Customerservice
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Transcript of Customerservice
Customer Service
Agenda
The concept Who is the customer? Customers’ expectation Qualifications of the CSR Call flow Start a phone call Kinds of transfer Qualities of voice
Agenda
Elements of voice Probing and questioning skills Listening skills
Good Customer Service is all about delighting customers.
THE CONCEPT
Excellent customer service = exceed the customer's expectations.
Good customer service is all about bringing customers back.
Who is a Customer?
A person who wants his/her expectations fulfilled
A person who needs appreciation and understanding just as much as we do
A human being with emotions and feelings
CUSTOMER EXPECTATIONS
He/She wants to have all his/her requirements met
He/She wants dependable service He/She wants a fast response He/She wants courteous service He/She wants correct information He/She wants consistent service He/She wants answers to his/her questions
Qualifications of good CSR
Quick
Eager to please knowledgeable
Optimistic Up beat
Friendly Efficient
Honest & Fair
Helpful
Solution oriented
Qualifications of good CSR…(cont’d)
Able to understand the customer’s requests
Solution oriented
Giving the customer a feeling of importance and confidence
Speak clearly
Listen attentively
Call Flow Greeting
Security check
Identify concerns
Provide solutions
Gain agreement
Hold
Closing
Extra mile Transfer
(summarize)
1- Inbound
Call Flow2- Outbound
Greeting
Information + sign post Define yourself/company Give directions: Why did you call?
What are you going to say on the call
Educate + identify concernsTell him/her about the item you’re selling What he/she is looking for
Provide solutions
Gain agreement
Extra mile
Closing
Start a phone call
1st ring
IVR Interactive Voice Response
Smile
Greeting / company introduced
Introduce yourself
Offer help
Start a phone call…(cont’d)
Listening / acknowledging (paraphrasing)
Hold procedure You’ve to seek customer’s permission You need to give a valid reason for the
customer to put him on hold To give a time frame
Thank the customer
Start a phone call…(cont’d)
Keep checking back: incase that you need much time to fulfill his/her needs
Return and thank the customer
Customer’s permission
Kinds Of Transfer
Cold transfer
The customer had a problem, he/she reached the wrong department
Direct transfer will force the customer to repeat the whole process
Kinds Of Transfer…(cont’d)
Warm transfer
The customer had a problem, he/she reached the wrong department
I briefed the problem to other department The customer won’t repeat all call
Open transfer
Kinds Of Transfer…(cont’d)
Similar to warm transfer, instead of putting the customer on hold I put him/her on line incase I miss any information or giving his/her input or correction
Closing
Summarize
Provide an extra service
Highlight the +ve things you’ve done
Qualities of voice
Clarity
Conversational tone (intonation/ don’t sound like machines
Expressiveness
Alertness
Pleasantness (smile)
Elements of voice
Pitch
Pace (match the pace of the customer
Volume : Right placement for the mic (2 fingers ahead
from your mouth) Too far from the mouth, the customer won’t
hear clearly
Elements of voice…(cont’d)
Energy
Tone (warm / friendly)
Articulation
Probing and questioning skills
Types of questions
Open – ended Questions
Aim to get someone talking
Are useful when you want general information
For example, “How may I help you?” “Why do you say that?”“What happened?”
Probing and questioning skills
Close - ended Questions
Aim to limit talking to control direction of conversation.
Are useful when you want specific information.
For example, “Is there anything else I can assist you with?”“Am I speaking with Mr. Smith?”“Have you checked your weight this morning?”
Probing and questioning skills
Alternate Choice Questions:
This question type provides choices for the caller to choose from.
These questions are useful when dealing with difficult callers.
For example, “I could mail this to you or would you prefer me to fax the information?”
Probing and questioning skills
Basic questions
These are the introduction to your conversation.
They tell you whom you are speaking with and allow you to access a customer’s profile.
For example, “May I have address and telephone number.”“May I know your Doctors name?”
Probing and questioning skills
Verification Questions
These enable you to verify the identity of the customer and hence preserve confidentiality of the customer’s information.
These questions normally focus on information that is personal to the customer such as date of birth, social security number, etc.
For example, “May I have your date of birth for verification purposes?”
Fact-finding Questions
Probing and questioning skills
You ask effective fact-finding questions to get a clear picture of the exact problem of the customer.
Fact-finding questions are mostly open-ended
For example, “When would you like to fix the appointment?”
Listening skills
Acknowledgment Acknowledging involves two things:1. Recognizing that the customer is an important person2. Communicating to the customers that you understand their situation
How to acknowledge:
Use customer’s name: Using the customer’s name helps to personalize the call and also build rapport.
Do not over use the customer’s name as it tends to get irritating after sometime.
Acknowledge by using:
Listening skills…(cont’d)
I can appreciate what you’re saying. I can see why you’re upset. I can hear that you’re annoyed. I understand your concern
Assurance
Listening skills…(cont’d)
Communicating to the customer that you can resolve his/her concern.
Here are a few examples of assurances: “I’ll personally take care of this for you.” “I’ll make sure this reaches you before Mondays.” “I can take care of that for you”
Communicating to the customers that you understand their situation.
Listening skills…(cont’d)
Assertiveness
being honest with yourself and with others
being able to say what you want, need and feel but not at the expense of other people’s feelings
understanding the other person’s point of view
behaving in a logical, rational (not emotional) manner
Listening skills…(cont’d)The benefits of being assertive are that you are able to:
handle others with confidence and courtesy
handle any encounter with efficiency, no matter how difficult
leave other people with a positive impression of you and your organization
say the right thing in the right way
feel satisfied with the outcome of a situation