80 Activities and Actions for

Call Center Service Excellence

Peter R. Garber

HRD Press, Inc. Amherst Massachusetts

Learning Points

Copyright 2005, Peter R. Garber The materials that appear in this book, other than those quoted from prior sources, may be reproduced for educational/training activities. There is no requirement to obtain special permission for such uses. We do, however, ask that the following statement appear on all reproductions.

Reproduced from Learning Points: 80 Activities and Actions for Call Center Service Excellence by Peter Garber, Amherst, MA: HRD Press, 2005.

This permission statement is limited to reproduction of materials for educational or training events. Systematic or large-scale reproduction or distributionor inclusion of items in publications for salemay be carried out only with prior written permission from the publisher. Published by: HRD Press, Inc.

22 Amherst Road Amherst, MA 01002 800-822-2801 (U.S. and Canada) 413-253-3488 413-253-3490 (fax) http://www.hrdpress.com

ISBN 0-87425-807-3 Cover design by Eileen Klockars Production services by Jean Miller Editorial services by Sally Farnham

iii

Table of Contents Introduction .................................................................................................... vii Part 1: Customer Service ............................................................................ 1 Learning Point 1: Pre-Assessment.......................................................... 3 Learning Point 2: The Call CenterA Demanding Place to Work .......... 6 Learning Point 3: Customer Priority ........................................................ 7 Learning Point 4: Customer Service Tips................................................ 8 Learning Point 5: Response Exercise ..................................................... 9 Learning Point 6: Customer Service Factoids......................................... 10 Learning Point 7: Service Never Goes Out of Style ................................ 11 Learning Point 8: Service Is Timeless..................................................... 12 Learning Point 9: More Customer Service Factoids................................ 13 Learning Point 10: Call Center Customer Service Self-Test ................... 14 Learning Point 11: More Customer Service Tips .................................... 16 Learning Point 12: Missions Accomplished............................................. 17 Learning Point 13: Your Personal Mission Statement............................. 18 Learning Point 14: Writing Your Mission Statement................................ 19 Learning Point 15: Mission Statement Factoids...................................... 20 Learning Point 16: Part 1: Customer Service Key Learning Points......... 21 Part 2: Developing Telephone Skills .......................................................... 23 Learning Point 17: Really Listen to the Customer................................... 25 Learning Point 18: Give Really Listening a Try..................................... 26 Learning Point 19: Listening Tips............................................................ 27 Learning Point 20: Listening Skill Practice .............................................. 28 Learning Point 21: Listening Factoids ..................................................... 29 Learning Point 22: Building Rapport on the Telephone .......................... 30 Learning Point 23: Rapport Building Tips................................................ 31 Learning Point 24: Rapport Examples .................................................... 32 Learning Point 25: Your Rapport Builders............................................... 33 Learning Point 26: Rapport Building Factoids......................................... 34 Learning Point 27: Understanding the Customer .................................... 35 Learning Point 28: Understanding the Customer Tips ............................ 36 Learning Point 29: Customer Profiles ..................................................... 37 Learning Point 30: Understanding the Customer Factoids ..................... 38 Learning Point 31: Part 2: Developing Telephone Skills Key Learning Points ............................................................................ 39

