What is the best training for customer service?

There's no single "best" training for customer service, as the most effective approach depends on various factors like your company's size, budget, employee needs, and specific goals. However, here are some widely recognized effective training: Communication Skills Training, Problem-Solving Training, Empathy and Emotional Intelligence Training, and Handling Difficult Situations Training.

What is important when training customer service staff?

Important Aspects in Customer Service Training: Communication skills, empathy, product knowledge, and problem-solving.

How do you plan a customer service training?

Planning Customer Service Training includes 4 steps: Identify needs, set objectives, choose methods, and evaluate effectiveness.

Ukuqeqeshwa Kwenkonzo Yamakhasimende Kwabasebenzi | 17 Imibono Yokuqalisa

Ukushaya kwenhliziyo kwanoma yiliphi ibhizinisi eliphumelelayo kuyisizinda samakhasimende anelisekile futhi athembekile. Kepha uqinisekisa kanjani ukuthi abasebenzi bakho abagcini nje ngokuhlinzeka amakhasimende kodwa bawenza abalandeli bomkhiqizo wakho?

Sizohlola ngempumelelo ukuqeqeshwa kwamakhasimende kwabasebenzingemibono engu-17 ebeka ikhasimende phakathi nendawo yesu lakho lebhizinisi futhi engachaza kabusha ubudlelwano benhlangano yakho nababukeli bayo.

Okuqukethwe

Kuyini Ukuqeqeshwa Kwesevisi Yamakhasimende?
Kungani Kubalulekile Ukuqeqeshwa Kwenkonzo Yamakhasimende Kwabasebenzi?
17 Imibono Yokuqeqeshwa Kwenkonzo Yamakhasimende Ezisebenzini
Izitoreji Eziyinhloko
Imibuzo Evame Ukubuzwa Mayelana Nokuqeqeshwa Kwenkonzo Yamakhasimende Ezisebenzi

Amathiphu Wokwenza Ukuqeqeshwa Okunomthelela

Umbhalo ohlukile

Yenza izethameli zakho zihlanganyele

Qala ingxoxo ezuzisayo, thola impendulo ewusizo futhi ufundise izethameli zakho. Bhalisa ukuze uthathe mahhala AhaSlides ithempulethi

🚀 Bamba Imibuzo Yamahhala☁️

Kuyini Ukuqeqeshwa Kwesevisi Yamakhasimende?

Ukuqeqeshwa kwenkonzo yamakhasimende kwabasebenzi kuyinqubo eklanyelwe ukuhlomisa abasebenzi ngamakhono, ulwazi, nesimo sengqondo esidingekayo ukuze banikeze isevisi enhle kakhulu kumakhasimende. Kubandakanya ukufundisa amalungu eqembu ukuthi angaxhumana kanjani namakhasimende, asingathe imibuzo, axazulule izinkinga, nokudala okuhlangenwe nakho okuhle.

Umgomo wokuqeqeshwa kwenkonzo yamakhasimende uwukuthuthukisa ukwaneliseka kwamakhasimende, ukwakha ukwethembeka komkhiqizo, nokuba negalelo empumelelweni iyonke yebhizinisi.

Ukuqeqeshwa Kwenkonzo Yamakhasimende Kwabasebenzi. Isithombe: freepik

Kungani Kubalulekile Ukuqeqeshwa Kwenkonzo Yamakhasimende Kwabasebenzi?

A Ucwaningo lwe-Harvard Business Reviewupenda isithombe esicacile: U-93% wabaholi bamabhizinisi bayavuma ukuthi ukuphendula imibuzo yamakhasimende ngempumelelo kubalulekile ukuze inhlangano iphumelele. Lokhu kuvumelana okumangalisayo kugcizelela ukubaluleka okungenakuphikwa kokuqeqeshwa kwamakhasimende kubasebenzi.

Kodwa izinzuzo zidlulela ngalé kokulalela nje. Ukutshala imali ekuthuthukisweni kwabasebenzi kukhuthaza isiko eligxile kumakhasimende elivuna imivuzo ngezindlela eziningi:

Ukwaneliseka Kwekhasimende Okuthuthukisiwe:

Izisebenzi eziqeqeshwe kahle zinikeza usizo olungcono kakhulu, zixazulula izinkinga ngendlela efanele futhi zidlule okulindelekile, okuholela emakhasimendeni ajabule.
Okuhlangenwe nakho okuhle kuhumushela ekuthembekeni kwekhasimende, ibhizinisi eliphindayo, nokudluliselwa kwamagama omlomo okubalulekile.

