customer service

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By: moraa (132 month(s) ago)

nice presentation

By: rukkieeze (132 month(s) ago)

nice content but it would be nice if you do away with all the effects as it tends to distract.Some can still saty but most should go.Thank you

By: amolprakash (133 month(s) ago)

nice presentation ............ please would u like to sent a copy of this presentation........ at amolprakash86@gmail.com

Presentation Transcript

My Presentation : 

My Presentation By: Venus P. Lazo MNAC 4B

Intensive Customer Service : 

Intensive Customer Service

Customer Service: : 

Customer Service: Is the provision of service to customers before, during and after a purchase.

Customer Service: : 

Customer Service: is a vital part of any business. It deals with series of practices and proper training. Whatever medium that you use in order to deal with your customer, you must always remember that……

…your CUSTOMER is your BUSINESS! : 

…your CUSTOMER is your BUSINESS!

What is CALL CENTER? : 

What is CALL CENTER? Traditionally, a call center has been thought of as a place where telephone calls are placed or received in high volumes for some specialized Business Activities.

Over of Call Center in the Philippines : 

Over of Call Center in the Philippines Has displayed an average annual growth of 100% since 2001-2005. Was responsible for the generation of 80,000 job opportunities from 2004-2005. Projected to generate 250,000 additional seats by 2009.

Target job Specification: : 

Target job Specification:

CSR (Customer Service Representative): : 

CSR (Customer Service Representative):

Customer Service Representative: : 

Customer Service Representative: Are employed by many different types of companies to serve as a direct point of contact for customers. They are responsible for ensuring that their company’s customer receive an adequate level of service or help with their questions and concerns. These company maybe individual consumers or other companies, and their service needs can vary considerably.

Sins of Service: : 

Sins of Service: Apathy Brush-Off Coldness Condescension Robotism Rule Book Runaround

6 steps process to handle Angry caller: : 

6 steps process to handle Angry caller: Listen to understand. Show empathy. Identify needs and wants. Offer other options. Find a positive solution. Thank the person for calling.

How to handle customer complaints: : 

How to handle customer complaints: E A R -mpathize with the caller: -pologize and acknowledge the problem: -esponsibility:

“Customer get disappointed because they do not get what they expected.” : 

“Customer get disappointed because they do not get what they expected.”

CALL HANDLING GUIDELINES: : 

CALL HANDLING GUIDELINES:

GREETING: : 

GREETING: Sound as happy, friendly and accommodating when delivering your greeting statement.

II. ACKNOWLEDGE/PARAPHRASE: : 

II. ACKNOWLEDGE/PARAPHRASE: Use EAR method every time the customer shows a sign of being upset, frustrated, angry, etc. Use verbal prompts such as “I see”, “yes, understand” to let them know that you are listening. Also, say “I apologize, please continue” if you accidentally interrupt while they are talking

III. VERIFICATION: : 

III. VERIFICATION: Always thank the customer for the answers/information that they give you and make sure you use their names at least 3 times in a call.

IV.POSITIVE RESPONSES: : 

IV.POSITIVE RESPONSES: During the call and resolution, avoid the terms “can’t, ”don’t, won’t, etc.

V. CONFIRMATION AND CALL CLOSE: : 

V. CONFIRMATION AND CALL CLOSE: You may also add rapport building such as “Have a good one”, or “Have a nice day!” before you put the phone down.

REMINDER: : 

REMINDER:

“When speaking, think of the way you sound. Make sure you enunciate your words clearly and precisely. It is embarrassing to be asked to repeat what you are saying.” : 

“When speaking, think of the way you sound. Make sure you enunciate your words clearly and precisely. It is embarrassing to be asked to repeat what you are saying.”

End of presentation!!! : 

End of presentation!!!

THANK YOU FOR WATCHING! : 

THANK YOU FOR WATCHING!

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