iv

Part 3: Tools of the Trade ............................................................................ 41 Learning Point 32: Customer Service Tools............................................ 43 Learning Point 33: Using the Wrong Tool ............................................... 44 Learning Point 34: Tools of the Trade Tips ............................................. 45 Learning Point 35: Customer Service Toolbox........................................ 46 Learning Point 36: Tools of the Trade Factoids ...................................... 47 Learning Point 37: Be a Problem Solver ................................................. 48 Learning Point 38: Reducing Hassles for the Customer ......................... 49 Learning Point 39: Problem-Solving Tips................................................ 50 Learning Point 40: Checking for Problem-Free Customer Service ......... 51 Learning Point 41: Problem-Solving Factoids ......................................... 52 Learning Point 42: Building Customer Confidence ................................. 53 Learning Point 43: Customer Confidence Tips ....................................... 54 Learning Point 44: Hitting the Target ...................................................... 55 Learning Point 45: Customer Confidence Factoids................................. 56 Learning Point 46: Part 3: Tools of the Trade Key Learning Points ........ 57 Part 4: Working in Customer Service Teams ............................................ 59 Learning Point 47: Teamwork ................................................................. 61 Learning Point 48: Synergy 2 + 2 > 4...................................................... 62 Learning Point 49: Teamwork Tips ......................................................... 63 Learning Point 50: Teambuilding Exercise.............................................. 64 Learning Point 51: Teamwork Factoids................................................... 67 Learning Point 52: Cubicle Neighbors..................................................... 68 Learning Point 53: Cubicle Rules............................................................ 69 Learning Point 54: Be a Good Neighbor ................................................. 70 Learning Point 55: Cubicle Neighbor Tips............................................... 71 Learning Point 56: Good Cubicle Neighbors Exercise ............................ 72 Learning Point 57: Cubicle Neighbor Factoids........................................ 74 Learning Point 58: Information Sharing................................................... 75 Learning Point 59: Outdated Information ................................................ 76 Learning Point 60: Information Tips ........................................................ 77 Learning Point 61: Information Sharing Word Search Exercise.............. 78 Learning Point 62: Information Sharing Factoids .................................... 80 Learning Point 63: Part 4: Working in Customer Service Teams Key Learning Points ............................................................................ 81

v

Part 5: Call Center Customer Relations ..................................................... 83 Learning Point 64: Reputations............................................................... 85 Learning Point 65: Advertisement Money Cant Buy............................... 86 Learning Point 66: Reputations Tips ....................................................... 87 Learning Point 67: Reputations Exercise ................................................ 88 Learning Point 68: Reputations Factoids ................................................ 89 Learning Point 69: Customer Expectations............................................. 90 Learning Point 70: Customer Problems .................................................. 91 Learning Point 71: Upset Customer Tips ................................................ 92 Learning Point 72: Dealing with Upset Customers Exercise................... 93 Learning Point 73: Upset Customer Factoids ......................................... 95 Learning Point 74: Building Tomorrows Business.................................. 96 Learning Point 75: Become a Sure Bet for Success ............................... 97 Learning Point 76: Building Tomorrows Business Tips .......................... 98 Learning Point 77: 50 Ways to Get Your Customers to Call Again Exercise ......................................................................... 99 Learning Point 78: Building Tomorrows Business Factoids ................... 100 Learning Point 79: Part 5: Call Center Customer Relations Key Learning Points ............................................................................ 101 Learning Point 80: Post-Course Assessment ......................................... 103

vi

Introduction

Working in a call center is a very important job. Customers from around the country (and possibly the world) depend on you to provide the highest quality service possible to meet their needs and requirements. Call centers provide a unique opportunity for customers to make purchases or receive services from the comfort and convenience of their own homes via their telephones. As the world becomes more and more connected electronically through such things as the Internet and e-mail, the popularity of this trend in customer service will certainly continue in the future. As a member of a call center team, you are on the cutting edge of this exciting and dynamic technological revolution that is taking place in customer service today. Understanding the principles of call center service is essential to meet the requirements of customers who call into the center. Some of these principles are unique to call centers and their customers. Others have universal application and apply to dealing effectively with any customer regardless of the business or situation. Use all these principles to provide the best service you possibly can to your customers. You will find that not only will your customers feel good about doing business with you, but you will be enriched by the experience as well. These activities and actions for call center service excellence are designed to help you better understand or review many of the basic principles of customer service. Perhaps most important is to remember how you feel when you call someone for assistance in a purchase or to receive a service. Think about how you would want to be treated if you were on the other end of the telephone. Treat the customer exactly that way and you will have learned the greatest lesson of all in customer service. These activities and actions for call center service excellence provide you with a variety of ways to learn more about call center service. Some of these activities and actions simply present an idea, fact, or concept related to call center service. Others provide exercises, assessments, or quizzes to help you develop your call center service skills. Regardless, each presents a different learning or skill-building opportunity. The activities and actions are presented in five parts:

1. Customer Service (Learning Points 116) 2. Developing Telephone Skills (Learning Points 1731) 3. Tools of the Trade (Learning Points 3246) 4. Working in Customer Service Teams (Learning Points 4763) 5. Call Center Customer Relations (Learning Points 6480)

Good luck and we hope these principles will help you be successful on your job in the call center.

1

Part 1:

Customer Service

This page intentionally left blank

3

Pre-Assessment

This first Learning Point provides you with an opportunity to assess your skills concerning your role as a member of a call center service team. The correct answers are provided following this assessment. 1. As a member of a call center team, you are part of the technical revolution

that is occurring in the customer service industry today. A. True B. False

2. The reason why the call center exists is because of the:

A. economy. B. owner of the business. C. competition. D. customer.

3. The one constant in a call center is the need to provide____________ to the

customer. A. refunds B. service C. directions D. excuses

4. A call centers mission statement is designed to communicate which of the

following? A. The goals and objectives of the organization B. The direction in which the call center is headed in the future C. The importance of the customer to the business D. All of the above

5. Effective listening doesnt really have to take that much effort.

A. True. Effective listening just comes easily to everyone. B. False. Effective listening requires your full effort and attention.

6. One of the services that customers expect from a customer service

representative is for you to help them solve problems. A. True B. False

Learning Point 1

4

Pre-Assessment (continued)

7. Most important to a work team is that each person: A. supports the team and contributes to its success. B. helps the team find better ways of getting the job done. C. helps use the talent and expertise of all members. D. works hard to reach the teams goals and beat the competition. E. All of the above

8. Call centers are all about information and sharing this information with

customers. A. True B. False

9. No amount of paid advertisement can make up for the damage that even

one dissatisfied customer can create. A. True. This is the worst kind of advertisement a business can get. B. False. People will pay more attention to what is said in paid

advertisements than what unhappy customers have to say. 10. When dealing with an upset customer, it is most important to:

A. resolve his or her problem as quickly and effectively as possible. B. not let him bother you or get you down. C. tell him or her to stop complaining. D. keep from letting this problem interfere with other business.

5

Pre-Assessment (continued)

Correct Answers

1. A

2. D

3. B

4. D

5. B

6. A

7. E

8. A

9. A

10. A

6

The Call Center

A Demanding Place to Work

Sometimes, especially when you are particularly busy, a call from a customer can seem like a nuisance or interruption. This is of course, understandable. Call centers can be a very hectic and fast-paced environment to work in at times. There are many demands on your time, not only from the incoming calls you must answer, but from other sources as well. Your supervisor and co-workers often ask things of you that also demand your limited time. Often you feel more like you are performing a juggling act in a circus than working in a call center serving customers. But remember: No matter how busy you are, the customer is why you are in business and you must provide quality service at all times.

Learning Point 2

7

Customer Priority

Despite how busy you might be, the point that you always have to remember is that it is because of the customers that the call center exists and why you work there. You need to always keep in mind that famous creed of all businesses: The customer is Number 1. When a customer calls your call center, he or she expects a certain level of service and courtesy. The customer has a need that only you can help serve. The customer depends on you to provide your service and exper-tise in addressing whatever his or her need or problem might be. It is paramount that you make the customers calling your call center feel as if you are there to be of service and are willing and able to help them. You should make them feel that meeting

their needs is the most important task you have before you. Think about how you feel when you call someone for help on the telephone. We have all experienced times when we were treated with poor service or lack of courtesy. Remember how that made you feel? Did you want to do business with that organization again? Probably not. That is certainly not how you want your customers to feel after reaching you on the telephone. Treat your customers as you would like to be treated.