Ukwakha Ubuqotho Bekhasimende:

Isevisi yamakhasimende ephumelelayo ikhuthaza ukwethembana nokwethembeka, ikhuthaze amakhasimende ukuthi akhethe ibhizinisi lakho kunalabo oqhudelana nabo.
Amakhasimende athembekile aba abameleli bomkhiqizo, athuthukisa imikhiqizo namasevisi akho, futhi akhulise ukufinyelela kwakho nesithunzi sakho.

Isithunzi Somkhiqizo Esithuthukisiwe:

Ukusebenzisana okuhle kwamakhasimende ngokuqeqeshwa okufanele, kunomthelela esithombeni esiqinile somkhiqizo.
Amakhasimende anelisekile maningi amathuba okuthi abelane ngolwazi lwawo oluhle, aqinise isithombe somkhiqizo wakho futhi athuthukise isithunzi sakho.

Ukugcinwa Kwekhasimende Okunyusiwe:

Ngokuvamile konga kakhulu ukugcina amakhasimende amanje kunokuzuza amasha. Izisebenzi eziqeqeshelwa isevisi yamakhasimende zikulungele kangcono ukuphatha izidingo zamakhasimende, okunciphisa izinga lamakhasimende ahambayo futhi kukhuphule inani lawo lilonke ngokuhamba kwesikhathi.

Umehluko Kwabaqhudelana Nabo:

Ukugqama emakethe encintisanayo kufinyelelwa ngokunikeza isevisi yamakhasimende eyingqayizivele.
Amakhasimende abeka kuqala ukuzizwisa kwesevisi okukhethekile, nanoma amaphuzu amanani afana.

Ukukhuthaza Isisebenzi Sokuziphatha:

Ukuqeqeshwa kunikeza abasebenzi amandla ngamakhono nolwazi abaludingayo ukuze baphumelele, okuholela ekwengezeni ukuzethemba, ukwaneliseka komsebenzi, nokuzibandakanya kukonke.
Abasebenzi abajabule nabazethembayo bahumushela endaweni yokusebenza eyakhayo nekhiqizayo kakhudlwana, enomthelela ngokuqondile ekuhlanganyeleni kwamakhasimende.

Amathuba Angeziwe Okuthengisa:

Ukuzizwisa okuhle kwenkonzo yamakhasimende kunikeza indawo evundile yamathuba okuthengisa nokuthengisa ngokuphambanayo.
Amakhasimende anelisekile akwamukela kakhulu ukuhlola imikhiqizo eyengeziwe namasevisi anikezwa ibhizinisi lakho.

17 Imibono Yokuqeqeshwa Kwenkonzo Yamakhasimende Ezisebenzini

Ukuqeqeshwa kwenkonzo yamakhasimende kwabasebenzi kuza ngezindlela ezihlukahlukene, ngayinye iklanyelwe ukubhekana nezici ezithile zokusebenzelana kwamakhasimende. Nansi eminye imibono esebenzayo nehlakaniphile yokuqeqeshwa kwenkonzo yamakhasimende kubasebenzi ukuthuthukisa amakhono nokusebenza ngempumelelo kwabasebenzi bakho:

#1 - Ukuqonda Ubuntu Bekhasimende Abahlukile

Yini: Ukuqeqesha abasebenzi ukuthi babone futhi bazivumelanise nabantu abahlukahlukene bamakhasimende, kuhlanganise nalabo abanzima.
Kungani kubalulekile: Ukuqonda ukuhlukahluka kobuntu bamakhasimende kuvumela abasebenzi ukuthi bahlele indlela yabo kanye nezimpendulo ngendlela efanele.

#2 - Ukuqeqeshwa Kwamakhono Okuxhumana

Yini:Ukuxhumana kusenhliziyweni yesevisi yamakhasimende. Lokhu kuqeqeshwa kugxile ekuhlomiseni abasebenzi ngamakhono okuxhumana aphumelelayo, ngamazwi nangezwi.
Kungani kubalulekile:Ukuxhumana okucacile nokunozwela kusiza abasebenzi ukuthi badlulise ulwazi, babhekane nemibuzo yamakhasimende, futhi baxazulule izinkinga ngendlela ephumelela kakhudlwana.

#3 - Ukuqeqeshwa Kolwazi Lomkhiqizo

Yini:Abasebenzi bafunda mayelana nokungena nokuphuma kwemikhiqizo noma amasevisi ahlinzekwa yinkampani.
Kungani kubalulekile: IUlwazi lomkhiqizo olujulile luvumela abasebenzi ukuthi banikeze ulwazi olunembile, bancome imikhiqizo efanelekile, futhi bathuthukise ulwazi lwamakhasimende jikelele.

