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EMEA Customer Support Customer Services Training April 2010 Copyright © Open Text Corporation 2008 - 2009. All rights reserved. Slide
Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Copyright © Open Text Corporation 2008 - 2009. All rights reserved. Slide
Brilliant Customer Service ,[object Object]
Key modules ,[object Object],[object Object],[object Object],[object Object]
Introductions ,[object Object],Copyright © Open Text Corporation . All rights reserved. Slide  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What does Brilliant Customer Service mean to you? Copyright © Open Text Corporation . All rights reserved. Slide
Personal examples of good and bad satisfaction ,[object Object],[object Object]
How do these factors influence BCS? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The SPECIAL model Copyright © Open Text Corporation . All rights reserved. Slide
What makes customers happy? ,[object Object],[object Object],[object Object]
What is the most common customer service experience ,[object Object],[object Object],[object Object],Copyright © Open Text Corporation . All rights reserved. Slide
A customer wants two things: ,[object Object],[object Object],We love problems! “ When a customer has a problem that is solved well… They are more LOYAL than a customer who has no problem at all.”
Experience 1 Yes Yes Experience 2 Yes No Experience 3 No Yes Experience 4 No No Solution Special
Special Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],06/09/07 Brilliant Customer Service!
Speed/Time measures ,[object Object],[object Object],06/09/07 Brilliant Customer Service! ,[object Object],[object Object],[object Object],[object Object],[object Object]
Personal/Personalise ,[object Object],[object Object],[object Object],06/09/07 Brilliant Customer Service! ,[object Object],[object Object],[object Object],[object Object],[object Object]
Expectations/Manage or exceed ,[object Object],[object Object],[object Object],06/09/07 Brilliant Customer Service! ,[object Object],[object Object],[object Object],[object Object]
Competence/Courtesy ,[object Object],[object Object],[object Object],[object Object],06/09/07 Brilliant Customer Service! ,[object Object],[object Object],[object Object],[object Object]
Information/Informed ,[object Object],[object Object],[object Object],06/09/07 Brilliant Customer Service! ,[object Object],[object Object],[object Object],[object Object],[object Object]
Attitude/Can Do ,[object Object],[object Object],06/09/07 Brilliant Customer Service! ,[object Object],[object Object],[object Object],[object Object],[object Object]
Long term relationship/follow-up ,[object Object],[object Object],06/09/07 Brilliant Customer Service! ,[object Object],[object Object],[object Object],[object Object]
So… ,[object Object],[object Object],[object Object],06/09/07 Brilliant Customer Service!
Special Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],06/09/07 Brilliant Customer Service! Any questions?
Special Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],06/09/07 Brilliant Customer Service! Work in small groups and discuss how each of these principles can be applied to IMPROVING your customer’s OpenText experience  using the SPECIAL model
BREAK Be back in 15 minutes
Telephone top-tips Copyright © Open Text Corporation . All rights reserved. Slide
Telephone model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Communication Intel Sep 07 Non verbal Visual  55% Voice tone 38% Words 7%
How we communicate ,[object Object],[object Object],[object Object],What impression do you want to create in the mind or your customer? You achieve this by the mental ‘image’ created by your voice tone!
Telephone voice dynamics ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Intel Sep 07
Key words and phrases ,[object Object],[object Object],[object Object],[object Object]
Telephone model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Telephone Skills Best Practise ,[object Object]
Case study – difficult conversations ,[object Object],[object Object],[object Object],[object Object],Copyright © Open Text Corporation . All rights reserved. Slide
Importance of Brilliant Customer Service Copyright © Open Text Corporation . All rights reserved. Slide
The Loyalty-customer service link ,[object Object],[object Object],Copyright © Open Text Corporation . All rights reserved. Slide  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
OpenText customer service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Copyright © Open Text Corporation . All rights reserved. Slide
Who’s doing it and how? 06/09/07 Brilliant Customer Service!
A customer speaks ,[object Object],[object Object],[object Object]
A business ,[object Object]
[object Object],[object Object]
Learning log Copyright © Open Text Corporation . All rights reserved. Slide
Learning log ,[object Object],[object Object],[object Object],[object Object],Copyright © Open Text Corporation . All rights reserved. Slide
Thank You Copyright © Open Text Corporation . All rights reserved. Slide

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Opentext Event Training Slides Ppt Recording 1

Editor's Notes

  1. September 13, 2006
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