Learning Point 3

8

Customer Service Tips

Let the customer know that you are interested in helping him or her resolve their problem or receive the services/products they are ordering.

Be patient with the customer, even if he or she doesnt have all the informa-tion you need to be of service.

Help the customer find whatever information is needed to provide service to him or her.

Find out any information you might have access to for the customer rather than asking him or her to find it him- or herself.

Make the customer feel as if helping him or her is the most important goal you have.

Learning Point 4

9

Response Exercise

Evaluate each of the following responses by a customer service representative and identify which one would be perceived by the customer as positive and which one negative:

Im sorry sir, but we dont have that item in stock and we dont expect to get it in before Christmas. Youll just have to try someplace else.

(Correct answer: Negative)

Im sorry sir, but Im afraid that item is currently out of stock and it doesnt look like we will be getting any more in before Christmas. Could I suggest some other comparable products that we do have that might also be acceptable?

(Correct answer: Positive)

What makes the difference between the one response being a positive one to the customer and the other being negative?

Learning Point 5

10

Customer Service Factoids

You usually get only one chance to

make a good impression on a

customer when he or she calls.

Making sure that you make the

customer feel as if his or her needs

are the most important thing you

have to deal with at that moment

of contact will help ensure their

continued business in the future.

The customer is still Number 1; you

need to treat him or her that way.

Learning Point 6

11

Service Never Goes

Out of Style

There are many trends and fads that come and go in the call center business. One year, a certain style or idea might be popular with customers, and the next year something else comes along and takes its place. And in some businesses, it might be important to keep up with these trends to maintain your customers satisfaction and happiness. However, there is at least one thing that will always be important to your call centers customers and that is receiving quality service. Regardless of what business you are in, what fads are currently popular, or what trends everyone is followingservice never goes out of style.

It is easy to sometimes get distracted by other things that at the time might appear to be more important to the customer. Even the customer might believe that this new trend is the most important thing to their success. And to some extent, this perception might be true, at least for the short term. But again, service will ultimately surface as a critically important criterion to the customers satisfaction and success. Once the newness or novelty of the latest fad wears away, the customers most basic need for quality service will become very apparent.

Learning Point 7

12

Service Is Timeless

Providing the best possible service to your customers constantly needs to be your number one priority. You need to be careful not to be distracted by other things that could take you away from this very important objective. There are many things that compete for your time and attention that can seem to be more important at the moment. But nothing is more important than providing excellent service to your customers. This is true today and will be true tomorrow and as long as you are in business. Service is timeless and will never be less important than it is today.

Learning Point 8

13

More Customer Service Factoids

Ultimately, there is nothing more

important to your customers than

service.

No fad, gimmick, give-away, gift,

sales promotion, incentive, discount,

or any other marketing tool will ever

replace the need for good old-

fashioned customer service.

Ultimately, there are three things

that are most important to your

customers: service, service, and

service.

Learning Point 9

14

Call Center Service Self-Test

Self-Test 1. What is the one thing that will never go out of style when dealing with your

customers? A. The latest fad B. The current style C. Service

2. Service can be described as:

A. expensive. B. unnecessary. C. overrated. D. timeless.

3. Providing the best possible service to your customers constantly needs to be

your number one priority. A. True B. False

Learning Point 10

15

Call Center Service Self-Test (continued)

Correct Answers 1. C. Service. Service will always be important to your customers regardless

of what styles or fads may come and go. 2. D. Timeless. Service will be as important tomorrow as it is today to your

customers. Service will always be important to your customers. 3. A. True. Although it is often easy to become distracted by other seemingly

more important things, service always needs to be your top priority.

16

More Customer Service Tips

Even if you are able to offer some sort of incentive to your customers who call your center, dont forget that ultimately it will be the quality of the service they receive that will determine if they will continue to do business with you again in the future.

Gifts, fads, and gimmicks cant replace good customer service.

It is the service that customers receive that they will remember the most, not the marketing gimmick or promotion that got them to call in the first place.

