Knowledge seeking is the secret of customer service success

The current market has changed and the customer has become the center of all strategies. In this context, the competitive differential is in the hands of companies that adapt quickly to the scenario and that can follow the transformations of the consumer. Therefore, going after knowledge continuously is a fundamental element for any professional or brand that seeks success, especially for those who act on the front line in customer service. 

According to Salesforce, more than 90% of consumers say a positive experience makes them buy again, while Statista points out that 83% consider customer service crucial for brand loyalty.In addition, Zendesk reveals that more than 60% of customers value fast problem solving, while long wait times frustrate more than half of consumers.

According to  Alexandre Slivnik, who is also a specialist in service excellence and vice president of the Brazilian Association of Training and Development (ABTD), leaders and service managers face the challenge of maintaining high standards of excellence, while they need to keep up with changes in consumer expectations, technological innovations and new industry practices. “O continuous learning becomes an advantage, as it allows these professionals to always be prepared to meet the growing demands for high quality care and a personalized experience”, he says.

The search for knowledge, when well structured, ensures the improvement of technical and interpersonal skills of industry leaders, while strengthening the culture of excellence within organizations. Professionals trained and aligned with market changes are better able to offer quick and efficient solutions, to deal with complex situations and to promote empathic and assertive communication with customers.“In addition, continuous training promotes the development of a growth mindset, fundamental for teams to feel motivated and engaged to seek constant improvements”, points.

By raising the level of professionals, it is possible to positively impact areas such as productivity, organizational climate and talent retention. Organizations that encourage the qualification of their employees also reduce recruitment costs, promoting a collaborative and innovative environment, which encourages the exchange of ideas, the identification of new opportunities and rapid decision-making in changing scenarios. 

“Strategy of the Magic”: an immersion in excellence of service

A practical and highly recognized example of how continuing education can transform the performance of leaders and teams is the “ trainingMagic Strategy”, led by Alexandre Slivnik.The week-long immersion, held in Orlando, offers attendees the unique opportunity to learn from behind the scenes at Disney, one of the world's leading references in customer service.

During the course, leaders have contact with the best service practices and management strategies that have transformed the brand into a global icon of service excellence.The program is designed so that participants can apply these concepts directly in the day-to-day of their companies, resulting in a significant improvement in the quality of customer service and team engagement.

“When we talk about continuing education, we are referring to an endless journey. We never stop learning & we should never stop. Constant training is a necessity to develop new skills, but also to keep our brains active, our empathy sharp and our ability to solve problems in high”, he points out. Immersion is an opportunity for leaders to reinvent themselves and take these lessons of excellence to their companies, ensuring a high level of customer service.