This document discusses strategies for improving customer service. It provides solutions to common customer service scenarios involving instant communication, transferring customers between departments, handling annoyed customers, balancing automation with human support, and reducing wait times. The solutions emphasize using technology to automate repetitive tasks, allowing customers to connect through multiple channels, ensuring agents are prepared, and prioritizing urgent cases to optimize the customer experience.

1. MICRO-
ECONOMICS
Presented by Group 3

2. Group
Members
Dionisio, Clarissa Virginia D.L
Lucero, Allysa Marie G.
Malibiran, Ashley C.
Manicad, Ma. Michaella G.
Pagsanjan, Alyssa G.
Urian, Cathrine Angel D.C

3. 6. Customers today expect
communication with service
departments to be instant. In
fact, they want immediate
resolution of their concerns too.
What will you do?
Scenario

4. • Make use of technology and
automation that helps take care of
some of the repetitive tasks.
•Allow your customers to reach you via
multiple channels including email, text
message and allocate resources
accordingly.
•Ensure that your agents are aware of
their roles and responsibilities.
•Start creating a knowledge base.
Solution

5. 7. When the customer is
transferred from one
department to another to
address their complaints,
what will you do to assist
them?
Scenario

6. 5 steps on how to address their
complaints:
1. Understanding the
problem/complaints
2. Acknowledging the transfer
3. Information Provision
4. Providing/Offering support
5. Providing a Satisfactory Resolution
Solution

7. 8. There may be times when you
may not have an instant
solution for the cusyomer.
Telling that to the cuatomer can
be slightly tricky, especially if
you notice that the customer ia
already annoyed.
Scenario

8. -Address his/her concerns.
1.
- Start to acknowledge their
frustration
2.
-Take an alternative solution
3.
- Additional infos/question
4.
Solution

9. 9. Be it live chat tools or phones,
technology has allowed a significant
percentage of customer service
processes to be automated. While the
life of a customer service agent has
been simplified largely, most customers
find it annoying to have a real human
dealing with their ssues.
Scenario

10. To optimize service, balance
automation with human interaction,
prioritize urgent cases and ensure
timely responses. Show empathy and
understanding when interacting with
real humans, and strive for efficient
service by adjusting resolutions to
match customer mood.
Solution

11. 10. When an individual reaches out to
your business, they may already be
upset or concerned, thus consumers
want immediate service. With this in
mind, having customers wait for an
extended period for assistance can
make them even more agitated.
Scenario

12. 1. Offering multiple
communication
2. Expanding customer support
team
3. Providing self-service options
Solution

13. Thank You
for
Listening !