CCC at Your Service
Transcript of CCC at Your Service
-
8/3/2019 CCC at Your Service
1/61
God, grant me the Serenity to acceptthe things I cannot change; Courageto do the things I can; and Wisdomto know the difference. Amen.
-
8/3/2019 CCC at Your Service
2/61
CRISIS
Contact Center
At Your Service!
-
8/3/2019 CCC at Your Service
3/61
Crisis? What Crisis?
In 60 seconds, list down all thewords you can think of that come
before the word crisis.
In 60 seconds, write down all thewords that you normally associatewith the word crisis.
-
8/3/2019 CCC at Your Service
4/61
Crisis Connotations
A state of panic: feeling anxious, worried, fearful,disturbed, confused.
A distressful situation: being in deep water, in direstraits, in a tight predicament.
A turning point: a moment of truth, crunch time, a make-or-break situation.
-
8/3/2019 CCC at Your Service
5/61
The Essence of Crisis
wei ji
-
8/3/2019 CCC at Your Service
6/61
-
8/3/2019 CCC at Your Service
7/61
WHY AM I HERE?
To gain basic knowledge and developskills in order to address simple
inquiries and handle calls effectivelyduring times of crisis.
-
8/3/2019 CCC at Your Service
8/61
Thriver Mindset
Focus on the right thing (use your head), puttingyour passion in the right place (use your heart) andsummoning your will to do the right thing right away
(use your guts).
-
8/3/2019 CCC at Your Service
9/61
Create a
good firstimpression
SatisfyCustomers Needs
Communicate
Effectively
-
8/3/2019 CCC at Your Service
10/61
Provide WOW service on every call
Demonstrate excellent product and serviceknowledge
Provide accurate information
Transmit a positive attitude to callersExtend courteous service
Takeaways
-
8/3/2019 CCC at Your Service
11/61
Communicate effectively with callers
Manage calls professionally
Practice proper telephone etiquette
Takeaways
-
8/3/2019 CCC at Your Service
12/61
-
8/3/2019 CCC at Your Service
13/61
What is Customer Service in the
Contact Center?
-
8/3/2019 CCC at Your Service
14/61
-
8/3/2019 CCC at Your Service
15/61
Needs of Customers
PRACTICAL NEEDS
AND
EMOTIONAL NEEDS
Customers are persons who bring
us their needs and wants. It is our
job to respond to these needs and
wants profitably to them and to
ourselves
http://www.markpeterdavis.com/.a/6a00e0098c505188330133ed2c9815970b-pihttp://www.markpeterdavis.com/.a/6a00e0098c505188330133ed2c9815970b-pi -
8/3/2019 CCC at Your Service
16/61
Practical Needs
To have information or solutions totheir current situation
-
8/3/2019 CCC at Your Service
17/61
STEP 1: ACKNOWLEDGE THEPERSON
STEP 2: CLARIFY THE
SITUATION
STEP 3: MEET OR EXCEED THENEED
STEP 4: CONFIRMSATISFACTION
Service Ladder
-
8/3/2019 CCC at Your Service
18/61
Acknowledge the Customer
Greet promptly and courteously
Give your full attention
Use appropriate pace.
-
8/3/2019 CCC at Your Service
19/61
Clarify the Situation
Ask questions to determine needs
Listen carefully
Provide appropriate informationSummarize to check understanding.
-
8/3/2019 CCC at Your Service
20/61
Asking Questions
OPEN CLOSE
How Did
Why Can
When Have
Who Do
What Will/ Would
Where Is
-
8/3/2019 CCC at Your Service
21/61
Asking Questions
IF YOU NEED TO USEDetermine problems,understand requests orestablish needs
Open Questions
Ask callers to explainrequests or problems;ask for more information
Open Questions
Determine a course ofaction
Both Open and CloseQuestions
Get agreement Closed Questions
-
8/3/2019 CCC at Your Service
22/61
Meet or Exceed the Need
If routine, act promptly.
If not routine, agree on a clear course of
action
Take opportunities to exceed expectations.
-
8/3/2019 CCC at Your Service
23/61
Confirm Satisfaction
Ask questions to check for satisfaction
Commit to a follow-up, if appropriate
Thank the customer.
-
8/3/2019 CCC at Your Service
24/61
CALL PATH
Thank you for calling Pioneer. How may I help you?
Yes, Mr.________. What can I do for you?
Well, there are several ways to address the matter.Would you like ________ or ________?
Is there anything else I can do for you?
Thank you for calling Mr.________. Have a nice
day!
-
8/3/2019 CCC at Your Service
25/61
Emotional Needs
To be treated with respect and made to feel valued
To be listened to
To have control over the situation
To be treated as unique individuals and not just likeany other customer
-
8/3/2019 CCC at Your Service
26/61
Basic Service Principles
BSP#1: Sustain and boost Self-esteem
BSP#2: Communicate with Empathy
BSP#3: Involve customers in the solution
-
8/3/2019 CCC at Your Service
27/61
Basic Service Principle #1
Sustain and boost self-esteem
What is Self-Esteem?
Self-image
Self-concept
How a person sees himself or herself
Feeling of self-worth
Self-confidence.
-
8/3/2019 CCC at Your Service
28/61
Basic Service Principle #1(continued)
Treating the customer with respect and helping them feelgood about themselves
Giving indications that what they say and do are importantto you
Treating the customer as an important person
Praising and complimenting when appropriate
Showing your appreciation Being polite and courteous
Being specific and sincere.
-
8/3/2019 CCC at Your Service
29/61
Basic Service Principle #2
Communicate with empathy
What is Empathy?
Understanding what the person says
Understanding how the person feels
Putting yourself in someone elses shoes.
