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Customer service

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  • 1. Customer Service
  • 2. 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
  • 3. Agenda  Elements of voice  Probing and questioning skills  Listening skills
  • 4.  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.
  • 5. 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
  • 6. 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
  • 7. Qualifications of good CSR  Quick  Eager to please  knowledgeable  Optimistic  Up beat  Friendly  Efficient  Honest & Fair  Helpful  Solution oriented
  • 8. 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
  • 9. Call Flow Greeting Security check Identify concerns Provide solutions Gain agreement Hold Closing Extra mile Transfer (summarize) 1- Inbound
  • 10. 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
  • 11. Start a phone call  1st ring IVR Interactive Voice Response  Smile  Greeting / company introduced  Introduce yourself  Offer help
  • 12. 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
  • 13.  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
  • 14. 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
  • 15. 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
  • 16.  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
  • 17. Closing  Summarize  Provide an extra service  Highlight the +ve things you’ve done
  • 18. Qualities of voice  Clarity  Conversational tone (intonation/ don’t sound like machines  Expressiveness  Alertness  Pleasantness (smile)
  • 19. 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
  • 20. Elements of voice…(cont’d)  Energy  Tone (warm / friendly)  Articulation
  • 21. 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?”
  • 22. 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?”
  • 23. 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?”
  • 24. 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?”
  • 25. 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?”
  • 26. Fact-finding Questions Probing and questioning skills 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?”
  • 27. Listening skills  Acknowledgment Acknowledging involves two things: 1. Recognizing that the customer is an important person 2. 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.
  • 28.  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
  • 29.  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.
  • 30. 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
  • 31. 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

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