part

9

3

1.Recognize the extent to which customer service is facilitated by the effective use of technology.

2.Use technology to enhance service delivery capabilities.

Building and Maintaining Relationships

Customer Service Via TechnologyLearning Objectives

McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.

9-2

Building and Maintaining Relationships

3. Communicate effectively via e-mail, the Internet and fax.

4. Deliver quality service through effective telephone techniques.

9-3

Employing Technology to Conduct Business

Help DeskA service provider trained and assigned to

assist customers with questions, problems or suggestions.

Customer Contact CenterA central point within an organization from

which all customer service contacts are managed via various forms of technology.

9-4

Types of Technology:What are the types of technology on

the scene today?

How are these items an advantage or disadvantage to business and industry?

What are the fears of customers about using technology? Is it a real fear that is warranted by the state of technology information systems?

9-5

Using E-mail Ethically and Correctly

What etiquette rules (tips) should you remember when sending an e-mail?

If your customers are afraid of technology usage, what strategies may reassure them?

9-6

Using a Facsimile: Guidelines for Sending Faxes

• Be considerate when sending multipage documents that could tie up a fax line for a lot of time.

• Limit graphics that can tie up the machine.

• Limit recipients to those who need to know.

9-7

Using the Telephone

Answering the telephone – small and medium companies

Telephone – second most important link in customer service

Communication Skills for Success – one of these is definitely the telephone

9-8

Effective Usage:Using the telephone, continued

Voice mail—answering machines

Taking messages

Advice for telephone communication

9-9

Advantages of the Telephone

• Convenience

• Ease of communication

• Economy

• Efficiency

9-10

Creating Positive Telephone Usage:Ways to serve customers effectively

Continually evaluate yourself.

Use proper body posture.

Be prepared.

Speak naturally.

9-11

Create Positive Telephone Usage, continued

Have a good telephone image and usage record:

Be time conscious.

Be proactive with service.

Do more than customers expect.

Conclude calls professionally.

9-12

Effective Telephone Usage: Strategies to Prevent Poor

Telephone Techniques

Eliminate distractions

Answer promptly

Use titles with names

Ask questions

Use speakerphones with caution

Use call waiting

9-13

Advantages of Telephone Customer Service

Figure 9.6 presents advantages of the telephone