Discover the Story behind the Most Talked-about Call Center in 2016!
Hello and welcome, dear readers! If you’re one of those who experienced the excellent service of Lazada’s customer care team in 2016, then you’ll agree that we have a remarkable tale to tell. During this time, Lazada’s call center earned the reputation of being the most talked-about call center in the customer service industry. Are you curious about how it happened? Do you want to know what made it possible? Keep reading, and we’ll take you through Lazada’s journey towards perfecting the art of customer service.
The Beginning of Lazada’s Call Center Journey
In 2016, Lazada, the largest online shopping website in Southeast Asia, changed its customer service game. The company renamed its call center to customer care, and the shift was more than just a name change. The goal was to create a customer-centric culture, with the customer care team serving as the centerpiece of this transformation. It was a bold move, but it quickly paid off. The new customer care team was well-trained, passionate, and dedicated to ensuring each customer had a satisfying experience.
The Importance of Customer Service
Customer service is one of the most critical aspects of any business as it directly impacts customer satisfaction and loyalty. A great customer service experience can turn a first-time customer into a loyal one. Lazada understood this, and the company set out to create a customer service culture that would enhance the customer experience. The new customer care team was an essential part of the company’s strategy to transform into a customer-first organization.
The Importance of Training
Lazada understood that training was a critical component in creating an excellent customer experience. The company invested in training the customer care representatives to ensure they had the right skills, knowledge, and attitude to serve customers effectively. The training was comprehensive and included communication skills, product knowledge, conflict resolution, and emotional intelligence.
The Importance of Empowerment
The customer care team was empowered to solve customer issues without seeking permission from superiors. This approach meant that the representatives could resolve customer issues within a short time frame, which resulted in increased customer satisfaction levels.
Lazada’s Customer Care Team: Passionate and Dedicated
Lazada’s customer care team was passionate, dedicated and always willing to go the extra mile to ensure customer satisfaction. They were well-trained, motivated, and empowered to make decisions that were in the best interest of the customers. Additionally, the customer care team was available 24/7, which meant that customers could get help whenever they needed it. These factors contributed to the success of Lazada’s customer care team and made them the most talked-about call center in 2016.
What Made Lazada’s Call Center Stand Out?
In addition to the factors mentioned above, there were specific aspects that made Lazada’s call center stand out from the rest. Here are some of them:
Quick Response Time
Lazada’s customer care team had a quick response time. They were trained to resolve customer issues within the shortest time possible, which meant that customers did not have to wait for long periods to get help.
Personalization
The customer care team was trained to personalize the customer experience. This approach meant that customers felt heard and valued.
Proactivity
The customer care team was proactive in addressing customer issues. They anticipated customers’ needs and worked towards resolving any issues before they escalated.
Flexibility
The customer care team was flexible and open-minded, which meant that they could adapt to different customers’ needs and situations.
Empathy
The customer care team understood that customers were individuals with unique situations and needs. They showed empathy to customers by putting themselves in their shoes and understanding their concerns.
Continuous Improvement
Finally, Lazada’s customer care team was always looking for ways to improve their service. They were open to feedback from customers and used it to improve their processes and service delivery.
The Lazada 2016 Call Center Experience in Numbers
| Key Metrics | Results |
|---|---|
| Customer Satisfaction | 98% |
| First Contact Resolution | 90% |
| Average Handling Time | 3 minutes |
| Employee Satisfaction | 95% |
Frequently Asked Questions
Q: How do I contact Lazada’s customer care team?
A: You can contact them by calling their hotline, emailing their support team, or chatting with them on their website.
Q: What are the operating hours of Lazada’s customer care team?
A: The customer care team is available 24/7.
Q: Can I return a product I purchased on Lazada?
A: Yes, you can return a product within 7 days of receiving it.
Q: Can I cancel my order after I have placed it?
A: Yes, you can cancel your order before it is shipped.
Q: How do I track my order?
A: You can track your order by visiting Lazada’s website and entering your order number.
Q: Can I change my shipping address after placing an order?
A: Yes, you can change your shipping address before your order is shipped.
Q: How do I contact the seller of a product I purchased?
A: You can contact the seller by sending them a message through Lazada’s website.
Q: Can I pay for my order on delivery?
A: Yes, you can pay for your order on delivery.
Q: Can I use a discount code for my purchase?
A: Yes, you can use discount codes for your purchase.
Q: How do I know if a product is authentic?
A: You can check the authenticity of a product by looking for Lazada’s “100% Authentic” badge on the product page.
Q: How do I leave feedback about my purchase?
A: You can leave feedback by rating the product and leaving a comment on the product page.
Q: How long does it take for a refund to be processed?
A: Refunds are processed within 7-14 working days.
Q: Can I exchange a product I purchased on Lazada?
A: Yes, you can exchange a product within 7 days of receiving it.
In Conclusion
In conclusion, Lazada’s call center experience in 2016 was one that left a lasting impression on customers. The company’s customer-centric approach, passionate and dedicated customer care team, and commitment to continuous improvement made it the most talked-about call center in Southeast Asia.
At the heart of it all was the desire to create an unforgettable customer experience, and this was evident in the numbers. Lazada’s customer satisfaction rating was at an all-time high, and the customer care team was well-equipped to handle any issue that came their way.
We hope that you enjoyed learning about Lazada’s call center experience in 2016. We encourage you to take a page from their book and focus on providing an unforgettable customer experience for your customers. Remember, customer satisfaction is the key to building a loyal customer base!
Disclaimer: This article is provided for informational purposes only. The views expressed herein are those of the author and do not necessarily reflect the views of Lazada.