Smart Solutions participated in a panel discussion at a business conference in Tajikistan

On April 12-13, 2024, in Khujand, Republic of Tajikistan, the “Customer Service as a Growth Strategy” Meetup took place. Speakers from the business sectors of Tajikistan, Uzbekistan, Kazakhstan, and other Central Asian countries participated in the meetup.

Participants exchanged professional experiences and opinions on topics such as customer service through mass staff training, interacting with customers on social media, neuromarketing, and the role of HR in developing customer service. They also discussed modern practices and solutions for managing service levels, developing and implementing customer service standards, handling conflicts, complaints, and much more.

Tatiana Skachko, Managing Partner of Smart Solutions and Business Leader in Central Asia and the Caucasus, participated in the panel discussion. During the discussion, participants shared their personal experiences about which tools actually work in practice and which ones do not.

“During the discussion, we talked about ‘anti-cases,’ which are instances where these tools do not work. I brought up the topic of NPS. Of course, it’s a good tool, but one must have a critical mindset and not be swayed by numbers. After all, it doesn’t always yield real results, as not all customers respond to surveys, and everyone perceives this rating scale differently. Therefore, NPS doesn’t always show the true picture of customers’ attitudes toward the company,” shares Tatiana Skachko.

Participants also found valuable the information about current trends in customer service and the benefits of using modern technologies in customer interactions.