Provide quality customer service
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Transcript of Provide quality customer service
Provide Quality Customer Service
Acknowledge the customer using standard phrases within policy procedures
Identify the nature of the customer inquiryUse an attentive manner in dealing with
customerTerminate calls using standard
phrases ,within policy procedures and phrases
Confirm customer identity and details with customer records, if appropriate
Learning Outcomes
Learning OutcomesEstablish rapport using active listening and
empathy techniquesIdentify customer requirements using active
listening and empathy.Obtain agreement on course of actionRefer the customer to other agent as
appropriateNotify the customer and agent and agent of
relevant details
Provide Quality Customer Service
Who is a Customer????
A Customer is:Someone who depends on the timeliness,
quality and accuracy of someone else’s work.Person that pays for goods and services that
you provide.Customer TypesInternalExternal
Internal CustomerPeople working in different departmentPeople working in different branches
External CustomersIndividuals of different needsIndividuals of different culturesBusiness peopleGroups
What is Quality Customer ServiceDefinition:The aim of quality customer service is to
provide a consistently high level of service to customers that meet or exceeds international standards.
Identifying ,understanding, anticipating and fulfilling the needs of your customers (tailoring of services, but standardized)
Managing your service environment.
In terms of customer service management skills we tend to be……..Argumentative & DefensiveJudgmental Fail to ApologizeWill not give her nameHave to let you know when you are wrongEnticed by social status-(so service is
inconsistent)Have to let the world know when we are vex
Customer ExpectationsThey will have differing needs, wants, choices
but have common expectations:To be respectedAppreciatedUnderstoodSatisfied
Identifying customers inquiryListen actively and carefullyAsk Questions where clarification is
necessaryAnalyze what the customer has said
Reasons for inquiriesBilling DiscrepanciesNon –DeliveryLate DeliveryQuality IssuesOther
Nb: Some organizations use inquiry forms to track the reasons for customers’ inquiries. All customer inquiries must be dealt with promptly.
We See Over The PhoneTelephone Tips :Every caller is to be treated as a welcome guest
Monitor your voice ; irritation, preoccupation, hurrying , being judgmental
Over the phone your voice is all you have going for you. Always sit up your voice picks up. Smile so that your tone is softened.
Always be patientNever rush the customerGive your undivided attentionNever interrupt the customer
We See Over The PhoneTelephone Tips :Every caller is to be treated as a welcome guest
Monitor your voice ; irritation, preoccupation, hurrying , being judgmental
Over the phone your voice is all you have going for you. Always sit up your voice picks up. Smile so that your tone is softened.
Always be patientNever rush the customerGive your undivided attentionNever interrupt the customer
Steps In Responding Incoming callsAnswer promptlyGreet the caller pleasantlyIdentify the organization /departmentTake messages accuratelySpeak in a natural toneSay “thank you” and “you’re welcome”Listen attentivelyUse customers nameSpeak directly in the transmitter
Steps In Responding Incoming callsAnswer promptlyGreet the caller pleasantlyIdentify the organization /departmentTake messages accuratelySpeak in a natural toneSay “thank you” and “you’re welcome”Listen attentivelyUse customers nameSpeak directly in the transmitter
Steps In Responding To Incoming Calls Apologize for mistakesEnd the call ProperlyPlace the caller on hold:Only if you mustAsk permissionWait for an answer (if they didn’t
respond…..”will that be ok?”Never say “Hang on” or “Hold on”Check back every 25-30 seconds
Steps In Responding To Incoming Calls Apologize for mistakesEnd the call ProperlyPlace the caller on hold:Only if you mustAsk permissionWait for an answer (if they didn’t
respond…..”will that be ok?”Never say “Hang on” or “Hold on”Check back every 25-30 seconds
Terminate CallsWhen terminating or closing a call you should
do the following:Start making statements in the past tenseRepeat/summarize information you have
already conveyedThank the customer for his/her, name and
end the call Use standard farewell of the organization you
represent
Terminate CallsAlways allow the customer to hang up firstExamples of standard closures/termination:
“Thank you for taking the time to call. Goodbye.
Mr. Brown, Thank you for calling. Goodbye.
Make an outbound contactThis is a contact call made by an agent or a
customer service representative from a call centre to promote/sell goods and services.(telemarketing)
These calls are usually made to existing customers but sometimes calls are made to new customers. Outbound calls are made for a variety of reasons including:
Make an outbound callTo market new products and servicesTo confirm that customers have received
their ordersTo follow up on services providedTo follow up on overdue accountsTo carry out market researchNb. Assess the customers availability
Establish a relationship with the customerConfirm the customers identity and detailsEstablish rapportDemonstrate active listening skillsDemonstrate empathyLetting your responses acknowledge and
validate the customers point of view
Discussion
Why is it important for you to know the organizations policy regarding greeting?
•What role does listening play in determining the nature of an inquiry?
Discuss 4 qualities/Traits an agent should display when dealing with a customer?
Determine Customers RequirementIdentify customers requirement by listening
activelySeek clarifications where necessaryTip: If you are unable to identify the
requirements of the customer correctly, you will take the wrong action. This may result in time wasting and frustration.
ActivityDuration : 5minutes.
Determine Customers RequirementsDuring an interaction with your client
provide options to satisfy customers needsCommunicate clearly and be articulate when
communicating your course of action to your client
When explaining a course of action you should do so breaking down the information into action into actionable steps
Determine Customers RequirementsSeparating each step and pause between
eachAsking the customer if he/she understandsRepeating/ ParaphrasingAsking the customer what you have said
Customer OptionsDeliveryPayment MethodRedressProductsServices
Respond to Customer RequestPromptly respond to, and discuss requestsIdentify and recommend optionsCommit to meet customer requests.
committing simply means keeping the promises you have made to the customer regarding: When you will supply the product/service
How will you supply
Respond to Customer RequestsAny cost associated with the deliveryAny special needs of the customerNb. Your credibility is important.
ActivitySelect a team mate and role play responding
to customer request. Incorporate what you have learnt.