Customer Service Excellence Guide
This document discusses customer service and provides guidance on how to effectively handle customer interactions. It defines customer service as the support provided to customers before and after purchasing products or services. It then outlines different methods of customer support like taking orders, providing information, and repairing issues. The document emphasizes that customer service is important because it can generate sales, solve problems, and keep costs low. It provides tips for positive language when interacting with customers, how to effectively listen and address concerns, and how to say "no" to customers in a respectful way. Finally, it discusses live answering services and provides rubrics for evaluating customer service performance.
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Customer Service Excellence Guide
- 2. About Electronic House Vision Mission How we can help achieving this mission…?
- 3. What is CS ………? Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you
- 4. Different methods of Customer support……… Taking orders Providing info Selling a product/ service Scheduling appointments Delivering or installing products Repairing and troubleshooting
- 5. Why CS matters…….? 10 % 91% 82 % 9-12 20
- 6. Types of CS Live Answering Services Front desk Interactive voice response Live chat support Self service Mailing service
- 7. Live answering service The scenario Using positive language Case studies & Role plays (Discussions) Product knowledge workshop Deadlock: when you have to say no Closing the request and follow up Rubrics for customer service
- 8. How good you are…. Generate sales Solve problems Keep cost per call low Answering customers’ calls
- 9. Positive language: What you should/shouldn’t say
- 10. The scenario Greeting and building rapport Effective listening Addressing concerns Providing options (giving information) Answer the questions Closing the request & follow up
- 11. When the heat comes up: Having to say no
- 12. Reasons for saying no The law Company policies and procedures Out of stock Just not possible
- 13. The Customer’s Six Basic Needs FRIENDLINESS UNDERSTANDING AND EMPATHY FAIRNESS CONTROL OPTIONS AND ALTERNATIVES INFORMATION
- 14. Saying “No” in a style……. What I can do is… What you can do is…
- 15. Cases
- 16. Rubrics of customer service Attitude /CSR personality Time management Knowledge of product Identifying problems, needs and desires Meeting customer needs and increasing the order Process (Entry, Fulfillment, and follow through)