Opentext Event Training Slides Ppt Recording 1

Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Copyright © Open Text Corporation 2008 - 2009. All rights reserved. Slide

Brilliant Customer Service ,[object Object]

Key modules ,[object Object],[object Object],[object Object],[object Object]

Introductions ,[object Object],Copyright © Open Text Corporation . All rights reserved. Slide ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Personal examples of good and bad satisfaction ,[object Object],[object Object]

How do these factors influence BCS? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What makes customers happy? ,[object Object],[object Object],[object Object]

A customer wants two things: ,[object Object],[object Object],We love problems! “ When a customer has a problem that is solved well… They are more LOYAL than a customer who has no problem at all.”

Experience 1 Yes Yes Experience 2 Yes No Experience 3 No Yes Experience 4 No No Solution Special

Special Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],06/09/07 Brilliant Customer Service!

Speed/Time measures ,[object Object],[object Object],06/09/07 Brilliant Customer Service! ,[object Object],[object Object],[object Object],[object Object],[object Object]

Personal/Personalise ,[object Object],[object Object],[object Object],06/09/07 Brilliant Customer Service! ,[object Object],[object Object],[object Object],[object Object],[object Object]

Expectations/Manage or exceed ,[object Object],[object Object],[object Object],06/09/07 Brilliant Customer Service! ,[object Object],[object Object],[object Object],[object Object]

Competence/Courtesy ,[object Object],[object Object],[object Object],[object Object],06/09/07 Brilliant Customer Service! ,[object Object],[object Object],[object Object],[object Object]

Information/Informed ,[object Object],[object Object],[object Object],06/09/07 Brilliant Customer Service! ,[object Object],[object Object],[object Object],[object Object],[object Object]

Attitude/Can Do ,[object Object],[object Object],06/09/07 Brilliant Customer Service! ,[object Object],[object Object],[object Object],[object Object],[object Object]

Long term relationship/follow-up ,[object Object],[object Object],06/09/07 Brilliant Customer Service! ,[object Object],[object Object],[object Object],[object Object]

So… ,[object Object],[object Object],[object Object],06/09/07 Brilliant Customer Service!

Special Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],06/09/07 Brilliant Customer Service! Any questions?

Special Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],06/09/07 Brilliant Customer Service! Work in small groups and discuss how each of these principles can be applied to IMPROVING your customer’s OpenText experience using the SPECIAL model

Telephone model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Communication Intel Sep 07 Non verbal Visual 55% Voice tone 38% Words 7%

How we communicate ,[object Object],[object Object],[object Object],What impression do you want to create in the mind or your customer? You achieve this by the mental ‘image’ created by your voice tone!

Telephone voice dynamics ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Intel Sep 07

Key words and phrases ,[object Object],[object Object],[object Object],[object Object]

Telephone Skills Best Practise ,[object Object]

The Loyalty-customer service link ,[object Object],[object Object],Copyright © Open Text Corporation . All rights reserved. Slide ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Who’s doing it and how? 06/09/07 Brilliant Customer Service!

A customer speaks ,[object Object],[object Object],[object Object]

[object Object],[object Object]

Opentext Event Training Slides Ppt Recording 1

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Opentext Event Training Slides Ppt Recording 1

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