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Customer
Service Programs Internationalizing
Your Customer Service Processes If
a client from Japan, for example, has a technical or service question who'd they
contact? All product documentation and your web site probably refer them to you
Customer Service center. So, if that client sends an e-mail to your Customer Service
or Help Desk, do you have the capability to read the Japanese double-byte characters,
understand their meaning and respond to the message promptly? International visitors,
just as you domestic visitors expect to be answered in a reasonable time-frame
and in the same language in which they sent the question. Is your Customer Service
center ready to handle such expectations?
Bridge
Cultures, Inc. can help you review and reconfigure your existing Customer
Service processes or design new ones to respond quickly and efficiently
to your growing international customer base. In the course of this program,
we work with you to:
- examine
communication methods (e-mail, telephone, fax, etc.) and routes (direct service
center contact, via local branch office or representative, via centrally-based
account rep, etc.)
- establish
optimal response procedures (use or translators, local representatives, develop
local language help materials and/or websites, outsource, etc.)
- integrate
international customer service into the company's internal structure
- train
customer service and account representatives on basic intercultural communications
principles
- provide
research, templates and checklists for streamlining international customer communications.
The
goal of this program is to improve the customer service experience for your international
clients while keeping costs and response time to a minimum.
Length of program:
2-3 weeks
Location: onsite
Deliverables: in-depth report
on the status of your international customer service; recommendations on how to
improve efficiency and satisfaction levels; assistance with the implementation
of the given recommendations.
| Our
Guarantee: We are so certain that
you will see positive results from our program that, if during our standard 60
days follow-up, there's no improvement in your or your company's performance according
to previously agreed-upon objectives, we will refund 75% of the fee you paid-guaranteed!
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| You
may need this service if: You
often struggle to understand calls or e-mails from international clients. The
response time to inquiries from international clients is twice as long as those
from domestic clients. You
find it difficult to serve international clients because you find their requests
unusual. |
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