Voici comment gérer efficacement les relations avec les clients dans le secteur des systèmes de télécommunications.

Active listening to customers is one of key success to have good relationship with customers. Many people didn't want to hear customer voice and what they expect. Direct coordination with customer is the most effective communication to customer to get customers response and feedback. Do regularly trust will came from customer automatically

Concordo. Para a construção de um bom relacionamento é necessário entender quem é esse cliente, quais são suas dores, necessidades, desejos. Sem esse primeiro passo não existe relacionamento.

Listening to the customer is paramount in understanding their needs, queries, and issues. Only by pinpointing the exact problem can you provide a viable solution. The customer relationship hinges on the transparency, speed, and effectiveness of your response. It's crucial that the customer trusts your expertise and guidance.

A valuable strategy to better understand customer needs: Understanding the customer's industry and unique value offering. This is essential for tailoring solutions that precisely address their requirements, and involves in-depth research into industry trends, challenges, and competitive landscapes, as well as recognizing the specific benefits your customer provides to their clients. By aligning your services with their core value propositions, you can enhance customer satisfaction and drive mutual success.

Understand customer needs The best way to establish the best relationship is to understand first the customer needs, this will trigger a good start basis and a good follow up

Furthermore, it is crucial to have personal interaction with customers in order to build a healthy relationship, which will make the support and follow-up processes smoother. Conducting quarterly surveys between customers and management is essential for assessing the effectiveness and quality of the support team's services. In the telecommunications field, it is important to ensure high availability and prioritize critical issues to guarantee that essential services remain uninterrupted, and customer concerns are addressed promptly.

Tout à fait d’accord avec ce point, le client se sent plus écouté et compris lorsqu’on personnalise la relation client. Par exemple quand on peut suggérer un produit qui va dans le sens du client.

To truly prioritize the human element, connect with customers through a human-centric approach. Engage in genuine conversations, show empathy, and build relationships beyond just data analysis. While AI and tools are valuable, personal interactions demonstrate that you value customers as individuals, fostering trust and loyalty.

Human intervention / touch is the best solution to became customer friend. Sometime if customer already comfortable / trust with us, prizes is not more important. Service is everything's.

For years there was a contentious relationship between the local phone company and the long distance company. I worked in a special business group and the local company was my customer. When I heard all the stories about the problems the previous rep had with thier rep, I made an appointment and visited her. She was a lovely sort of curmudgeon and I liked her immediately. I complimented the fish on her desk (his name was Garfunkle) and we ended up going to lunch and gossiping a bit. After we made friends there were no more disputes. My management was amazed and I kept that account smooth and easy for five years. Make it personal, and they’ll know you care.

Le CRM est un outil indispensable dans le service de la relation client. Sans ça il est impossible de retracer l’historique du client, ces informations où ce dont il a besoin. L’idéal c’est que tous les CRM devraient avoir une ligne téléphonique directement liée, ainsi qu’une boîte e-mail intégrée

A key point I'd like to note here is the action of deliberately improving and optimizing your CRM. This is crucial for better management and delivering a seamless customer experience. Effectively utilizing CRM functions prevents data mismanagement, confusion, and inaccuracies. Sometimes we don't really utilize the robust features and functionality of a CRM, and that could become a roadblock - potentially keeping us from implementing streamlined processes that enhance customer satisfaction and loyalty.

Concordo. Engana-se quem acredita que engessar o cliente, criar empecilhos e dificultar a troca de um produto ou serviço fará ele ser fiel à sua marca. A fidelização se dá justamente a partir do momento em que, em meio a uma variedade de opções, aquele cliente escolhe você.

Proposez des programmes fidélité, des promotions. Communiquez régulièrement sur les maintenances, les changements techniques et commerciaux pouvant impacter le service.

Quando não há possibilidade de reversão, a proatividade em antecipar uma possível interrupção ou queda de um serviço, por exemplo, através do alinhamento de expectativas, é um elemento-chave na construção de um bom relacionamento com o cliente. O bom e velho “o combinado não sai caro” também se aplica no universo de CX.

Pour moi il est obligatoire pour chaque conseiller de connaître le produit ou l’entreprise pour qui il travaille. Afin de pouvoir conseiller au mieux le client et donner le meilleur service client. Donc les formations sont indispensables