1. Recruitment & Agency in Customer Service
As we hire new customer service, we should think about the long-term value they’ll bring to our team and our company.
Establishing the right recruitment strategy is essential for company in order to create a defined customer experience and positive internal culture. As today customer service is an in-demand industry. With more and more businesses recognizing the importance of strong customer interactions, employment in customer service is expected to grow by 5% until 2026.
The role of a customer service representative is also changing. As today, customer service is more than just answering phones and taking basic questions. It also includes communicating via social media, email, chat tools, and other platforms. Successful customer service employees also require specific traits and skills, including patience and problem-solving.
Great Customer service means managing the relationships you have with your customers, making sure that they’re satisfied so that they’ll share positive feedback, especially on social media
To help you improve your customer service recruitment strategy, We are from JAKARTA INTERNATIONAL CUSTOMER SERVICE INSTITUTE will help you to recruit the best of customer service, to reduce customer service turnover rate, improve the quality of your hires, and increase the efficiency of the entire hiring process
2. Outsourcing for Customer Service Specialist
Outsourcing has revolutionized the way business is done in almost all sectors. It was a gradual process that evolved with time and as per the latest requirement of the industry. The basis of outsourcing business is to accelerate the pace of one’s business and increase its efficiency.
Considering the dynamism of today’s complex business operation, outsourcing is certainly a blessing for the business community as a whole. According to the latest estimate, around 43% of the manufacturing industry outsources their work from time to time.
Now, the entire outsourcing business is likely to grow via the use of centralized technology. Some newer aspects of technology and IoT such as AI and automated chat bots are also likely to be unilaterally introduced in more outsourcing businesses
Especially, the businesses and industries relating to innovation, technology, social responsibility and data security will see massive growth in outsourcing.
We JICSI have outsourcing programs for all your needs and solutions for every staff issue specially customer service you may face. From temp services to business process or back office outsourcing , our solutions are designed to fit you like a glove.
Having solutions that cleverly fit your own particular business model and requirements will help you face challenges and reach objectives that are critical to your success. We can do that and much more for you. It’s what we do.
JICSI offers solutions tailored to your needs positions at levels : Customer Service for all areas.
3. JICSI Training for Customer Service
JICSI TRAINING for Customer Service
To provide companies with innovative training to ensure that its human resources are always equip with relevant skills to keep them always competitive to face the tough global business environment.
1) In house Training
We offer top-quality in-house training, in a wide range of subjects, at a sensible price. All our programmes are delivered by independent subject specialists who also have outstanding training skills, in the following main areas:
- Basic Concept Of Customer Service
- Communication skill for Customer Service
- Handling Complain
- People Development for Customer Service
- English for Call Center
2) CCS (Certified Customer Service)
This program is a professional certification tailored to fit the schedules of busy professionals. With offline and online learning platform and multimedia study materials; this program provides participants with our easy-to-access and revolutionary training platform.
This platform includes audio interviews with industry experts, instructional videos covering the best practices, fundamentals, and insights. With case studies and the appropriate coaching, participants will master the skills necessary for appropriately attracting, retaining, and creating loyal customers and clients in order to build a business with exceptional customer service.
Best practices for all points of contact with customers will help to instill the confidence to handle each customer with care and respect
3) Online Training
Most of us would love to invest a fortune in higher education to further our careers. However, going back to school or taking courses can require a lot of time and money. JICSI will provide training on line to enhance your knowledge, skill, and attitude related to customer service. Can be done easily during free time and paused when necessary.
Advance Training Topics
List of JICSI Training
Download JICSI Training Course Outline
4. Customer Satisfaction Survey
Happy, successful customers are the lifeblood of any business. They’re what transforms your growth from a funnel into a flywheel. You can create happy customers, but to do it you have to truly understand them and how they think about you. Do you know how satisfied your clients are with your services, products and their overall experience with your company? If your answer is “not really”, then you need to take action and find out ASAP.
Customer satisfaction” is a crucial aspect of your business that you need to assess continuously if you want to survive and thrive in the long term. And if your company is bigger than a mom-and-pop where you have direct feedback from your clients, then you need to start using surveys.
Customer satisfaction surveys are valuable tools that help businesses discover the level of satisfaction of their clients with the company’s products or services.
Through these surveys, you can discover:
- your happiest customer that you can then turn into ambassadors
- your unhappy customer and the situations that lead to their dissatisfaction that need to be fixed
- the overall level of satisfaction with your company/brand.
Why are customer satisfaction surveys important?
Because they help you determine the level of customer satisfaction, so you know what works, what doesn’t and what you need to improve to offer a better experience for your clients. Determining CSat (Customer Satisfaction) is crucial to your business because the cost of acquiring a new customer is usually 10x bigger than the cost of keeping one that already bought from you.
People tend to expect things to go well, to receive what they are paying for, so they are less likely to talk about your service or product if all goes well, but if something is off, they are more likely to talk about this with other people about their bad experience which leads to bad publicity.
According to a survey ran by American Express, customers talk on average to 9 other people about their positive experiences and to 16 other people about their negative experiences. Other stats on how people behave in the case of a bad experience vs. a positive experience show that if the customers are not satisfied, 13% of them will tell to 15 or even more people that they are unhappy. On the other hand, 72% of customers will share a positive experience with 6 or more people according to Esteban Kolsky.
Bad experiences are the main reason for a high turn rate (up to 67%) but only 1 out of 26 unhappy customers complain. The rest just leave. In conclusion, keeping a close eye on customer satisfaction is mandatory for your success as a business.