{"id":124558,"date":"2022-06-08T23:18:06","date_gmt":"2022-06-08T21:18:06","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/suggerimenti-per-il-servizio-clienti-del-call-center\/"},"modified":"2024-10-18T19:08:37","modified_gmt":"2024-10-18T17:08:37","slug":"suggerimenti-per-il-servizio-clienti-del-call-center","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/it\/blog\/suggerimenti-per-il-servizio-clienti-del-call-center\/","title":{"rendered":"Suggerimenti per il servizio clienti del call center"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading\">7 Excellent Call Center Customer Service Tips<\/h1>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\"      href=\"https:\/\/test-staging.cloudtalk.io\/it\/programma-una-demo\/\" style=\"border-radius:3px\">CONTACT SALES<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"      href=\"https:\/\/test-staging.cloudtalk.io\/it\/cloudtalk-14-giorni-di-prova-gratuita\/\" style=\"border-radius:3px\">TRY FOR FREE<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"682\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-1024x682.jpg\" alt=\"foto suggerimenti per il servizio clienti del call center\" class=\"wp-image-4533\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-1024x682.jpg 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-300x200.jpg 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-768x511.jpg 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-200x133.jpg 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-673x448.jpg 673w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-560x373.jpg 560w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-484x322.jpg 484w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-400x266.jpg 400w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-392x261.jpg 392w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-120x80.jpg 120w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-203x135.jpg 203w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips-64x43.jpg 64w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/12\/CloudTalk-Call-Center-Customer-Service-Tips.jpg 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-black-color has-text-color has-medium-font-size\">Ci sono diversi fattori decisivi per la soddisfazione dei clienti, ad esempio il prezzo e la disponibilit\u00e0 della merce e dei servizi, la velocit\u00e0 di consegna, il layout dell&#8217;e-shop, la procedura di reclamo o l&#8217;atteggiamento degli operatori del call center. Se sei un operatore di call center e il tuo cliente \u00e8 ancora insoddisfatto o persino arrabbiato dopo la chiamata, in parte \u00e8 colpa tua. In questo articolo troverai alcuni consigli che ti aiuteranno a evitare l&#8217;insoddisfazione dei clienti.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"1-don-t-underestimate-consistency\">#1 Non sottovalutare la costanza<\/h3>\n\n\n\n<p>Mantieni un livello costante dei tuoi servizi, incluso quello di assistenza clienti. La qualit\u00e0 delle interazioni con i clienti, la disponibilit\u00e0 e l&#8217;approccio generale verso i problemi dei clienti non dovrebbe mai dipendere dall&#8217;umore degli operatori. Fissa uno standard di alta qualit\u00e0 per il tuo servizio clienti e mantienilo anche quando hai delle brutte giornate o sei pi\u00f9 indaffarato del solito.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#000\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-white-color has-text-color\">Learn How To Provide Excellent Customer Service<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"450\" height=\"635\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/08\/eBook-Customer-loyalty.svg\" alt=\"\" class=\"wp-image-177224\"\/><\/figure><\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\"      href=\"https:\/\/test-staging.cloudtalk.io\/?page_id=175598\/\">Read for free<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"2-for-each-call-follow-these-simple-rules-that-will-help-you-improve-customer-satisfaction\">#2 Per ogni chiamata, segui queste semplici regole che ti aiuteranno a migliorare la soddisfazione dei clienti:<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Answer all inbound calls within three rings.<\/strong>\u00a0Greet the caller, identify yourself and your company. \u00a0Customers sometimes make mistakes and reach the wrong business. Instead of quietly waiting for the customer to speak, ask them how you can help them. Say, for example: &#8220;Good afternoon, you have reached Phones Limited, Ann Johnson speaking. How can I help you?&#8221; If you have caller information at your disposal before answering the call in the real-time customer card, address the caller by their name: &#8220;Hello Barbara, this is Andrea Jolly from the Perfumes World. How can I help you?&#8221;<\/li>\n\n\n\n<li><strong>During the call, don\u2019t interrupt the caller and listen carefully<\/strong>\u00a0to what they are saying. If it\u2019s necessary to solve the client\u2019s problem, make notes. Customers should never feel like they don\u2019t matter to you, just the opposite \u2013 interact with each client with self-confidence, respect and empathy.<\/li>\n\n\n\n<li><strong>If you need to put a customer on hold while you search for information or ask a colleague for advice, tell the client before you do so.<\/strong>\u00a0Explain why and for how long they will be put on hold and once you return to the call, thank them for their patience.<\/li>\n\n\n\n<li><strong>If you need to transfer the customer\u2019s call to another agent, explain why and to whom they will be transferred.