Скачать или смотреть Why AHT and a Customer Service Mindset is Important

It's my first time making a video outside my house. I'm self-conscious so pardon the awkwardness.

In this video I tackled why AHT is important and the right approach when it comes to dealing with customers, plus the advice that our OM did.

AHT, or Average Handling Time, is extremely important because the faster it takes to resolve the issue and process the request, the happier the customers are because most people are busy and do not have the time to spend on the phone. Some customers drive while calling customer service, others process a payment on a call instead of doing it in the app itself. It's the same way as going to a fastfood restaurant and the service isn't fast enough to their liking.

The gist of the customer service mindset is to make every call a chance to make an impression, see their stories and get to know the customer if you tried to build a rapport with them. When you build a connection and trust with the customer, it's much easier to make a sale as well. So the best way to survive a sales account is to focus on making call handling faster than your previous calls, getting their trust and gaining promoters and sales as well.

I've been slacking off when it comes to building rapport, but I'll go back to ask how they're feeling and reminding themselves to make their day good even if they're frustrated with the service.

So yeah, hope the video helps. Feel free to comment questions and PM me and I'll definitely do my best to answer.