Learning Point 11

17

Missions Accomplished

A mission is more than just something you see in the movies, depicted as an impossible assignment that only the likes of Tom Cruise can accomplish. Missions can also be statements created by a call center to communicate to everyone what it is committed to achieving and the goals it will work to obtain. A call centers mission can be very useful in helping both its customers and employees better understand these commitments and goals of the business. By gaining this better understanding, everyone can help work toward achieving these important objectives. Do you know what the mission is for your call center? Perhaps it is in your employee handbook, training manual, reception area, or the bulletin boards in your center. Or ask your supervisor if a mission has been established for your center. Even if one has not been formally written and posted, find out what the overall operating philosophy and objectives of your call center are. You might also ask the call center manager or others in leadership roles to share this information with you.

Learning Point 12

18

Your Personal Mission Statement

Do you have a mission of your own concerning your role as a customer service representative? How would you describe what your commitment and goals are in your job? How could creating a mission statement for yourself help you do your job better and allow you to focus more on your personal goals for the future? When developing a personal mission statement:

Look at ways that your mission statement supports the overall mission of the call center. How can one support the other and vice versa?

Make sure your personal objectives and those of the organization are compatible.

Review your personal mission statement with your supervisor or other managers at the call center.

Learning Point 13

19

Writing Your Mission Statement

In the space below, briefly write what your personal mission statement would be concerning your role at the Call center. In writing this mission statement, it might be helpful for you to think about what your goals and objectives were when you began this job and what you can do to achieve them.

Your Personal Mission Statement

Learning Point 14

20

Mission Statement Factoids

Mission statements help everyone

better understand what goals and

commitments they are working

toward each day.

Mission statements can help you

better measure your progress

toward these goals.

Mission statements give everyone

a better sense of direction to where

they are headed in the future. They

serve as a road map to where you

are going both as an organization

and personally as an employee.

Learning Point 15

21

Part 1: Customer Service

Key Learning Points

1. In truth, a call from a customer especially when you are busy is: A. an interruption. B. a nuisance. C. an opportunity to be of service to the customer.

2. Whose needs are most important when you receive a call from a customer?

A. Yours B. The customers C. Your co-workers

3. Service will never go out of style.

A. True B. False

4. Promotions designed to get customers to call into your center are most

useful when they are: A. relied upon entirely to satisfy the customers needs. B. ignored by customer service representatives completely. C. considered to be nothing more than a gimmick to bring in calls. D. followed up with excellent customer service and assistance.

5. A mission statement is an excellent way to communicate what the goals and

operating philosophies of an organization are to both customers and to employees. A. True B. False

Learning Point 16

22

Part 1: Customer Service

Key Learning Points (continued)

Correct Answers 1. C. an opportunity to be of service to the customer. 2. B. The customers. Serving the customers needs will always be the most

important task you have before you. Make his or her needs your number one priority at all times.

3. A. True. Fads and trends will come and go, but service will never go out of

style. 4. D. followed up with excellent customer service and assistance.

Promotional campaigns are a great way to bring more business into the call center, but service will ultimately always be what keeps them coming back.

5. A. True. Mission statements help everyone better understand what the organization stands for as well as its goals for the future.

23

Part 2: Developing Telephone Skills

This page intentionally left blank

25

Really Listen to the Customer In his popular book Seven Habits of Highly Effective People, Stephen Covey advises that we should seek first to understand then be understood. What this means is that if we really listen to what others have to say, we ultimately will be better understood ourselves. As Dr. Covey teaches, too often we listen with the intent to respond, not to really understand what the other person has to say.

Learning Point 17

26

Give Really Listening a Try Next time you are talking with your customer, try to follow Coveys advice. Dont think so much about what you are going to say in response to the customer, but rather focus on what he or she might be really trying to tell you. The customer might just be telling you how to keep their business or get more of it in the future. The best way to have your customers understand you is to first understand them. Really listen to your customers and they will be more likely to listen to you.