-
8/3/2019 CCC at Your Service
30/61
Basic Service Principle #2(continued)
Taking time to hear what the customer is saying
Showing you understand his or her feelings
Listening actively for facts and signsof how theperson feels
Responding to facts and showing empathy for thecustomers feelings.
-
8/3/2019 CCC at Your Service
31/61
Basic Service Principle #3
Involve customers in the solution
When appropriate, involve the customer in theinteraction
By asking for customers ideas, you involvethem in the solution.
-
8/3/2019 CCC at Your Service
32/61
Basic Service Principle #3(continued)
Know that customers sometimes look to you, aknowledgeable and prepared representative of thecompany, to share your expertise
Ask for ideas, even when you already have a goodsolution
Avoid telling or demanding.
-
8/3/2019 CCC at Your Service
33/61
-
8/3/2019 CCC at Your Service
34/61
Meeting CustomersPractical Needs
Meeting (or exceeding)Customers Practical andEmotional Needs
CustomerService
WOW!Service
From SATISFACTION to
DELIGHT!
-
8/3/2019 CCC at Your Service
35/61
Theres no trafficon the extra mile
-
8/3/2019 CCC at Your Service
36/61
Theres no traffic here
-
8/3/2019 CCC at Your Service
37/61
-
8/3/2019 CCC at Your Service
38/61
-
8/3/2019 CCC at Your Service
39/61
ICE BREAKER
S.P.E.L.L.IT OUT
-
8/3/2019 CCC at Your Service
40/61
Telephone Etiquette and Its relation to WOW
Customer Service
-
8/3/2019 CCC at Your Service
41/61
Activity
SURVEY SAYS
-
8/3/2019 CCC at Your Service
42/61
Employees phone skills that bother
customers the most
Being uninformed 7
Not transferring calls properly 5
Not speaking clearly 4
Putting caller on hold without asking for
permission 3
Poor Grammar 1
-
8/3/2019 CCC at Your Service
43/61
Employees phone attitude that
bother customers the most
Not listening attentively 8
Answers with aggravated voice 6
Not answering the phone promptly 3
Talks to co-employees while on the phone with
a caller 2
Not returning calls 1
-
8/3/2019 CCC at Your Service
44/61
Phrases that customers dont like to
hear from a CSP
I dont know 15
We/ I cant do that 4
Youll have to 1
-
8/3/2019 CCC at Your Service
45/61
Good call experiences
I wasnt kept waiting
The agent was very competent and knew their
stuff!
I was listened to without any interruptions!
Agent was pleased to talk to me and seemedgenuinely keen to help!
Agent used clear tone and understandable
languageno jargon
My request was completed when they said it
would beno need to call back.
-
8/3/2019 CCC at Your Service
46/61
10 RULES you should
never break.
-
8/3/2019 CCC at Your Service
47/61
Rule 1:
Answer incoming calls quickly(within 20 seconds or 3 rings)
Rule 2:
Always identify yourself(Use Pioneer standard telephone greeting)
10 RULES you should
never break.
-
8/3/2019 CCC at Your Service
48/61
-
8/3/2019 CCC at Your Service
49/61
Rule 3:
Answer with respect and enthusiasm
Rule 4:
Speak Clearly and use simple anduncomplicated language.
10 RULES you should
never break.
-
8/3/2019 CCC at Your Service
50/61
-
8/3/2019 CCC at Your Service
51/61
Screening Calls
1. Explain why you ask questions.
2. Let them hear your smile.
3. Know what information you need from callers.
-
8/3/2019 CCC at Your Service
52/61
Rule 7:
Ask the customers permission before doinganything like putting her on hold or
transferring the call to another local number.
Rule 8:
Never demand anything from the customer
10 RULES you should
never break.
-
8/3/2019 CCC at Your Service
53/61
Rule 9:
Return calls within the day
Rule 10:
End call positively
10 RULES you should
never break.
-
8/3/2019 CCC at Your Service
54/61
How do you
deal withthem?
-
8/3/2019 CCC at Your Service
55/61
-
8/3/2019 CCC at Your Service
56/61
A
L
E
RT
cknowledge the customers feelings
isten actively & Empathize
Establish facts
ecap
ake action
-
8/3/2019 CCC at Your Service
57/61
http://www.google.com.ph/imgres?imgurl=http://www.isixsigma.com/public/images_upload/WOW%2520Side.jpg&imgrefurl=http://blogs.isixsigma.com/archive/customer_wow_the_basics.html&usg=__s64kAN_Ss2EmKFtRq7cZdQJK-hg=&h=720&w=960&sz=42&hl=tl&start=101&zoom=1&tbnid=hUpalJg6P8Z5IM:&tbnh=111&tbnw=148&ei=CPbITYOKC42WvAOu6631BA&prev=/search%3Fq%3Dcustomer%26start%3D100%26hl%3Dtl%26sa%3DN%26tbm%3Disch%26prmd%3Divns&itbs=1 -
8/3/2019 CCC at Your Service
58/61
http://www.google.com.ph/imgres?imgurl=http://www.isixsigma.com/public/images_upload/WOW%2520Side.jpg&imgrefurl=http://blogs.isixsigma.com/archive/customer_wow_the_basics.html&usg=__s64kAN_Ss2EmKFtRq7cZdQJK-hg=&h=720&w=960&sz=42&hl=tl&start=101&zoom=1&tbnid=hUpalJg6P8Z5IM:&tbnh=111&tbnw=148&ei=CPbITYOKC42WvAOu6631BA&prev=/search%3Fq%3Dcustomer%26start%3D100%26hl%3Dtl%26sa%3DN%26tbm%3Disch%26prmd%3Divns&itbs=1 -
8/3/2019 CCC at Your Service
59/61
-
8/3/2019 CCC at Your Service
60/61
-
8/3/2019 CCC at Your Service
61/61