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.