#4 - Ukuqeqeshwa Ukuxazulula Izinkinga

Yini:Ukuqeqeshwa kokuhlonza, ukuhlaziya, kanye nokuxazulula izinkinga zamakhasimende ngempumelelo.
Kungani kubalulekile: Hlomisa abasebenzi ngamakhono okuxazulula izinkinga ukuze babhekane nokukhathazeka kwamakhasimende ngokushesha, baguqule okuhlangenwe nakho okungalungile kube okuhle.

#5 - Ukuqeqeshwa Kokuzwela Nobuhlakani Kwemizwa

Yini:Ukuqeqeshwa ukuqonda nokuxhumana namakhasimende ngokomzwelo, ukuqaphela kanye nokubhekana nemizwa yawo.
Kungani kubalulekile:Ukwakha uzwela kukhuthaza ubudlelwane obuhle, okwenza amakhasimende azizwe eqondwa futhi ehlonishwa.

#6 - Ulimi Oluhle Nemisho

Yini: Ukufundisa abasebenzi ukuthi basebenzise ulimi oluhle nolugxile kwisixazululo.
Kungani kubalulekile: Ulimi oluhle lungashintsha iphimbo lengxoxo futhi ludale umoya wokubambisana.

#7 - Ukusingatha Izimo Ezinzima Ukuqeqeshwa

Yini: Izisebenzi zifunda ukuthi zingasingatha kanjani amakhasimende ayinselele noma acasulayo ngokwezokuxhumana.
Kungani kubalulekile:Hlomisa abasebenzi ukuthi bazulazule ezimeni ezinzima, banciphise izingxabano, futhi balondoloze umuzwa omuhle wamakhasimende.

#8 - Ukuqeqeshwa Okuqhubekayo Kokuthuthukisa

Yini:Ukukhuthaza isimo sengqondo sokuqhubeka nokufunda nokwenza ngcono.
Kungani kubalulekile: Ukugcina abasebenzi benolwazi mayelana nokuvela kwezidingo zamakhasimende, izitayela zemboni, kanye nobuchwepheshe obusha kuqinisekisa ukuguquguquka nokuqamba izinto ezintsha.

#9 - Ukuzilolonga Ukulingisa

Yini:Izimo ezilingisayo lapho abasebenzi benza khona ukuxhumana kwangempela kwamakhasimende.
Kungani kubalulekile:Ukulingisa kuvumela abasebenzi ukuthi basebenzise ulwazi lwethiyori endaweni engokoqobo, kukhulisa ukuzethemba nekhono.

#10 - Impendulo Yekhasimende Nokuhlola

Yini: Ukuqoqa nokuhlaziya impendulo yamakhasimende ukuhlonza izindawo okufanele zithuthukiswe.
Kungani kubalulekile:Izihibe zempendulo zisiza amabhizinisi ukuthi aqonde imibono yamakhasimende, okuvumela ukuthuthukiswa kokuqeqeshwa okuqondisiwe.

#11 - Ukuqeqeshwa Kokusebenzelana Kweminyango Ehlukahlukene

Yini:Ukuqeqesha abasebenzi ukuthi basebenzisane neminye iminyango ukuxazulula izinkinga zamakhasimende.
Kungani kubalulekile: Ukukhuthaza ukusebenzisana kweqembu kuqinisekisa indlela ephelele yokuhlinzeka amakhasimende, ukudiliza izisele kanye nokukhuthaza isiko lokugxilisa amakhasimende.

#12 - Ukuqeqeshwa Ukuzwela Kwezamasiko

Yini:Ukufundisa abasebenzi ukuthi baqaphele futhi bahloniphe amasiko ahlukahlukene.
Kungani kubalulekile:Ukuzwela kwezamasiko kuqinisekisa ukusebenzisana kwamakhasimende okubandakanyayo nokucabangelayo, kugwema ukungezwani.

#13 - Ubuchwepheshe Nokuqeqeshwa Kwesistimu

Yini:Ukuqinisekisa ukuthi abasebenzi banekhono ekusebenziseni amathuluzi okusiza amakhasimende nobuchwepheshe.
Kungani kubalulekile:Ukusebenza kahle ekusebenziseni ubuchwepheshe kuthuthukisa umuzwa wesevisi yamakhasimende jikelele kanye nezinqubo zokuqondisa.

