2. Text/Audio Narration:
What do we want for our customers? We want our phone associates to be friendly and efficient. We want the customers to receive professionalism from
the phone associates they speak with. We want the phone associates to resolve the customer inquiries with one-stop solutions for our family of
customers”
______________
CUSTOMER TREATMENT
3. Text/Audio Narration:
It’s important to establish the goal of the online tutorial. It will set the tone for the associates to understand the expectations of them attending this tutorial.
To provide friendly phone service to our customers by
identifying the goals of the call center, measuring customer
satisfaction scores, and utilizing customer scripting with 100%
accuracy while speaking with our customers.
Goal
4. Text/Audio Narration:
By the end of this tutorial, the phone associates will be able to identify goals of the call center with 100% accuracy, measure their satisfaction scores with
less than 2% errors and utilize scripting on 100% of their calls. By meeting these objectives, the call center customer satisfaction ratings should increase
over the next 90 days.
At the completion of this course, the phone associates will be able to
identify the goals of the call center department with 100% accuracy.
The phone associates will be to measure their customer satisfaction
scores with less than 2% errors.
The associates will utilize customer satisfaction scripting with 100%
accuracy while speaking with customers.
Performance Based Objectives
5. Text/Audio Narration:
What do we want for our customers: quality service; answer calls in a reasonable time; listen to our customers; accurate solutions and keep our promises.
It is important to keep all of these concepts in mind with every customer you speak with. Each customer should feel as if they are your first customer of
the day.
Quality service
Answer call in a
reasonable time
Listen
Accurate, prompt
solutions
Keep our promises
Respect
What do we want for our department?
6. Text/Audio Narration:
The customer service strategies are staffing, training, management and quality monitors. It is important that the staffing team hire quality candidates;
preferable with previous customer service experience. Training will provide the foundation for the job role and ensure the associates are proficient. Call
center management will keep the associate motivated and continue to grow them for their position. The quality team will coach and mentor the
associates.
Service Department Strategy
Staffing________
Hiring the best people
Training Department
Training them well
Call Center Management
Providing a productive work atmosphere
Quality Monitors_
Monitoring the quality and the quantity of
our work
7. Text/Audio Narration:
Answers to the questions:
1. identifying the goals of the call centers, measuring customer satisfaction scores and utilizing customer scripting with 100% accuracy
2. Quality service, answer call in a reasonable time, listen, accurate, prompt solutions, keep our promises and respect.
1.Name one of the goals for the
customer treatment course?
2.Provide three of the six departmental
goals for our customers?
8. Text/Audio Narration:
It is seen as a key performance indicator within business . They focus employees’ on the importance of fulfilling customers’ expectations. It is essential
for businesses to effectively manage customer satisfaction. To maintain consistency we are asking all phone associates to provide the same scripts
while speaking with customers.
Ever wonder what customers are saying?
Did the customer service agent sound
confident?
Was the agent helpful?
Would you recommend this service to
someone else?
Customer Satisfaction
9. Text/Audio Narration:
Customer Service takes several opportunities to develop a quality service environment through rewards, praise, and celebration.
With Customer Service expectations continually rising, the wider community is becoming aware of the value and role that Customer Service plays in
achieving business success. With Customer Service expectations continually rising, the wider community is becoming aware of the value and role that
Customer Service plays in achieving business success.
Step Increase Program
Customer Satisfaction Bonus
Quarterly Awards Ceremonies
Award and Recognition Ideas
10. Text/Audio Narration:
this is checkpoint to test their knowledge before taking the final assessment.
Match the definitions to the word
A. Hiring the best people 3.Training Dept
B. Training them well 2.Call Center
Management
C. Providing a productive
work environment 1.Staffing
D. Monitoring the quality
and quantity of the work 4.Quality monitors
11. Text/Audio Narration: Where do you fit into the BIG picture? Put in the time, concern, and thought needed to accomplish your
tasks; They will learn from your work ethic, your modeling, and your experience; Be a great example of how the company treats
its customers and how we should treat each other; The Team Manager is responsible for reacting to all issues; Do not isolate
your thinking to your team; Customer satisfaction is our number one priority
:
Here are a few ways you can impact the BIG
picture:
Work Efficiently
Build People
Stay Close
Accountability
Think Globally
Where do you fit into the BIG picture?
12. Text/Audio Narration:
At this point, the learners will be expected to take a ten question assessment of the information learned. The questions will be scenario based as if the
associate was speaking to a customer. The expectation is for the associate to use the terms and knowledge learned in the tutorial to answer the
questions. If there is a need to go back to previous slides to answer questions, they can click on the back buttons.
13. The need for the tutorial was based on an analysis
completed by executive management after listening to
various calls. The treatment of the customers was rude and
inappropriate. The tutorial was designed to teach call center
associates the expectation of appropriate customer treatment. It
explained who’s impacted by the treatment of the customer and
how the associates can make a difference. The tutorial included activities
to reinforce information taught and gage the associate’s level of
understanding. There was a ten question scenario based
assessment the associates will take at the end of the tutorial. The
scenarios will be based on key terms learned while taking the
tutorial. Management’s expectation is a score of 90% +.
Management will continue to review the associate’s calls over the
next three months. If the customer satisfaction scores increase,
management is prepared to create these tutorials on an ongoing
basis.
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