Are you looking for a company that will train your frontline staff on-site? Look no further! We offer amazing short training, customized to suit your establishment's needs and budget. Email training@samhospitality.co.za or call +27 82 765 9238 to find out more about our offerings.
The document discusses improving customer service at a medical practice. It notes that customer service must be a priority given the high volume of patients. The author observed issues like poor greetings and handling of complaints. The top areas impacting patient experience are check-in and check-out. Recommendations include intensive customer service training, reducing redundant paperwork, improving wait times and privacy, and using technology more for appointment confirmations and information. The goal is to better meet patient needs and increase satisfaction.
This document provides an overview of customer service objectives and best practices. It aims to define customer service, identify different customer types, and teach agents how to handle calls effectively through simulations and examples. The document discusses key terms, active listening techniques, common customer service attitudes, and ways to overcome myths about difficult customer situations. The overall goal is to help agents understand customer service and deliver a high level of assistance through a professional, positive approach.
The presentation covers some special situations that salespersons normally face. We will cover here how to handle objections, complaints and awkward customers.
This document describes an anonymous calling solution that allows subscribers to hide or mask their phone number when making outgoing calls. It works by having the subscriber append a prefix to the called number. The call is then routed through a node that hides the subscriber's number before routing the call to the destination. The solution provides privacy benefits to subscribers and generates additional revenue for operators through various pricing models like per-call fees or subscriptions. It also describes features to prevent misuse and the benefits for both subscribers and operators.
The document discusses customer perceptions of service quality and satisfaction. It identifies key factors that influence customer satisfaction such as product/service quality and attributes, emotions, and fairness. Increased customer retention and positive word-of-mouth are outcomes of high customer satisfaction. The five dimensions of service quality - reliability, responsiveness, tangibles, empathy and assurance - are also examined. Critical incidents in service encounters that lead to customer satisfaction or dissatisfaction are explored. Effective service recovery strategies like acting quickly and treating customers fairly can help retain unhappy customers.
The document discusses skills for customer satisfaction including using open and closed probes to gather information from customers. It emphasizes acknowledging customer concerns, informing customers about service or recommendations, and managing dissatisfaction which can stem from performance issues, unrealistic expectations, or misinformation. When concluding a call, one should review commitments, indicate future availability, and thank the customer.
Are you looking for a company that will train your frontline staff on-site? Look no further! We offer amazing short training, customized to suit your establishment's needs and budget. Email training@samhospitality.co.za or call +27 82 765 9238 to find out more about our offerings.
The document discusses improving customer service at a medical practice. It notes that customer service must be a priority given the high volume of patients. The author observed issues like poor greetings and handling of complaints. The top areas impacting patient experience are check-in and check-out. Recommendations include intensive customer service training, reducing redundant paperwork, improving wait times and privacy, and using technology more for appointment confirmations and information. The goal is to better meet patient needs and increase satisfaction.
This document provides an overview of customer service objectives and best practices. It aims to define customer service, identify different customer types, and teach agents how to handle calls effectively through simulations and examples. The document discusses key terms, active listening techniques, common customer service attitudes, and ways to overcome myths about difficult customer situations. The overall goal is to help agents understand customer service and deliver a high level of assistance through a professional, positive approach.
The presentation covers some special situations that salespersons normally face. We will cover here how to handle objections, complaints and awkward customers.
This document describes an anonymous calling solution that allows subscribers to hide or mask their phone number when making outgoing calls. It works by having the subscriber append a prefix to the called number. The call is then routed through a node that hides the subscriber's number before routing the call to the destination. The solution provides privacy benefits to subscribers and generates additional revenue for operators through various pricing models like per-call fees or subscriptions. It also describes features to prevent misuse and the benefits for both subscribers and operators.
The document discusses customer perceptions of service quality and satisfaction. It identifies key factors that influence customer satisfaction such as product/service quality and attributes, emotions, and fairness. Increased customer retention and positive word-of-mouth are outcomes of high customer satisfaction. The five dimensions of service quality - reliability, responsiveness, tangibles, empathy and assurance - are also examined. Critical incidents in service encounters that lead to customer satisfaction or dissatisfaction are explored. Effective service recovery strategies like acting quickly and treating customers fairly can help retain unhappy customers.
The document discusses skills for customer satisfaction including using open and closed probes to gather information from customers. It emphasizes acknowledging customer concerns, informing customers about service or recommendations, and managing dissatisfaction which can stem from performance issues, unrealistic expectations, or misinformation. When concluding a call, one should review commitments, indicate future availability, and thank the customer.
