© 2012 by Robert W. Lucas Chapter 9: Customer Service via Technology.

© 2012 by Robert W. Lucas

Chapter 9: Customer Service Chapter 9: Customer Service via Technologyvia Technology

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Learning OutcomesLearning Outcomes

• 9-1 9-1 Recognize the extent to which customer service Recognize the extent to which customer service is facilitated by the effective use of technology.is facilitated by the effective use of technology.

• 9-29-2 Use technology to enhance service delivery Use technology to enhance service delivery capabilities.capabilities.

• 9-39-3 Communicate effectively via e-mail, the Internet, Communicate effectively via e-mail, the Internet, and fax.and fax.

• 9-49-4 Deliver quality service through effective Deliver quality service through effective telephone techniques.telephone techniques.

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The Role of TechnologyThe Role of Technology

• Customer service and technology– Statistics– Changes

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• Internet Usershttp://www.clickz.com/type/stats/category/demographics

http://pewinternet.org/Infographics/2010/Generations-2010-Summary.aspx

http://pewinternet.org/Infographics/2011/Social-Side-of-the-Internet.aspx

Mobile usershttp://pewinternet.org/Infographics/2011/Generations-and-cell-phones.aspx– http://pewinternet.org/Infographics/2010/Use-of-cell-phone-for-picture-and-video-by-age.aspx

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• Call centers– Define– High-touch customers versus low-touch

customers

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Types of TechnologyTypes of Technology

• Found in call centers– Automated attendants– Automatic call distribution system– Automatic number identification

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• Found in call centers– Computer-aided telephone interview– Computer telephony integration– Email– Fax machine– Internet callback

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• Found in call centers– Internet telephony– Interactive voice response– Media blending– Online information fulfillment system– Predictive dialing system– Screen pop-ups

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• Found in call centers– Speech recognition– Teletype systems– Video

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Technology and Customer ServiceTechnology and Customer Service

• Technology in customer service has: – Advantages– Disadvantages

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Strategies for High-Touch CustomersStrategies for High-Touch Customers

• Social networking• MP3 and audio• Push technology (texting)• E-newsletters• E-books

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Strategies for High-Touch CustomersStrategies for High-Touch Customers

• Webinars• Satellite technology• Telecommuting

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Technology EtiquetteTechnology Etiquette

• Email etiquette• Fax

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• The phone in customer service– Tips for effective phone skills

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• The phone in customer service– Tips for effective phone skills

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• The phone in customer service– Using voicemail– Taking messages

© 2012 by Robert W. Lucas Chapter 9: Customer Service via Technology.

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Transcript of © 2012 by Robert W. Lucas Chapter 9: Customer Service via Technology.