<\/strong>\u00a0Make sure that the agent to whom the call is being transferred knows the caller\u2019s name and the purpose of the call and that they pick up the call before you hang up.<\/li>\n\n\n\n<li><strong>At the end of the call, make a brief summary\u00a0<\/strong>of the follow-up steps you\u2019re going to take, ask the caller whether there\u2019s anything else you can help them with and thank them for calling.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"3-be-professional\">#3 Sii professionale<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>When you\u2019re unable to answer the caller\u2019s question or help them with their issue,\u00a0<strong>never apologize by saying that you\u2019re &#8220;new here&#8221;.<\/strong>\u00a0This is irrelevant and of no use to the client. If you really don\u2019t know what to do, ask a more experienced colleague for help or transfer the call to them. Find out what you should have done or said and remember it the next time when a client calls with a similar problem so that you don\u2019t have to ask for help again.<\/li>\n\n\n\n<li><strong>Analyze more complicated calls and don\u2019t be scared to seek advice<\/strong>\u00a0from colleagues or your boss. This will show them that you\u2019re proactive and willing to work on your performance.<\/li>\n\n\n\n<li><strong>During the call, make notes<\/strong>\u00a0that you can easily enter or copy to the call log once the call is over.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"4-during-the-call\">#4 Durante la chiamata<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Don\u2019t forget to stick to\u00a0<strong><a      href=\"https:\/\/test-staging.cloudtalk.io\/it\/blog\/i-protocolli-delle-videoconferenze-dieci-consigli-per-delle-riunioni-piacevoli-e-produttive\/\" target=\"_blank\" rel=\"noreferrer noopener\">call etiquette<\/a><\/strong>.<\/li>\n\n\n\n<li><strong>Don\u2019t lose control<\/strong>\u00a0over the call, be polite and patient.<\/li>\n\n\n\n<li><strong>Keep a positive approach<\/strong>\u00a0towards the customer and the solution of their problems.<\/li>\n\n\n\n<li>Use a natural tone of voice.<\/li>\n\n\n\n<li><strong>Show empathy<\/strong>\u00a0and try to create an emotional bond with the caller. Make sure that they feel important to you and see that you really care about solving their issue.<\/li>\n\n\n\n<li><strong>Ask additional questions that will help you find out what the problem is<\/strong>\u00a0and find the solution more quickly. Clients who say that &#8220;the Internet connection is not working&#8221; might actually have an issue with their laptop.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"5-know-your-products-and-services\">#5 Conosci i tuoi prodotti e servizi<\/h3>\n\n\n\n<p>I clienti contattano i call center quando hanno un problema che non riescono a risolvere da s\u00e9 o quando non riescono a trovare informazioni su internet. Hanno bisogno del tuo aiuto. Forse hanno bisogno di sapere perch\u00e9 la spia sul loro nuovo aspirapolvere robotizzato \u00e8 sempre rossa o quale dei tuoi hotel serve piatti senza glutine. <strong>Sei tu la persona che dovrebbe fornirgli una risposta.<\/strong><\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"6-have-a-customer-database-and-learn-how-to-make-maximum-use-of-it\">#6 Disponi di un database clienti e impara come utilizzarlo al massimo<\/h3>\n\n\n\n<p><strong>Un database completo non ha prezzo.<\/strong> Oltre alle informazioni di base del cliente (nome, recapito, et\u00e0&#8230;), un buon database include anche la cronologia delle comunicazioni con i clienti, ticket e note che renderanno le tue interazioni con i clienti pi\u00f9 personalizzate e aumenteranno la loro soddisfazione.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"7-be-reachable\">#7 Sii raggiungibile<\/h3>\n\n\n\n<p><strong>Se un cliente vuole contattarti, facilitalo.<\/strong> Non fare affidamento su messaggi automatizzati, sebbene possano tornare utili quando hai bisogno di informare i clienti sul pagamento della loro fattura o in caso ci sia un blackout del segnale televisivo nella loro regione. Tuttavia, un messaggio automatizzato non pu\u00f2 occuparsi di una consegna incompleta, e non \u00e8 in grado di spiegare la differenza tra internet Classic e quello Extra.<\/p>\n\n\n\n<p>Non importa se vendi pacchetti vacanza, dispositivi elettronici o servizi di assistenza &#8211; assicurati di fare tutto il possibile per soddisfare il chiamante.<\/p>\n\n\n\n<p><strong>More than half of customers would be willing to pay more for a better customer experience.<\/strong><\/p>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Ci sono diversi fattori decisivi per la soddisfazione dei clienti, ad esempio il prezzo e la disponibilit\u00e0 della merce e&#8230;<\/p>\n","protected":false},"author":29,"featured_media":79994,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[227],"tags":[],"class_list":["post-124558","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-servizio-clienti"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/posts\/124558","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/comments?post=124558"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/posts\/124558\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/media\/79994"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/media?parent=124558"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/categories?post=124558"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/tags?post=124558"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}