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Customer service

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    Customer service Customer service Presentation Transcript

    • Customer Service
    • Agenda
      • The concept
      • Who is the customer?
      • Customers’ expectation
      • Qualifications of the CSR
      • Call flow
      • Start a phone call
      • Kinds of transfer
      • Qualities of voice
    • Agenda
      • Elements of voice
      • Probing and questioning skills
      • Listening skills
      • Good Customer Service is all about delighting customers.
      THE CONCEPT
      • Excellent customer service = exceed the customer's expectations.
      • Good customer service is all about bringing customers back.
    • Who is a Customer?
      • A person who wants his/her expectations fulfilled
      • A person who needs appreciation and understanding just as much as we do
      • A human being with emotions and feelings
    • CUSTOMER EXPECTATIONS
      • He/She wants to have all his/her requirements met
      • He/She wants dependable service
      • He/She wants a fast response
      • He/She wants courteous service
      • He/She wants correct information
      • He/She wants consistent service
      • He/She wants answers to his/her questions
    • Qualifications of good CSR
      • Quick
      • Eager to please
      • knowledgeable
      • Optimistic
      • Up beat
      • Friendly
      • Efficient
      • Honest & Fair
      • Helpful
      • Solution oriented
    • Qualifications of good CSR…(cont’d)
      • Able to understand the customer’s requests
      • Solution oriented
      • Giving the customer a feeling of importance and confidence
      • Speak clearly
      • Listen attentively
    • Call Flow
      • Greeting
      Security check Identify concerns Provide solutions Gain agreement Hold Closing Extra mile Transfer (summarize) 1- Inbound
    • Call Flow
      • 2- Outbound
      Greeting Information + sign post Define yourself/company Give directions: Why did you call? What are you going to say on the call Educate + identify concerns Tell him/her about the item you’re selling What he/she is looking for Provide solutions Gain agreement Extra mile Closing
    • Start a phone call
      • 1 st ring
      IVR Interactive Voice Response
      • Smile
      • Greeting / company introduced
      • Introduce yourself
      • Offer help
    • Start a phone call…(cont’d)
      • Listening / acknowledging (paraphrasing)
      • Hold procedure
      • You’ve to seek customer’s permission
      • You need to give a valid reason for the customer to put him on hold
      • To give a time frame
      • Thank the customer
      Start a phone call…(cont’d)
      • Keep checking back: incase that you need much time to fulfill his/her needs
      • Return and thank the customer
      • Customer’s permission
    • Kinds Of Transfer
      • Cold transfer
      • The customer had a problem, he/she reached the wrong department
      • Direct transfer will force the customer to repeat the whole process
    • Kinds Of Transfer…(cont’d)
      • Warm transfer
      • The customer had a problem, he/she reached the wrong department
      • I briefed the problem to other department
      • The customer won’t repeat all call
      • Open transfer
      Kinds Of Transfer…(cont’d)
      • Similar to warm transfer, instead of putting the customer on hold I put him/her on line incase I miss any information or giving his/her input or correction
    • Closing
      • Summarize
      • Provide an extra service
      • Highlight the +ve things you’ve done
    • Qualities of voice
      • Clarity
      • Conversational tone (intonation/ don’t sound like machines
      • Expressiveness
      • Alertness
      • Pleasantness (smile)
    • Elements of voice
      • Pitch
      • Pace (match the pace of the customer
      • Volume :
      • Right placement for the mic (2 fingers ahead from your mouth)
      • Too far from the mouth, the customer won’t hear clearly
    • Elements of voice…(cont’d)
      • Energy
      • Tone (warm / friendly)
      • Articulation
    • Probing and questioning skills
      • Types of questions
      Open – ended Questions
      • Aim to get someone talking
      • Are useful when you want general information
      For example, “ How may I help you?” “ Why do you say that?” “ What happened?”
    • Probing and questioning skills Close - ended Questions
      • Aim to limit talking to control direction of conversation.
      • Are useful when you want specific information.
      For example, “ Is there anything else I can assist you with?” “ Am I speaking with Mr. Smith?” “ Have you checked your weight this morning?”
    • Probing and questioning skills Alternate Choice Questions:
      • This question type provides choices for the caller to choose from.
      • These questions are useful when dealing with difficult callers.
      For example, “ I could mail this to you or would you prefer me to fax the information?”
    • Probing and questioning skills Basic questions
      • These are the introduction to your conversation.
      • They tell you whom you are speaking with and allow you to access a customer’s profile.
      For example, “ May I have address and telephone number.” “ May I know your Doctors name?”
    • Probing and questioning skills Verification Questions
      • These enable you to verify the identity of the customer and hence preserve confidentiality of the customer’s information.
      • These questions normally focus on information that is personal to the customer such as date of birth, social security number, etc.
      For example, “ May I have your date of birth for verification purposes?”
    • Probing and questioning skills Fact-finding Questions
      • You ask effective fact-finding questions to get a clear picture of the exact problem of the customer.
      • Fact-finding questions are mostly open-ended
      For example, “ When would you like to fix the appointment?”
    • Listening skills
      • Acknowledgment
      • Acknowledging involves two things:
      • Recognizing that the customer is an important person
      • Communicating to the customers that you understand their situation
      How to acknowledge:
      • Use customer’s name:
      • Using the customer’s name helps to personalize the call and also build rapport.
      • Do not over use the customer’s name as it tends to get irritating after sometime.
      • Acknowledge by using:
      Listening skills…(cont’d)
      • I can appreciate what you’re saying.
      • I can see why you’re upset.
      • I can hear that you’re annoyed.
      • I understand your concern
      • Assurance
      Listening skills…(cont’d) Communicating to the customer that you can resolve his/her concern.
      • Here are a few examples of assurances:
      • “ I’ll personally take care of this for you.”
      • “ I’ll make sure this reaches you before Mondays.”
      • “ I can take care of that for you”
      Communicating to the customers that you understand their situation.
    • Listening skills…(cont’d)
      • Assertiveness
      • being honest with yourself and with others
      • being able to say what you want, need and feel but not at the expense of other people’s feelings
      • understanding the other person’s point of view
      • behaving in a logical, rational (not emotional) manner
    • Listening skills…(cont’d) The benefits of being assertive are that you are able to:
      • handle others with confidence and courtesy
      • handle any encounter with efficiency, no matter how difficult
      • leave other people with a positive impression of you and your organization
      • say the right thing in the right way
      • feel satisfied with the outcome of a situation