The document provides an overview of Barclays Bank's call center operations and key performance indicators (KPIs). It discusses the bank's history dating back to the 17th century. It also outlines call center structures, agent roles and responsibilities, call handling best practices, and important KPIs like average handling time, service level, and call abandonment rate that agents are measured by. The goal is to provide excellent customer service while meeting targets on KPIs.
Here are the key steps to responding to a customer request:
1. Listen actively to understand the full nature of the request. Ask clarifying questions as needed.
2. Identify and discuss potential options to fulfill the request, providing recommendations if appropriate.
3. Come to an agreement with the customer on the best course of action.
4. Commit to fulfilling the agreed upon request, including details around delivery, costs, timeline etc.
5. Follow up as needed to ensure customer satisfaction. Your credibility relies on keeping commitments made.
Customer service involves looking after customers and is an important part of marketing. It helps businesses differentiate their products, retain existing customers, and attract new ones. Good customer service also provides valuable customer feedback. As competition increases with new technologies, businesses must work to meet customer needs, handle complaints effectively and encourage feedback to keep customers satisfied and loyal over time.
Customer service involves looking after customers and is an important part of marketing. It helps businesses differentiate their products, retain existing customers, and attract new ones. Good customer service also provides valuable customer feedback. As competition increases with new technologies, businesses must work to meet customer needs, handle complaints effectively and encourage feedback to keep customers satisfied and loyal over time.
The document outlines dos and don'ts for debt recovery by banks. It states that banks must follow RBI and IBA guidelines which require treating customers with dignity and respect. The guidelines also mandate obtaining proper authorization, providing customers notice, using clear communication, maintaining privacy and confidentiality, and not making misleading statements. Debt recovery methods include normal processes where the customer willingly pays, more difficult processes where the customer resists payment, asset possession if payment is not made, and legal processes involving courts. The document provides detailed guidance on conducting normal recovery calls and visits to customers in a respectful manner without harassment. It also lists actions to avoid like violating procedures, exceeding authority, inappropriate contact times, anonymity, discourteous
The document outlines dos and don'ts for debt recovery by banks. It states that banks must follow RBI and IBA guidelines which require treating customers with dignity and respect. The guidelines also mandate obtaining proper authorization, providing customers notice, using clear language, maintaining privacy and confidentiality, and not making misleading statements. Debt recovery methods include normal processes where the customer willingly pays, more difficult processes where the customer resists payment, asset possession if payment is not made, and legal processes involving courts. The document provides detailed guidance on conducting normal recovery calls and visits to customers in a respectful manner without harassment. It concludes with actions to avoid like violating policies, exceeding authority, inappropriate contact times, anonymity, discourtesy, intimid
Social Engineering- What is It and How to Prepare for it. BrightCyber
We look at what Social Engineering is, How to Prevent it, and work through some possible Senarios. Scammers are becoming more sophisticated over time and all business is vulnerable, particularly small business.
William Cleveland is seeking a position that utilizes his experience in customer service, sales, and insurance adjusting. He has over 10 years of experience in various customer service roles, including positions at PJ Travels, LG Electronics, and Asurion, where he has held multiple roles in technical support, problem resolution, customer satisfaction, and as an insurance adjuster. He has licenses in property and casualty insurance and as an insurance adjuster.
This document discusses the importance of customer loyalty and retention for businesses. It provides tools to measure loyalty, reasons why customers leave companies, and strategies representatives can use to improve loyalty and retention. The presentation emphasizes demonstrating care for customers, understanding their needs, building rapport, showing product expertise, taking ownership of issues, providing efficient service, and achieving first call resolution to create loyal, satisfied customers.
The document discusses improving customer service in the banking industry in India. It describes current issues with poor customer service like employees lacking empathy and being inefficient. It provides suggestions to revitalize service like notifying customers of commitments to help, engaging customers, and monitoring service quality. Superior customer service in India could be accelerated by ensuring timely and efficient first contact resolution, personalized service, and flexible processes. High costs and lack of training could hinder superior service.
The presentation discusses the three key components of student experience: customer service, customer care, and customer expectations. It emphasizes the importance of understanding student needs, wants, and expectations in order to improve their overall experience. Specific strategies proposed for building a customer experience strategy include engaging employees, developing a business plan, establishing customer-focused standards and measures, and soliciting ongoing customer feedback.
