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Assignment objective presentation
- 1. * 1
- 2. * 2
- 3. Given the current service standard of excellence, all customer service agents will respond to customers while receiving zero complaints. * 3
- 4. In groups of 4, create what you feel is the true definition of “phone etiquette”. Give examples, at least 5. * 4
- 6. So how close were you? * 6
- 7. * 7
- 8. * 8
- 9. Weebly, Inc. (2012). My Sites. Retrieved from Weebly Web Creation Made Easy: http://www.weebly.com/weebly/userHome .php * 9
Editor's Notes
- On behalf of management and the entire customer service organization, I would like to take this opportunity to welcome you to Highland Mobile! Out of all that applied, you were chosen which means you stood out and exhibited the qualities that management was looking for. That is no small matter because at Highland Mobile, customer service is who we are, it’s what has made us, and it’s why we continue to grow.This training will take the qualities you possess and add Highland’s specific core values and service standards to turn you into one of the organizations most valuable assets. To kick things off, let’s get you thinking about what this means.
- Consider for a moment, you are all consumers and as such, you have had expectations of what you would want out of someone that is assisting you. Take two minutes and list what some of those expectations are. Click on the Customer Expectations Tab and list your responses under the Your Expectations Forum. Please place your name next to your responses.Things to consider are: How quickly did you want a response? If the agent didn't have the answer, what was your expectation? How did you wish to be treated? Anything else you may wish to offer…(Go ahead and stop the presentation until you have completed your responses.)(Upon clicking, insert these two statements.)Let’s keep these things in mind as we progress through this module, we will return to them.Until then, let’s take a look at what we wish to have you achieve while participating in this module.
- The objective for this training is: (read slide)Now we understand that at this point you don’t know what the current level of service is so it would be hard to say how possible it is to respond to customers and receive zero complaints.Well, we’ll work on this together and get some sort of idea of what you think is fair and reasonable as a consumer and then see how close you have come to our level of service expectations, I think you’ll be surprised.
- Service Standards of Excellence begin with proper phone etiquette. To get you thinking about that, let’s get you to work in groups.This activity is designed for you to consider your experience again as a consumer and put that experience on paper by defining as a group “phone etiquette”. Come up with the definition and five examples that will be shared with the class on the Web Site.Take about five minutes to do this and post your response.When you have finished, move on to the next slide.(Go ahead a stop the presentation now until you have finished.)
- Now that you have given your ideas, let’s take a look at one way you can consider phone etiquette and even service standards of excellence. Look at yourself as an artist, but instead of painting with paints and a brush, your palette is your voice, and the different colors you use are the various things you can do with your voice and words to ultimately create a masterpiece.Let’s give you a moment as you consider the word PICTURE and how, when broken down, it represents the various aspects of your voice and words. Using your mouse, click on each letter to uncover your different brush strokes that will make up your picture.(sound bites once each letter is clicked)Pitch is important because if you speak too high or too low, you can either sound annoying or just plain too cool for words.Inflection, this one can make all the difference because if you lack inflection you can be sending the wrong message. Try repeating the following sentence while emphasizing a different word each time you read it. I’ll get you started:“I never said you took the yellow ball.”Notice the emphasis on “I”, meaning it wasn’t me that said it. Now you read the sentence over and over emphasizing each word separately for each sentence. Notice how the meaning changes each time.Courtesy, everyday common courtesy is paramount in our business. Treat each customer as if they were the only one. When you pick up a call, it’s the first call of the day. And by all means, SMILE! Tone of voice, you remember when mom used to tell you “don’t use that tone of voice with me.” Well, there was a reason, tone tells everything. Good days, bad days, it is all picked up in your tone. Leave your problems at the door and on the same lines, don’t take your work home with you.Understandability, because phones are not always the clearest, there are a couple of things to remember, no food or drink while on the phone and, try and keep the mouth piece at a good distance. Not under your nose or down your throat. People don’t need to hear you breath nor do they want you to sound like your eating the phone.Rate, you never want to speak too fast or too slow, try and match the rate of speech of the customer.Enunciation, the English language is tough enough without mispronouncing or not enunciating words well enough especially to be understood over the phone. So many letters sound alike so be sure and speak clearly when you are talking with a customer.
- After seeing the PICTURE, how much of what you listed as consumers did you see? Chances are real good that you came up with a lot more. Well then, let’s see just how close you were to actually uncovering our Customer Service Standards of Excellence.Under the Job Aids tab you will find a document that you can open and print. Take a moment and do that and then go back and compare to the forums where you listed your expectations and defined phone etiquette.Now how close were you? Go to the next slide and we will take a look at what we have covered.
- Chances are, you had a good sense of what to expect and probably came very close if not right on when it came to expectations.You have taken what you brought to the table and now seen what Highland Mobile expects and I’ll bet you are ready for the next part of your new hire journey.
- During this time you have looked at service thru the eyes of a consumer and figured out that your expectations are pretty much what Highland expects. We have provided you with a job aid as a constant reminder of how we wish for you to conduct yourselves on the phone and in it, you can also see what we feel are the acceptable standards for dealing with our customers. Remember, to Highland Mobile, our customers are our lives and it’s up to you to continue the tradition that has grown our business to what it is today. This web site and training is available to you any time you feel the need to have a refresher. Take advantage of it and feel free to ask questions as they come up. Our wish is to make this journey of yours as enjoyable and informational as we can. Your next module will be coming soon so stay tuned and in the mean time, keep smiling!