According to Gartner Group research, 20% of a company's existing customers can generate 80% of a business's profits. If the truth is only 50% compared to the above research, we still have to admit that: the key for any business to grow and succeed is not only based on attracting new customers but more importantly, building sustainable relationships with existing customers.
1. Customer care – when service reigns supreme.
Nowadays, when people's living standards increase, customers' demands also become more advanced and stricter, customer care is very necessary. Besides, businesses also need to build a complete customer care process, ensuring information provision and satisfactory resolution for customers 24/7. To do that, we cannot ignore the human factor - professional customer service staff.
2. Training customer care staff in the 4.0 era
With more than 13 years of experience providing customer care services to large enterprises in many fields, Bellsystem24-Vietnam understands the essential needs of customers through a large amount of consumer data in many industries. From there, we build a system of training, coaching and upgrading courses for all employees working in the customer care process for businesses. In addition to training the basic knowledge of a regular customer care staff, Bellsystem24-Vietnam also focuses on updating practical skills suitable for the new technology era.
Modern training system, updated with the latest trends including modules:
1. Unlock thinking (thinking about yourself, thinking about customers)
Understanding yourself and grasping the basic mindset of customers is the first premise to create a connection between employees and customers. From there, employees can more easily approach customers and understand their role towards customers as well as the entire business.
2. Understand customers
Standing from the customer's perspective is indispensable when customer service staff communicate and handle customer complaints. Understanding this, HS has classified and clearly pointed out the characteristics of needs and personality of each customer group to help handle situations quickly and satisfactorily, thereby saving business resources and minimizing the risk of conflicts with customers to the smallest level.
3. Successfully communicate with customers over the phone
Standardization helps to handle situations with customers quickly, conveniently and consistently, so BSV's customer service staff are always well-trained in call structures, standard sentences, and call types to communicate with customers. With this standardization, we can handle a huge number of calls from customers of large corporations, ensuring that customers do not have to wait too long to have their problems resolved.
4. Successfully communicate with customers via email and chat
As digital-care channels are increasingly developing in the world, communication via email and chat has become an expanding trend in Vietnam. However, most businesses in Vietnam rely on/give full authority to handle this to untrained customer service staff, leading to handling the same situation in different ways, causing unnecessary conflicts. With many years of experience in communicating with millions of customers, BSV has built systematic standards to minimize these risks.
5. Communicate proactively and impressively with customers directly
Also in this digital care trend, communicating with customers via video calls has been put into use by leading Vietnamese corporations - BSV's long-term partners. Facial language, gestures, and creating a professional image are what BSV focuses on in training customer service staff via video call channels; because customer service staff will now represent the image of the business brand. Standards in images, language, and gestures help minimize risks in staff service attitudes, enhance good impressions of the business, and create new interactive channels that support customers visually and in a friendly manner.
6. Voice and language skills in customer service
With different expressions in rhythm, intonation, volume and emotion, the voice of a customer service representative can convey to the listener concern, care and sympathy. On the contrary, it can also convey to customers indifference, apathy, boredom and contempt. Therefore, Bellsystem24-Vietnam focuses on training the use of voice and language for customer service representatives to always handle situations professionally and avoid unnecessary conflicts with customers.
Over 3000 employees of BELLSYSTEM24-HOA SAO have been trained and updated with the latest trends to undertake the mission of serving, caring for and creating experiences for customers of a series of major brands. With 10 service centers providing 24/7/365 services in 8 provinces and cities across the country, Bellsystem24-Vietnam has contributed to the success of more than 100 brands in many fields.
