{"id":1000,"date":"2022-08-17T11:46:34","date_gmt":"2022-08-17T11:46:34","guid":{"rendered":"https:\/\/insightevents.se\/servicedeskforum\/?p=1000"},"modified":"2022-08-17T11:46:35","modified_gmt":"2022-08-17T11:46:35","slug":"kundservice-och-stravan-att-standigt-skapa-en-wow-kansla","status":"publish","type":"post","link":"https:\/\/insightevents.se\/supportochservice\/2022\/08\/17\/kundservice-och-stravan-att-standigt-skapa-en-wow-kansla\/","title":{"rendered":"Kundservice och str\u00e4van att st\u00e4ndigt skapa en WOW-k\u00e4nsla"},"content":{"rendered":"
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Outsourcing \u00e4r inget f\u00f6r LYKO! Elin Trapp arbetar som Head of Customer Service p\u00e5 LYKO och \u00e4r aktuell som talare p\u00e5 Servicedesk Forum 2022. D\u00e4r kommer hon bla att prata om hur man bygger en f\u00f6retagskultur som genomsyras av transparens, samh\u00f6righet, fria tyglar och till\u00e5telse att g\u00f6ra fel. Vi tog ett snack med Elin inf\u00f6r konferensen d\u00e4r hon ber\u00e4ttar varf\u00f6r man l\u00e5ter kunden tro att de har r\u00e4tt \u00e4ven om de inte har det, hur de hanterar Influencer samarbeten och vad \u00e4r egentligen en WOW-peng?<\/strong><\/p>\n\n\n\n

M\u00e5nga f\u00f6retag outsourcar delar av sin kundservice men ni har allt internt. Vad \u00e4r tankarna bakom detta?<\/strong><\/p>\n\n\n\n

F\u00f6r oss p\u00e5 LYKO utg\u00e5r vi alltid ifr\u00e5n kunden n\u00e4r vi tar ett beslut. F\u00f6r oss p\u00e5 Kundservice inneb\u00e4r det att vi str\u00e4var efter att alltid leverera service i v\u00e4rldsklass, i varje dialog. Vi tror det \u00e4r v\u00e4ldigt viktigt att ha medarbetare som f\u00f6rst\u00e5r bolagets kultur och dess v\u00e4rderingar f\u00f6r att kunna leverera WOW:et. Det \u00e4r det ena, sen finns det annan viktig del och det \u00e4r effektiviteten internt. Det \u00e4r vi som f\u00f6rst uppt\u00e4cker om n\u00e5got inte fungerar och h\u00e4r har vi ett stort ansvar i att eskalera det vidare internt, f\u00f6r att s\u00e5 snabbt som m\u00f6jligt kunna vidta eventuella \u00e5tg\u00e4rder. Som bolag har vi som filosofi att inget problem \u00e4r f\u00f6r litet f\u00f6r att lyfta. Allt ska lyftas och r\u00e4ttas till. Jag \u00e4r extremt tacksam \u00f6ver det fina samarbete vi har internt och att vi aldrig tappar kundfokuset, oavsett hur stora vi blir.<\/p>\n\n\n\n

Har h\u00f6rt att ni har en s\u00e4rskild wow-peng f\u00f6r att skapa gl\u00e4dje hos kunderna. Hur fungerar detta i praktiken?<\/strong><\/p>\n\n\n\n

WOW-pengen \u00e4r en summa pengar varje medarbetare f\u00e5r att nyttja m\u00e5nadsvis d\u00e4r syftet \u00e4r att g\u00f6ra det d\u00e4r lilla extra f\u00f6r kunden. M\u00e5let \u00e4r att leverera en k\u00e4nsla av ”WOW, vilken service!”<\/p>\n\n\n\n

Ibland anv\u00e4nds den n\u00e4r vi tabbat oss med leveransen, n\u00e4r n\u00e5gon fyller \u00e5r eller kanske delar n\u00e5got tufft som h\u00e4nt i livet och beh\u00f6ver lite extra k\u00e4rlek. Det fina med pengen \u00e4r sj\u00e4lvklart att man som medarbetare har n\u00e5got extra att ta till vid behov, men ocks\u00e5 den enormt fina feedbacken vi f\u00e5r och som ofta leder till story telling. \u00c4ven om det inneb\u00e4ra en extra slant, s\u00e5 tror vi n\u00e5gonstans att LYKO i det l\u00e5nga loppet vinner p\u00e5 det.<\/p>\n\n\n\n

Vilka delar inom f\u00f6retaget ansvarar er kundsupport f\u00f6r?<\/strong><\/p>\n\n\n\n

Vi har valt att kalla oss f\u00f6r Customer Relations, eftersom vi g\u00f6r s\u00e5 mycket mer \u00e4n den klassiska supporten. V\u00e5rt uppdrag \u00e4r att skapa fina relationer med v\u00e5ra kunder. Inom teamet har vi ut\u00f6ver kundsupport, retur & reklamation \u00e4ven Hudterapeuter, Fris\u00f6rer och Farmaceuter. Deras uppdrag \u00e4r att guida kunden r\u00e4tt bland v\u00e5ra 55 000 olika artiklar, genom skr\u00e4ddarsydda rekommendationer. Ut\u00f6ver det har vi ocks\u00e5 \u00d6vers\u00e4ttare p\u00e5 plats i varje land ( 8 l\u00e4nder) som s\u00e4kerst\u00e4ller att vi har lokala texter p\u00e5 produkter samt Lykofierade texter i all v\u00e5r kommunikation. Slutligen har vi teamet som arbetar med att engagera och underh\u00e5lla v\u00e5ra kunder via v\u00e5rt Community Lyko Social.<\/p>\n\n\n\n

Hur har ni hanterat sommar och semester inom supporten?<\/strong><\/p>\n\n\n\n

Vi g\u00f6r inte n\u00e5gra f\u00f6r\u00e4ndringar n\u00e4r det kommer till bemanning och \u00f6ppettider. F\u00f6r oss \u00e4r det viktigt att vi finns d\u00e4r f\u00f6r kunden, precis som vanligt. Vi har f\u00f6rberett och introducerat v\u00e5ra nya stj\u00e4rnor innan sommaren. Innan vi l\u00e4mnade \u00f6ver ansvaret kommer g\u00e5r de igenom den interna ”Let\u00b4s WOW”-skolan och \u00e4r redo att h\u00e5lla skeppet p\u00e5 r\u00e4tt kurs.<\/p>\n\n\n\n\n","protected":false},"excerpt":{"rendered":"

Outsourcing \u00e4r inget f\u00f6r LYKO! Elin Trapp arbetar som Head of Customer Service p\u00e5 LYKO och \u00e4r aktuell som talare p\u00e5 Servicedesk Forum 2022. D\u00e4r kommer hon bla att prata om hur man bygger en f\u00f6retagskultur som genomsyras av transparens, samh\u00f6righet, fria tyglar och till\u00e5telse att g\u00f6ra fel. Vi tog ett snack med Elin inf\u00f6r […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-1000","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"acf":[],"yoast_head":"\nKundservice och str\u00e4van att st\u00e4ndigt skapa en WOW-k\u00e4nsla - Support och service<\/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\/supportochservice\/2022\/08\/17\/kundservice-och-stravan-att-standigt-skapa-en-wow-kansla\/\" \/>\n<meta property=\"og:locale\" content=\"sv_SE\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Kundservice och str\u00e4van att st\u00e4ndigt skapa en WOW-k\u00e4nsla - Support och service\" \/>\n<meta property=\"og:description\" content=\"Outsourcing \u00e4r inget f\u00f6r LYKO! 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