#14 - Izimo Zesevisi Yekhasimende kanye Nezimo Ezifundwayo

Yini: Ukuhlaziya izimo zangempela zesevisi yamakhasimende kanye nezifundo eziyisibonelo.
Kungani kubalulekile: Ukufunda ezimweni zangempela kuthuthukisa amakhono okuxazulula izinkinga futhi kulungiselela abasebenzi ukusebenzisana okuhlukahlukene kwamakhasimende.

#15 - Ukuqeqeshwa Ukulalela Okusebenzayo

Yini:Ukufundisa ikhono lokulalela ngokugcwele ukuze uqonde ukukhathazeka kwamakhasimende ngokugcwele.
Kungani kubalulekile:Ukulalela ngentshiseko kukhuthaza uzwela futhi kukhombisa intshisekelo yangempela ekuxazululeni izinkinga zamakhasimende.

#16 - Ukuhlala Uzolile Ngaphansi Kwengcindezi

Yini:Ukuqeqesha abasebenzi ukuthi bahlale bezothile futhi bahlale bezolile ngesikhathi sokuxhumana okuyinselele.
Kungani kubalulekile: Ukuziphatha okuhlanganisiwe kusiza ukwehlisa izimo ezishubile futhi kudale umuzwa omuhle wekhasimende.

#17 - Ukugcina Isimo Sengqondo Esihle

Yini: Ukuqeqesha abasebenzi ukuthi babhekane nokusebenzelana okunzima benomqondo omuhle.
Kungani kubalulekile:Umqondo omuhle ukhuthaza ukukhuthazela kanye nendlela yokulindela okuhle, ngisho nasezimeni eziyinselele.

Ngokutshala imali kulezi zinhlobo ezahlukene zokuqeqeshwa, amabhizinisi angakha isiko eligxile kumakhasimende elingagcini nje ngokuhlangabezana kodwa elidlule okulindelwe ngamakhasimende, okuholela ekwanelisekeni okungeziwe, ukwethembeka, kanye nempumelelo iyonke.

Izitoreji Eziyinhloko

Ukutshala imali ekuqeqesheni isevisi yamakhasimende kubasebenzi kuwutshalomali empumelelweni nesithunzi sanoma yiliphi ibhizinisi.

*Ukuguqula ukuqeqeshwa kwesevisi yamakhasimende kube ukuzizwisa okusebenzisanayo nokubandakanyayo*

Futhi ungakhohlwa ukusebenzisa AhaSlidesukuthuthukisa umthelela wokuqeqesha. Ngomtapo wolwazi we izifanekisofuthi izici ezisebenzisanayo, AhaSlides kuguqula ukuqeqeshwa kube ukuzizwisa okubandakanyayo okuqinisa amakhono omhlaba wangempela. Le nhlanganisela yamasu asebenzayo namathuluzi asunguliwe iqinisekisa ukuthi abasebenzi bathola amakhono abalulekile futhi bahlale begqugquzelekile ukuze bahlale beletha isevisi yamakhasimende evelele.

Imibuzo Evame Ukubuzwa Mayelana Nokuqeqeshwa Kwenkonzo Yamakhasimende Ezisebenzi

Yikuphi ukuqeqeshwa okungcono kakhulu kwesevisi yamakhasimende?

Akukho ukuqeqeshwa "okungcono kakhulu" okukodwa kwesevisi yamakhasimende, njengoba indlela ephumelela kakhulu incike ezintweni ezihlukahlukene njengosayizi wenkampani yakho, isabelomali, izidingo zabasebenzi, nemigomo ethile. Nokho, nakhu okunye ukuqeqeshwa okusebenzayo okuqashelwa kabanzi: Ukuqeqeshwa Kwamakhono Okuxhumana, Ukuqeqeshelwa Ukuxazulula Izinkinga, Ukuqeqeshwa Kozwela Nokuhlakanipha Kwemizwelo, kanye Nokuqeqeshwa Kokusingatha Izimo Ezinzima.

Yini ebalulekile lapho uqeqesha abasebenzi benkonzo yamakhasimende?

Izici Ezibalulekile Ekuqeqesheni Kwesevisi Yekhasimende: Amakhono okuxhumana, uzwela, ulwazi lomkhiqizo, nokuxazulula izinkinga.

Ukuhlela kanjani ukuqeqeshwa kwesevisi yamakhasimende?

Ukuhlela Ukuqeqeshwa Kwesevisi Yamakhasimende kuhlanganisa izinyathelo ezi-4: Khomba izidingo, beka izinjongo, khetha izindlela, futhi uhlole ukusebenza kahle.

Ref: edapp | Ngempela