Servicerecovery 130718021902-phpapp01 (1)Farhad Ahmed
This document discusses achieving service recovery and obtaining customer feedback. It covers understanding customer complaining behavior, designing effective service recovery strategies, and creating systems to learn from customer feedback. The key points are:
1) Effective service recovery involves understanding why and how customers complain, resolving complaints to achieve fairness and satisfaction, and learning from the recovery experience.
2) Components of an effective service recovery system include identifying complaints, resolving them effectively, and conducting research to learn from the experience and improve satisfaction.
3) Customer feedback systems aim to assess service quality, drive improvements through customer-oriented learning, and create a customer-focused culture. They use tools like surveys, focus groups, and complaint analysis.
This document discusses how to get rid of undesirable customers in a business. There are several types of customers that are not worth keeping, including misbehaving customers who break rules, thieves, aggressive/hostile customers, racists, vandals, and customers who neglect to pay. However, businesses should try educating problematic customers and using security measures like CCTV before dropping them. It is important both to retain good customers and shift efforts towards acquiring better customers who will provide a positive experience for all.
The document provides guidance on handling difficult customers to encourage repeat business. It defines types of difficult customers such as disagreeable, domineering, suspicious, slow/methodical, and dishonest. It also gives guidelines for resolving issues with different customer types such as being patient, asking questions, letting customers express themselves, and demonstrating good service. The overall goals are to resolve customer issues efficiently and professionally to build loyalty and encourage repeat business.
This document discusses business process outsourcing (BPO) and telemarketing. BPO involves contracting business functions like human resources, finance, and customer service to third-party providers. Telemarketing involves selling products or services to customers over the phone through both outbound and inbound calls. Effective telemarketing requires planning calls, motivating telecallers, preparing responses to objections, and prioritizing customer satisfaction. Disclosures, avoiding deception, and good telephone etiquette are also important for ethical telemarketing practices.
Managing complaints from electronic frauds and achieving customersTalent Ajieh
This document discusses managing customer complaints related to electronic fraud and achieving customer satisfaction. It provides statistics showing that global credit and debit card fraud resulted in $21.84 billion in losses in 2015. It then discusses trends in electronic fraud targeting customers, including identity theft and social engineering. The document outlines the high costs of fraud for organizations, including reputational risk, operational costs, litigation, and customer acquisition costs. It recommends approaches for preventing fraud such as integrating customer experience with fraud management and empowering customers with self-service anti-fraud tools. The document stresses the importance of achieving customer satisfaction after a fraud incident by fixing expectations through empathy, feedback, and process improvements.
The document discusses ways to improve customer service call center efficiency. It notes that call centers are important for customer satisfaction but current processes have limitations like long wait times. It recommends automating customer satisfaction surveys, allowing agents to transfer calls directly to sales, and training agents thoroughly. Other suggestions include giving agents tools to solve problems quickly, reducing wait times with intelligent routing, allowing mobile access, reviewing customer calls, building customer history records, and assigning major accounts a single point of contact. The goal is to resolve issues swiftly to increase customer satisfaction and sales potential.
The document discusses the importance of customer care for telecommunications companies. It outlines BSNL's vision of providing affordable telecom services across India. Good customer care is important for retaining existing customers and acquiring new ones to remain competitive. The document describes how frontline customer care employees should make customers feel "special" through speedy responses, personalized service, exceeding expectations with courtesy, keeping informed, having a positive can-do attitude, and building long-lasting loyalty. Treating customers well despite challenges can help reduce complaints and retain up to 95% of customers.
I am an accomplished and driven administrative management professional with a proven track record of supporting senior executives and managing administrative teams. I am skilled in strategic planning, project management, and organizational development, and have extensive experience in improving processes, enhancing productivity, and implementing solutions to support business objectives and growth.
Parabolic antenna alignment system with Real-Time Angle Position FeedbackStevenPatrick17
Introduction
Parabolic antennas are a crucial component in many communication systems, including satellite communications, radio telescopes, and television broadcasting. Ensuring these antennas are properly aligned is vital for optimal performance and signal strength. A parabolic antenna alignment system, equipped with real-time angle position feedback and fault tracking, is designed to address this need. This document delves into the components, design, and implementation of such a system, highlighting its significance and applications.
