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Call center service
Prepared by Umair Shaikh (0972)
Sir Asher j khokar
Call center service what is call center?
A call centre is an info hub where we receive or make calls in large numbers we also call it contact zone , customer interaction services multi media centre etc.
Physically…. Is a place where a group of people handle a large number of in coming or outgoing calls.
Its service based.industry…
Service doer are called Call centre agent
Call centre executive Customer service representative
Customer service executives Customer care representative
Customer care agent Customer care executives
Purposeis to increase sales , marketing , business or profit by satisfying customer with guidance and assistance in efficient manner.
Remember…….CSRs are? Responsible professionalsNot telephone operators
EFFECTIVE COMMUNICATION is the most essential part of customer service.
.Transmission of info
. Transmission of understanding
. Use of common symbols
Face to Face communication Non verbal = 55%Voice control = 38%Word selection = 7%
Communication by telephone
Voice control = 72% (tone, volume, speed)Word selection = 28%
I can’t be an effective CSR or communicator unless, I become good listener.
LARC L = listen ( what is not said) A = acknowledge (what you heard) R = respond (with fact & solution) C = closing ( appropriately )
Identify caller’s expectations
Time management is not managingtime rather managing your lifea csr handles the time spent on call(conversation + hold + work after call) TIME
MANAGEMENT
ETIQUETTESNever underestimate the power of………..
A GENUINE THANK YOU&
A SINCERE SORRY
Keys Attitude? Positive.
keep? Smile.
say? Thank you
feel? Sorry
who are bosses?
customers…..
Customer care policy
• Rule # 1 the customer is always right
•Rule # 2 if customer is wrong reread Rule # 1.
CSRs can’t promise their customers sunny weather but can promise to hold an umbrella over them when it rains
Thank you