{"id":710,"date":"2023-09-13T13:39:04","date_gmt":"2023-09-13T11:39:04","guid":{"rendered":"https:\/\/insightevents.se\/contactcenter\/?p=710"},"modified":"2023-09-13T13:50:09","modified_gmt":"2023-09-13T11:50:09","slug":"kompetens-kring-kanslor-och-behov-i-kundbemotande-varfor-ar-det-sa-viktigt","status":"publish","type":"post","link":"https:\/\/insightevents.se\/contactcenter\/2023\/09\/13\/kompetens-kring-kanslor-och-behov-i-kundbemotande-varfor-ar-det-sa-viktigt\/","title":{"rendered":"Kompetens kring k\u00e4nslor och behov i kundbem\u00f6tande \u2013 varf\u00f6r \u00e4r det s\u00e5 viktigt?"},"content":{"rendered":"
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Hur f\u00e5r jag mina medarbetare att vara trygga i att hantera missn\u00f6jda kunder och l\u00e4mna negativa besked? Inf\u00f6r konferensen Framtidens kundservice & Contact Center den 14-15 november i Stockholm fick vi en pratstund med Jessica Jonsson. Jessica \u00e4r \u00e4gare av The Inside Changer och dessutom en av talarna p\u00e5 konferensen d\u00e4r hon kommer att prata om varf\u00f6r det \u00e4r s\u00e5 viktigt med kompetens kring k\u00e4nslor och behov i kundbem\u00f6tandet. Vi pratade om hur v\u00e5rt undermedvetna p\u00e5verkar kund- och medarbetarn\u00f6jdheten, vilka fallgropar man ska undvika och vad deltagarna kan f\u00f6rv\u00e4ntas ta med sig efter hennes presentation.<\/p>\n\n\n\n


Vad kommer du att prata om p\u00e5 Framtidens kundservice & Contact Center 2023?<\/strong><\/p>\n\n\n\n

Jag kommer prata om mycket av det som ligger i m\u00e4nniskan undermedvetna. Det d\u00e4r som styr oss utan att vi alltid \u00e4r s\u00e5 medvetna om det. Vi tror att vi \u00e4r s\u00e5 rationella och logiska varelser, men vi alla styrs hela tiden av v\u00e5ra k\u00e4nslor, behov, v\u00e5ra \u00f6vertygelser och erfarenheter. Och hur vi kan bli m\u00e4stare i kundbem\u00f6tande genom att medvetandeg\u00f6ra den h\u00e4r kunskapen lite mer.<\/p>\n\n\n\n

Varf\u00f6r \u00e4r det s\u00e5 viktigt med kompetens kring k\u00e4nslor och behov i kundbem\u00f6tandet?<\/strong><\/p>\n\n\n\n

Det finns otroligt m\u00e5nga anledningar. Men en av dem \u00e4r att vi kommer se mindre och mindre av \u201cvanliga fr\u00e5gor\u201d i kundservice eftersom de kommer kunna hanteras digitalt. De som har ett behov av att prata med en riktig m\u00e4nniska ist\u00e4llet f\u00f6r en robot kommer till en h\u00f6gre grad vara m\u00e4nniskor med starka k\u00e4nslor och behov. Vi kommer nog uppleva en \u00f6kning av missn\u00f6jda kunder eftersom de som inte \u00e4r lika reaktiva har f\u00e5tt hj\u00e4lp p\u00e5 annat s\u00e4tt.<\/p>\n\n\n\n

Hur l\u00e4r man medarbetarna att vara trygga i att hantera missn\u00f6jda kunder och l\u00e4mna negativa besked?<\/strong><\/p>\n\n\n\n

Man l\u00e4r sig att alla \u201cd\u00e5liga beteenden\u201d alltid kommer fr\u00e5n ett behov som inte blivit m\u00f6tt och \u00e4r resultatet av en f\u00f6rsvarsstrategi som just den h\u00e4r kunden beh\u00f6vt l\u00e4ra sig tidigt i livet. Vi beh\u00f6ver empati och f\u00f6rst\u00e5else ist\u00e4llet f\u00f6r d\u00f6mande. Och det hj\u00e4lper jag medarbetarna att hitta! Dock utan att bli mesiga och \u00f6verk\u00f6rda. Det g\u00e5r alldeles utm\u00e4rkt att kombinera empati med driv, tydlighet och gr\u00e4nss\u00e4ttning.<\/p>\n\n\n\n

Vilka fallgropar ska man undvika?<\/strong><\/p>\n\n\n\n

Att s\u00e4tta h\u00e5rt mot h\u00e5rt. Att bli otydlig och indirekt ge kund r\u00e4tt i sakfr\u00e5gan f\u00f6r att man k\u00e4nner empati f\u00f6r deras upplevelse. Att d\u00f6ma kunden eller sig sj\u00e4lv \u2013 det \u00e4r v\u00e5rt d\u00f6mande som skapar en klump i magen, inte kundens beteende i sig sj\u00e4lv.<\/p>\n\n\n\n

