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Customer Service Overview

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Onboarding training: Essentials of customer service roles explained.

Discover SteelForge Innovations' Customer Service with Lucas, highlighting key roles, vital KPIs, and our commitment to excellence.

Video script

Welcome to SteelForge Innovations. My name is Lucas, and as one of the leads in the customer support team, I'm here to guide you through the vital role our department plays here.

The Customer Service Department is structured meticulously to serve our clients with efficiency and dedication. We're divided into three key roles:

  1. Customer Support Representatives – They're the frontline of our service, directly assisting clients with their concerns and queries.
  2. Technical Support Team – They handle more specialized queries, especially when it involves our products' technical aspects.
  3. Relationship Managers – These are the people ensuring our long-term clients remain satisfied and that we understand their evolving needs.

Now, if we zoom out and see the bigger picture of our company, the Customer Service Department acts as the bridge connecting our Manufacturing and Sales departments. While Sales introduces our innovations to the market, we ensure that our clients' experience is smooth and satisfactory. We also provide crucial feedback from customers to the Manufacturing and R&D departments, ensuring our products continually evolve and improve.

Success in our department is driven by some vital Key Performance Indicators or KPIs. Among the many metrics we prioritize, three of our primary KPIs stand out.

The Customer Satisfaction Rate provides insight into the contentment of our clients by reflecting how pleased they are with the assistance they receive from us.

First Call Resolution indicates the frequency with which we manage to address and resolve a client's concerns during their initial interaction with our team.

Lastly, the Average Response Time emphasizes the importance of promptness in our department. This metric specifically measures the swiftness with which we engage and address the concerns of our clients.

Achieving a 90% satisfaction rate or above. That's our major departmental goal for the year.

Every one of us in the Customer Service Department is dedicated to ensuring that SteelForge's reputation is upheld, not just through the products we manufacture but also in the relationships we maintain with our clients. So as you join our team, remember, we're more than just problem solvers; we're the voice and ears of SteelForge Innovations.

Welcome aboard! Together, we commit to forging excellence and cultivating enduring relationships.

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