Entering almost the third year of the pandemic, virtuality has pushed the growth of companies and organizations, which require continuous training. One of these areas is customer service, which in these new realities is consolidated as one of the backbones of successful businesses.
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CDC Tecmilenio Author: Universidad Tecmilenio
Customer service is a unique and decisive differentiator to achieve customer loyalty, which provides sustainability to a business and determines its growth, consolidation and permanence in the industry.
According to worldwide Salesforce research, 89% of consumers are more likely to make another purchase after a positive customer service experience, while 63% expect companies to be aware of their unique needs and expectations. [1].
“The experience has to be prompt and timely, because the online customer wants speed or they are going to click on another option. It is a very complex issue, because we have to be aware of tools and applications such as whatsapp, twitch, discord, among others, which have become very strong tools.”
“In this sense, one of the most important challenges and opportunities in customer service is the understanding of generational gaps. We need to have the ability to analyze and know where our market is, our customers and their demographic spot for each product,” says Miguel Torreblanca Granados, professor in the master’s area at Universidad Tecmilenio.
Training as a tool for the growth of the customer service area
Since the customer service team is often the first point of contact for people who interact with a business, it is essential to ensure that its members have the necessary training and tools to represent the image, vision and values.
“Specializing collaborators in the management of digital platforms and tools, as well as developing skills to provide a good service, can be achieved through adequate training; which not only makes collaborators happier, but also more informed and equipped”, shared Miguel Torreblanca.
In this context and to cover the needs of the current work environment, Universidad Tecmilenio has created the Center for the Development of Competencies (CDC), a specialized digital center that stands out for its academic offer and that allows acquiring, updating and increasing the competencies that today Today they are so necessary for the growth of various areas within organizations, as is the case of the customer service area.
Among the courses of the Competence Development Center are Quality in service, Customer service and communication strategies, and Service in digital sales, these are in self-directed, virtual, and hybrid modality, with evaluation instruments, accompaniment, and above all, with accreditations and acknowledgments of the acquired knowledge.
To find out more details and information about the Skills Development Center, you can visit the site: https://cdc.tecmilenio.mx/
References: [1] Salesforce. 4th State of the Connected Customer
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