2. 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
4. 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.
5. 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
6. 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
7. Qualifications of good CSR
Quick
Eager to please
knowledgeable
Optimistic
Up beat
Friendly
Efficient
Honest & Fair
Helpful
Solution oriented
8. 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
9. Call Flow Greeting
Security check
Identify concerns
Provide solutions
Gain agreement
Hold
Closing
Extra mile Transfer
(summarize)
1- Inbound
10. Call Flow
2- 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 concerns
Tell him/her about the item you’re selling What he/she is looking for
Provide solutions
Gain agreement
Extra mile
Closing
11. Start a phone call
1st
ring
IVR Interactive Voice Response
Smile
Greeting / company introduced
Introduce yourself
Offer help
12. 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
13. 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
14. 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
15. 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
16. 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
18. Qualities of voice
Clarity
Conversational tone (intonation/ don’t
sound like machines
Expressiveness
Alertness
Pleasantness (smile)
19. 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
21. 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?”
22. 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?”
23. 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?”
24. 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?”
25. 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?”
26. 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?”
27. Listening skills
Acknowledgment
Acknowledging involves two things:
1. Recognizing that the customer is an important person
2. 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.
28. 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
29. 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.
30. 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
31. 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