Importance of Parabolic Antenna Alignment
The alignment of a parabolic antenna directly affects its performance. Even minor misalignments can lead to significant signal loss, which can degrade the quality of the received signal or cause communication failures. Proper alignment ensures that the antenna's focal point is accurately directed toward the signal source, maximizing the antenna's gain and efficiency. This precision is especially crucial in applications like satellite communications, where the antenna must track geostationary satellites with high accuracy.
Components of a Parabolic Antenna Alignment System
A parabolic antenna alignment system typically includes the following components:
Parabolic Dish: The primary reflector that collects and focuses incoming signals.
Feedhorn and Low Noise Block (LNB): Positioned at the dish's focal point to receive signals.
Stepper or Servo Motors: Adjust the azimuth (horizontal) and elevation (vertical) angles of the antenna.
Microcontroller (e.g., Arduino, Raspberry Pi): Processes sensor data and controls the motors.
Potentiometers: Provide feedback on the antenna's current angle positions.
Fault Detection Sensors: Monitor for potential faults such as cable discontinuities or LNB failures.
Control Software: Runs on the microcontroller, handling real-time processing and decision-making.
Real-Time Angle Position Feedback
Real-time feedback on the antenna's angle position is essential for maintaining precise alignment. This feedback is typically provided by potentiometers or rotary encoders, which continuously monitor the azimuth and elevation angles. The microcontroller reads this data and adjusts the motors accordingly to keep the antenna aligned with the signal source.
Fault Tracking in Antenna Alignment Systems
Fault tracking is vital for the reliability and performance of the antenna system. Common faults include cable discontinuities, LNB malfunctions, and motor failures. Sensors integrated into the system can detect these faults and either notify the user or initiate corrective actions automatically.
Design and Implementation
1. Parabolic Dish and Feedhorn
The parabolic dish is designed to reflect incoming signals to a focal point where the feedhorn and LNB are located. The dish's size and shape depend on the specific application and frequency range.
2. Motors and Position Control
Stepper motors or servo motors are used to control the azimuth and elevation of
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The document provides an overview of Barclays Bank's call center operations and key performance indicators (KPIs). It discusses the bank's history dating back to the 17th century. It also outlines call center structures, agent roles and responsibilities, call handling best practices, and important KPIs like average handling time, service level, and call abandonment rate that agents are measured by. The goal is to provide excellent customer service while meeting targets on KPIs.
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1. Listen actively to understand the full nature of the request. Ask clarifying questions as needed.
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4. Commit to fulfilling the agreed upon request, including details around delivery, costs, timeline etc.
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This document discusses the importance of customer loyalty and retention for businesses. It provides tools to measure loyalty, reasons why customers leave companies, and strategies representatives can use to improve loyalty and retention. The presentation emphasizes demonstrating care for customers, understanding their needs, building rapport, showing product expertise, taking ownership of issues, providing efficient service, and achieving first call resolution to create loyal, satisfied customers.
The document discusses improving customer service in the banking industry in India. It describes current issues with poor customer service like employees lacking empathy and being inefficient. It provides suggestions to revitalize service like notifying customers of commitments to help, engaging customers, and monitoring service quality. Superior customer service in India could be accelerated by ensuring timely and efficient first contact resolution, personalized service, and flexible processes. High costs and lack of training could hinder superior service.
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This document discusses managing customer complaints related to electronic fraud and achieving customer satisfaction. It provides statistics showing that global credit and debit card fraud resulted in $21.84 billion in losses in 2015. It then discusses trends in electronic fraud targeting customers, including identity theft and social engineering. The document outlines the high costs of fraud for organizations, including reputational risk, operational costs, litigation, and customer acquisition costs. It recommends approaches for preventing fraud such as integrating customer experience with fraud management and empowering customers with self-service anti-fraud tools. The document stresses the importance of achieving customer satisfaction after a fraud incident by fixing expectations through empathy, feedback, and process improvements.
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Parabolic antennas are a crucial component in many communication systems, including satellite communications, radio telescopes, and television broadcasting. Ensuring these antennas are properly aligned is vital for optimal performance and signal strength. A parabolic antenna alignment system, equipped with real-time angle position feedback and fault tracking, is designed to address this need. This document delves into the components, design, and implementation of such a system, highlighting its significance and applications.
Importance of Parabolic Antenna Alignment
The alignment of a parabolic antenna directly affects its performance. Even minor misalignments can lead to significant signal loss, which can degrade the quality of the received signal or cause communication failures. Proper alignment ensures that the antenna's focal point is accurately directed toward the signal source, maximizing the antenna's gain and efficiency. This precision is especially crucial in applications like satellite communications, where the antenna must track geostationary satellites with high accuracy.
