FSG issues working rules, improving customer service experience

“WORKING GROUND RULES” is a set of working rules internally issued by the FSG Board of Directors from May 25, 2022. With the goal of making FSG a leading customer service thinker in FSOFT, FSG focuses on improving the customer service experience, even after receiving countless compliments from its large partners in recent years.

If FSG employees are cared for by the FSG Employee Care program, partners and customers will also experience a professional working environment, enthusiastic spirit, and positive attitude of FSGers adopt this working rule.

Accordingly, the rule will detail what FSGer needs to do when working with customers, from communication skills, time management, working attitude, and sense of responsibility when working on projects, etc.

The specific set of rules are as follows:

• #1 Listen to understand. Listening to understand means not only hearing what the customer is saying, but also trying to understand the underlying message. This means not only paying attention to what they are saying, but also why. The goal of listening comprehension is to take in as much information as possible, which will help you provide more precise feedback and make customers feel comfortable that their concerns are being heard and understood.
• #2 Act positively on what you hear. If you listen and understand customer feedback, you can take appropriate action. This could involve providing multiple solutions, passing customer feedback to a manager or executive, or resolving customer issues.
• #3 Take personal responsibility for your actions. Taking personal responsibility creates an environment where customers feel like their concerns are being heard and taken seriously, which helps improve relationships with guests. Responsible staff Individual responsibilities at work also tend to be more dedicated and dedicated.
• #4 Show respect for your customers
• #5 Active raise the difficult issue with PM or manager first before sharing with customer
• #6 If the customer has important tasks such as deployment, or urgent issues that need your help. Please text the message to the customer if you have break time such as lunch, dinner, internal meeting, etc.)
• #7 In case you work directly with the customer, check customer message and reply as soon as possible (In case you work directly with the customer, check customer message and reply as soon as possible)

The FSG leadership expects that through Working Ground Rules, all employees will focus on properly and fully implementing the issued rules in order to improve the quality of service at the unit and strengthen the working style of the whole team. FSG-ers, minimize unexpected arising situations and build a beautiful image of FSG in the eyes of partners and customers.