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Provide quality customer service
1.
2. Learning Outcomes
Acknowledge the customer using standard phrases
within policy procedures
Identify the nature of the customer inquiry
Use an attentive manner in dealing with customer
Terminate calls using standard phrases ,within policy
procedures and phrases
Confirm customer identity and details with customer
records, if appropriate
3. Learning Outcomes
Establish rapport using active listening and empathy
techniques
Identify customer requirements using active listening
and empathy.
Obtain agreement on course of action
Refer the customer to other agent as appropriate
Notify the customer and agent and agent of relevant
details
5. 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 Types
Internal
External
8. What is Quality Customer Service
Definition:
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.
9. In terms of customer service management
skills we tend to be……..
Argumentative & Defensive
Judgmental
Fail to Apologize
Will not give her name
Have to let you know when you are wrong
Enticed by social status-(so service is inconsistent)
Have to let the world know when we are vex
10. Customer Expectations
They will have differing needs, wants, choices but have
common expectations:
To be respected
Appreciated
Understood
Satisfied
11. Identifying customers inquiry
Listen actively and carefully
Ask Questions where clarification is necessary
Analyze what the customer has said
12. Reasons for inquiries
Billing Discrepancies
Non –Delivery
Late Delivery
Quality Issues
Other
Nb: Some organizations use inquiry forms to track the
reasons for customers’ inquiries. All customer
inquiries must be dealt with promptly.
13. We See Over The Phone
Telephone 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 patient
Never rush the customer
Give your undivided attention
Never interrupt the customer
14. We See Over The Phone
Telephone 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 patient
Never rush the customer
Give your undivided attention
Never interrupt the customer
15. Steps In Responding Incoming calls
Answer promptly
Greet the caller pleasantly
Identify the organization /department
Take messages accurately
Speak in a natural tone
Say “thank you” and “you’re welcome”
Listen attentively
Use customers name
Speak directly in the transmitter
16. Steps In Responding Incoming calls
Answer promptly
Greet the caller pleasantly
Identify the organization /department
Take messages accurately
Speak in a natural tone
Say “thank you” and “you’re welcome”
Listen attentively
Use customers name
Speak directly in the transmitter
17. Steps In Responding To Incoming Calls
Apologize for mistakes
End the call Properly
Place the caller on hold:
Only if you must
Ask permission
Wait 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
18. Steps In Responding To Incoming Calls
Apologize for mistakes
End the call Properly
Place the caller on hold:
Only if you must
Ask permission
Wait 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
19. Terminate Calls
When terminating or closing a call you should do the
following:
Start making statements in the past tense
Repeat/summarize information you have already
conveyed
Thank the customer for his/her, name and end the call
Use standard farewell of the organization you
represent
20. Terminate Calls
Always allow the customer to hang up first
Examples of standard closures/termination:
“Thank you for taking the time to call. Goodbye.
Mr. Brown, Thank you for calling. Goodbye.
21. Make an outbound contact
This 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:
22. Make an outbound call
To market new products and services
To confirm that customers have received their orders
To follow up on services provided
To follow up on overdue accounts
To carry out market research
Nb. Assess the customers availability
23. Establish a relationship with the
customer
Confirm the customers identity and details
Establish rapport
Demonstrate active listening skills
Demonstrate empathy
Letting your responses acknowledge and validate the
customers point of view
24. 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?
25. Determine Customers Requirement
Identify customers requirement by listening actively
Seek clarifications where necessary
Tip: 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.
27. Determine Customers
Requirements
During an interaction with your client provide options
to satisfy customers needs
Communicate 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
28. Determine Customers
Requirements
Separating each step and pause between each
Asking the customer if he/she understands
Repeating/ Paraphrasing
Asking the customer what you have said
30. Respond to Customer Request
Promptly respond to, and discuss requests
Identify and recommend options
Commit 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
31. Respond to Customer Requests
Any cost associated with the delivery
Any special needs of the customer
Nb. Your credibility is important.
32. Activity
Select a team mate and role play responding to
customer request. Incorporate what you have learnt.
Notes de l'éditeur
Customer service is a central issue in every business. It is an absolute necessity if your business is to remain competitive.
Safety on premises, comfort and appearance on premises ,parking, knowledgeable & courteous guidance from service provider. Quality customer service is meeting and exceeding customer expectations every time. Discuss the term consistency