CustomerServiceChap9

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CustomerServiceChap9

  1. 1. 9 3 <ul><li>Recognize the extent to which customer service is facilitated by the effective use of technology. </li></ul><ul><li>Use technology to enhance service delivery capabilities. </li></ul>Building and Maintaining Relationships Customer Service Via Technology Learning Objectives McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
  2. 2. Building and Maintaining Relationships <ul><li>Communicate effectively via e-mail, the Internet and fax. </li></ul><ul><li>Deliver quality service through effective telephone techniques. </li></ul>
  3. 3. Employing Technology to Conduct Business <ul><li>Help Desk </li></ul><ul><li>A service provider trained and assigned to assist customers with questions, problems or suggestions. </li></ul><ul><li>Customer Contact Center </li></ul><ul><li>A central point within an organization from which all customer service contacts are managed via various forms of technology. </li></ul>
  4. 4. Types of Technology : What are the types of technology on the scene today ? <ul><li>How are these items an advantage or disadvantage to business and industry? </li></ul><ul><li>What are the fears of customers about using technology? Is it a real fear that is warranted by the state of technology information systems? </li></ul>
  5. 5. Using E-mail Ethically and Correctly <ul><li>What etiquette rules (tips) should you remember when sending an e-mail? </li></ul><ul><li>If your customers are afraid of technology usage, what strategies may reassure them? </li></ul>
  6. 6. Using a Facsimile : Guidelines for Sending Faxes <ul><li>Be considerate when sending multipage documents that could tie up a fax line for a lot of time. </li></ul><ul><li>Limit graphics that can tie up the machine. </li></ul><ul><li>Limit recipients to those who need to know. </li></ul>
  7. 7. Using the Telephone <ul><li>Answering the telephone – small and medium companies </li></ul><ul><li>Telephone – second most important link in customer service </li></ul><ul><li>Communication Skills for Success – one of these is definitely the telephone </li></ul>
  8. 8. Effective Usage : Using the telephone , continued <ul><li>Voice mail—answering machines </li></ul><ul><li>Taking messages </li></ul><ul><li>Advice for telephone communication </li></ul>
  9. 9. Advantages of the Telephone <ul><li>Convenience </li></ul><ul><li>Ease of communication </li></ul><ul><li>Economy </li></ul><ul><li>Efficiency </li></ul>
  10. 10. Creating Positive Telephone Usage : Ways to serve customers effectively <ul><li>Continually evaluate yourself. </li></ul><ul><li>Use proper body posture. </li></ul><ul><li>Be prepared. </li></ul><ul><li>Speak naturally. </li></ul>
  11. 11. Create Positive Telephone Usage , continued <ul><li>Have a good telephone image and usage record : </li></ul><ul><li>Be time conscious. </li></ul><ul><li>Be proactive with service. </li></ul><ul><li>Do more than customers expect. </li></ul><ul><li>Conclude calls professionally. </li></ul>
  12. 12. Effective Telephone Usage : Strategies to Prevent Poor Telephone Techniques <ul><li>Eliminate distractions </li></ul><ul><li>Answer promptly </li></ul><ul><li>Use titles with names </li></ul><ul><li>Ask questions </li></ul><ul><li>Use speakerphones with caution </li></ul><ul><li>Use call waiting </li></ul>
  13. 13. Advantages of Telephone Customer Service <ul><li>Figure 9.6 presents advantages of the telephone </li></ul>

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