P\u00e5 vilket s\u00e4tt p\u00e5verkar v\u00e5rt undermedvetna kund- och medarbetarn\u00f6jdheten?<\/strong><\/p>\n\n\n\n

P\u00e5 m\u00e5nga s\u00e4tt. Vi \u00e4r alla extremt pr\u00e4glade av v\u00e5ra djupt liggande \u00f6vertygelser som vi f\u00e5tt med oss genom livet. Ingen m\u00e4nniska tar in omv\u00e4rlden p\u00e5 samma s\u00e4tt som n\u00e5gon annan. V\u00e5r upplevelse av samma situation kan vara totalt olika beroende p\u00e5 hur v\u00e5rt undermedvetna uppfattar den. Jag hj\u00e4lper m\u00e4nniskor att flytta upp saker fr\u00e5n det omedvetna till det medvetna. Och p\u00e5 s\u00e5 s\u00e4tt bli bem\u00f6tandeproffs och kunna ge kunden en positiv upplevelse oavsett sak.<\/p>\n\n\n\n

Har du n\u00e5gra andra tips eller l\u00e4rdomar du kan dela med dig av?<\/strong><\/p>\n\n\n\n

\u201cIngen bryr sig om vad du har att s\u00e4ga, f\u00f6rr\u00e4n de vet att du bryr dig\u201d \u2013 det g\u00e4ller kunder, kollegor, familjemedlemmar\u2026 Alla! Problemet \u00e4r s\u00e4llan att vi inte bryr oss, bara att den andra inte uppfattar det. S\u00e5 den stora fr\u00e5gan \u00e4r; hur kan vi VISA att vi bryr oss?<\/p>\n\n\n\n

Vad hoppas du p\u00e5 att deltagarna tar med sig efter din presentation?<\/strong><\/p>\n\n\n\n

Jag hoppas p\u00e5 att v\u00e4cka intresse f\u00f6r den djupare niv\u00e5n av kundbem\u00f6tande. Det \u00e4r s\u00e5 l\u00e4tt att vi fastnar i siffror och \u201cs\u00e4g-s\u00e5-h\u00e4r-g\u00f6r-s\u00e5-h\u00e4r-coaching\u201d, men att hantera en kund p\u00e5 b\u00e4sta m\u00f6jliga s\u00e4tt g\u00e5r otroligt mycket djupare \u00e4n s\u00e5. Sj\u00e4lvk\u00e4nnedom \u00e4r a och o. En medarbetare som blir passiv med en kund kommer inte bli hj\u00e4lpt av att f\u00e5 h\u00f6ra att hen m\u00e5ste driva p\u00e5 mer. Den beh\u00f6ver bli medveten om vad det \u00e4r som g\u00f6r att den g\u00e5r in i det beteendet. Hittar vi k\u00e4rnan, kommer beteendef\u00f6r\u00e4ndringen enkelt!<\/p>\n\n\n\n

\u00c4r det n\u00e5gon annan talare eller programpunkt du \u00e4r nyfiken p\u00e5?<\/strong><\/p>\n\n\n\n

Det \u00e4r ju m\u00e5nga programpunkter som ber\u00f6r AI och jag \u00e4r v\u00e4ldigt nyfiken p\u00e5 att h\u00f6ra om n\u00e5gon kommer ge lite inputs kring de lite djupare m\u00e4nskliga aspekterna i kundens UPPLEVELSE med AI. Det g\u00e5r ju s\u00e5 otroligt fort, s\u00e5 snart kommer AI s\u00e4kert kunna g\u00f6ra djupare psykologiska bed\u00f6mningar utifr\u00e5n en kort skriftdialog och anpassa sig \u00e4nnu b\u00e4ttre utifr\u00e5n varje kunds unika behov!<\/p>\n","protected":false},"excerpt":{"rendered":"

Hur f\u00e5r jag mina medarbetare att vara trygga i att hantera missn\u00f6jda kunder och l\u00e4mna negativa besked? Inf\u00f6r konferensen Framtidens kundservice & Contact Center den 14-15 november i Stockholm fick vi en pratstund med Jessica Jonsson. Jessica \u00e4r \u00e4gare av The Inside Changer och dessutom en av talarna p\u00e5 konferensen d\u00e4r hon kommer att prata […]<\/p>\n","protected":false},"author":1,"featured_media":711,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[3],"tags":[],"class_list":["post-710","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nyhet"],"acf":[],"yoast_head":"\nKompetens kring k\u00e4nslor och behov i kundbem\u00f6tande \u2013 varf\u00f6r \u00e4r det s\u00e5 viktigt? - Contact Center<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/insightevents.se\/contactcenter\/2023\/09\/13\/kompetens-kring-kanslor-och-behov-i-kundbemotande-varfor-ar-det-sa-viktigt\/\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Kompetens kring k\u00e4nslor och behov i kundbem\u00f6tande \u2013 varf\u00f6r \u00e4r det s\u00e5 viktigt? - Contact Center\" \/>\n<meta property=\"og:description\" content=\"Hur f\u00e5r jag mina medarbetare att vara trygga i att hantera missn\u00f6jda kunder och l\u00e4mna negativa besked? 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