Components of a Parabolic Antenna Alignment System
A parabolic antenna alignment system typically includes the following components:
Parabolic Dish: The primary reflector that collects and focuses incoming signals.
Feedhorn and Low Noise Block (LNB): Positioned at the dish's focal point to receive signals.
Stepper or Servo Motors: Adjust the azimuth (horizontal) and elevation (vertical) angles of the antenna.
Microcontroller (e.g., Arduino, Raspberry Pi): Processes sensor data and controls the motors.
Potentiometers: Provide feedback on the antenna's current angle positions.
Fault Detection Sensors: Monitor for potential faults such as cable discontinuities or LNB failures.
Control Software: Runs on the microcontroller, handling real-time processing and decision-making.
Real-Time Angle Position Feedback
Real-time feedback on the antenna's angle position is essential for maintaining precise alignment. This feedback is typically provided by potentiometers or rotary encoders, which continuously monitor the azimuth and elevation angles. The microcontroller reads this data and adjusts the motors accordingly to keep the antenna aligned with the signal source.
Fault Tracking in Antenna Alignment Systems
Fault tracking is vital for the reliability and performance of the antenna system. Common faults include cable discontinuities, LNB malfunctions, and motor failures. Sensors integrated into the system can detect these faults and either notify the user or initiate corrective actions automatically.
Design and Implementation
1. Parabolic Dish and Feedhorn
The parabolic dish is designed to reflect incoming signals to a focal point where the feedhorn and LNB are located. The dish's size and shape depend on the specific application and frequency range.
2. Motors and Position Control
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2. The purpose of the policy is to clearly define
and eliminate the occurrence of improper or
unprofessional agent behaviors toward
customers. This policy will also ensure that all
negative behaviors are addressed and recurring
violations from the same Customer Service
Representative will be controlled.
3.
4. Is the deduction of all points in the
QA Form by not following a critical
procedure.
5. Losing Composure
a. Shouting / screaming at the customer.
b. Condescending tone of voice.
c. Threatening the customer.
d. Speaking in a sarcastic tone.
e. Provoking the customer.
f. Mocking the customer.
g. Engaging in profanity (cursing or using foul language)
6. Improper Use of Customer Information
a. Documenting the Credit Card Number (CC#) or the Social Security
Number (SSN) outside the prescribed tool / system.
b. Accessing confidential information without customer’s permission.
c. Retaining and/or Using Customer Personal Information for reasons
outside of scope of support.
d. Changing customer’s contact information without his/her consent.
e. Deactivating the customer’s account without the explicit permission of
the customer, or without just cause.
7. Improper Use of Avaya IDs
a. Refusing to provide Avaya ID or providing incorrect Avaya ID
b. Using Another CSRs Avaya Login
Harassment of Customer by Agent
a. Flirting or making dates with the customers or Tracfone
representatives. This includes exchanging personal e-mail address
or social networking information.
b. Engaging in conversations that are non-business related (e.g. asking
for any personal information from the customer not related to the
account)
8. Escalated Calls
(Customers asking for a Supervisor or Manager) – Agents are require to
follow the Transfer Guidelines as they supersede the Zero Tolerance
Policy).
a. Agents refusing to escalate calls when a customer has specifically
requested a supervisor or manager.
b. Operations Supervisors and Managers refusing to take escalated
calls
9. Hanging up on Customers
This applies for intentional releasing of calls and does not entail system
issues, or other extenuating factors.
a. Releasing calls (Hanging up on customers and / or abandoning
station while in Auto-In mode.)
b. Placing Customers indefinitely on Mute/Hold to encourage the
customer to drop off the line.
10. 1. Refuse to provide ID and Wrong or False ID.
2. Document CC information.
3. Provide CC information.
4. Hang up on customer.
5. Rude or loses composure.
6. Foul or abusive language.
7. Not Assisting the customer.
8. Transfer the call without the customer's approval.
9. Not providing Outbound call spiel.
10. Disconnected call policy.
11. Hangs up on Customer
12. Not offering a Call Back (Technical Issue).
13. Calling/Scheduling to a wrong phone number
14. Troubleshooting When Customer Calling From Phone
15. Workforce PIN misused
16. Compensation granted in Risk assessment status