Decrease your response time
Nanna Sandqvist, Customer Service Manager at XXL All Sports United has managed to decrease the response time from 16 days to one day during the soon two years she has been at the company. Even during peak season.
Every year, Black Friday and the Christmas season hits the retail sector hard, and the number of incoming errands increases drastically. Nanna shares how she has analyzed XXL’s operations and created a team that is efficient, healthy and satisfied by decreasing the AHT, by developing the group and creating a carreer ladder that contributes to longevity within the company.
She also provides insights into what it takes to deliver excellent service when all communication with the end customer is in written form.
Watch the full recorded webinar (in Swedish) with Nanna Sandqvist!
Nanna shares:
- How to clear a backlog
- Building a prosperous and long-term customer service team
- How to handle the increase in cases during Black Friday and Christmas shopping
- When is opening a chat appropriate – and when is it not helpful?
- How to retain employees
