M y first three months at a team leader position with focus on customers

1. Myfirstthreemonthsatateam leaderpositionwithfocusoncustomers Martin Bednář

2. What does “customer service” mean to me? • To understand, provide and satisfy customer needs to the maximum • Treat customer the same way you want to be treated if you are a customer

3. Previous experience in “customer service” • Transgas a.s. – Back office • Following procedures • Importance of the customer service • OKIN BPO – Credit team • Listen to complaints about customer service • Explain why something cannot be done

4. Motivation and guidance • Proper example, rewards, meaningful work, involvement in decision-making, communication, listening to other ideas • Unmet needs • job security, salary, recognition, working environment, fairness of the manager

5. Skill assessment • Clear objectives • good communication skills, PC skills, language proficiency • cooperation, meeting deadlines, dealing with difficult tasks, self-activity, flexibility • Accountability, monitoring mechanisms • Performance, results

6. Maintaining customer loyalty • Provide competent support • meeting customer needs, respect customer wishes, reliable service • Feedback • resolving customer complaints, special services