und transparent gewürdigt und kommuniziert werden. Die Perspektivenvielfalt ermöglicht oft sehr zeitnah und effizient Optimierungen, dem steten Wandel geschuldet, wahrzunehmen.

Clientes se sentem mais confortáveis e acolhidos quando abordados sobre a qualidade dos serviços e produtos, a ferramenta humana ainda é a mais eficaz, alguém que esteja interessado na sua satisfação na experiência que esse cliente teve de adquirir serviços ou produtos, trás uma boa oportunidade de ter esse termômetro fidedigno verificando onde é cabível melhorar. Espero ter contribuído positivamente com essa informação! Grande abraço 🫂

A escuta ativa sempre foi um ótimo método as vezes os problemas são resolvidos de forma mais simples com a participação ativa de determinados clientes que sabem da sua importância e estão ajudando no crescimento da organização os "elogios" são como músicas aos ouvidos mas a "crítica construtiva" move montanhas !

From my experience, I've found that engaging customers in the improvement process is invaluable. By actively involving them, we not only gain valuable insights into their needs and preferences but also foster a sense of partnership and trust. This collaborative approach has led to innovative solutions, increased customer satisfaction, and improved operational efficiency. So, leverage customer engagement as a powerful tool in your arsenal, and you'll not only meet but exceed your operational goals.

Integrate a customer-centric approach into the company's culture and strategy, making sure that all decisions prioritize the customer experience.

Building strong relathionship with customer is crucial for long term succes.you must understand their needs : research first your client industri,listen actively ,ask questions, show your emphaty ,effective communication, build trust with your customer: respect and protect client information , don't forget give a problem solving. Instill in your self your job's to help people

Measuring success is more than just tracking numbers; it's about understanding the impact of our efforts on both customer satisfaction and operational efficiency. By leveraging a combination of KPIs tailored to our organization's goals, we gain valuable insights into what's working well and where adjustments are needed. This data-driven approach allows us to make informed decisions, continuously improve our processes, and ultimately, drive sustainable success. So, embrace the power of measurement, and you'll pave the way for excellence in strategic thinking and operational efficiency.

Without the numbers, (ie. KPI)...I'm sorry, but...your gameplan is faulty. You need to realize that the numbers that allow you to measure success allow you to make small changes that will make EXPONENTIAL differences to all verticals of your business.

S.M.A.R.T. We have all heard this before and probably use this acronym as a criteria to set effective goals and developing objectives. But for this to be effective, as an organisation we need to establish and recognise our ‘True North’. True North in broader spectrum is the company’s Vision when it comes creating those great moments at every interaction with the guests. Starting from the Senior Management and right down to the grass route level, these standards and expectations need to be cascaded in a way that everyone is engaged and working as one TEAM. Remember we are as good as the weakest team member in our unit. So train and empower your people so they all represent the Company values at every exchange with the guest.

Imaginez un client insatisfait qui souhaite retourner un produit défectueux. Plutôt que de devoir attendre l’approbation d’un responsable, un membre de l’équipe responsabilisé peut immédiatement traiter la demande. Il peut émettre un bon de retour, organiser la collecte du produit et informer le client du suivi. Résultat : le client est satisfait, et le processus est plus rapide et efficace.

In my opinion, there must be an artistic strategic thinking to provide the best customer service. Because the expectations of different service recipients who come to get the service from us are different. Therefore, we in the customer care industry must be tactical artists to use the knowledge gained through experience and training in a suitable manner to help and solve the respective problems.

My team helps Insurance and Investment advisors build their business, scale their business and capitalize on the enterprise value of their business.