Learning Point 18

27

Listening Tips

Let the customer know that you are interested in what he or she has to say.

Ask clarifying questions or politely request that he or she repeat certain things to ensure your understanding.

Be empathetic to any problems the customer tells you about and listen for what the customer tells you he or she would like to have corrected.

Remember that it is not what you say that is as important as how you say it. Be careful you are not giving the customer the wrong message by your tone of voice or attitude on the phone.

Learning Point 19

28

Listening Skill Practice Try the following listening skill practice with someone else to help you learn to not only hear, but also understand your customers. Have the other person play the role of one of your customers. Pretend that you are both on the telephone (hold imaginary telephones to your ears) and have the person tell you something concerning the product or service that you provide as if they were one of your customers. Now for your part. You are to focus entirely on what the other person is trying to tell you. Do not try to address or answer the concern or statement the person has expressed until you fully understand what he or she has said. In order to accomplish this objective, you need to focus all your attention on what the other person is saying, not on how you will respond. One very effective technique to help you listen at this level to your customers (as well as others) is to repeat back to the other person what you heard him or her say. This might go something like this: Let me see if I understand what you are telling me. You would like to have at least 24-hours notice before delivery is made to you so that you can make sure you are available to receive the delivery. You would prefer to receive a telephone call telling you that the delivery is on the way rather than an e-mail since you might not always have immediate access to your computer, but would be near a telephone. However, it will be all right to leave these notification messages on your answering machine if you are not there. Is this an accurate description of what you want me to do in the future? The person playing the part of your customer should either confirm the accuracy of your response or clarify/correct any inaccuracies of your response. If there is a need to clarify or correct, you should repeat the exercise until you have restated what the other person said to his or her complete satisfaction.

Learning Point 20

29

Listening Factoids

We can listen at a rate of about 800

words per minute, but most normal

conversation is presented to us at

about 150 words per minute. This

gives us a lot of extra time.

What you do with this extra time is

critically important to how effectively

you listen to the customer.

You need to resist the natural temp-

tation to think about other things and

focus on what the customer is

telling you. In this message will be

what you need to know in order to

meet the customers requirements.

Learning Point 21

30

Building Rapport on the Telephone Building rapport involves finding out what the customer is interested in and developing a dialogue with him or her on these subjects. This doesnt have to take a great deal of time; usually only a few moments or seconds of the call need to be taken up with this rapport building. Rapport sets the stage for the business discussions that subsequently follow as part of providing service to the customer. This brief investment in developing rapport with the customer can help make him or her more relaxed and confident in you. Often it is this small talk that makes the biggest difference to the customer.

Learning Point 22

31

Rapport Building Tips

Find common interests that you and the customer share.

Ask the customer about their interests or hobbies.

Inquire about the weather in the part of the country from which the customer is calling.

Comment about an upcoming holiday or event that is about to take place.

Ask about a local sports team of the customer.

Comment about the part of the country that the customer is from.

Learning Point 23

32

Rapport Examples The following are a few examples of ways to build rapport with customers calling into a call center:

Good morning. How are you doing today?

Hows your day going so far?

Where are you calling from?

How is the weather there?

Oh, you are from Dallas. I saw the Cowboys game on TV last weekend.

Are you ready for the holidays yet?

Didnt you get a big storm in that part of the country the other day?

Seems like everybody is busy these days. Hopefully I can make things a little easier for you.

Yes, I know just what you mean.

It will be no problem at all. Im glad to be of service to you today.

Learning Point 24

33

Your Rapport Builders Now, think of some rapport builders of your own (or adapt some of those sug-gested in the previous activity) that you would be most comfortable using with customers calling you.

Learning Point 25

34

Rapport Building Factoids

Building rapport involves developing

a better relationship, understanding,

bond, link, or connection with your

customers.

Your customers will be more

comfortable dealing with you if you

spend a few moments of the call

building rapport with them.

Spending a few seconds building

rapport with your customer will

make the rest of the call go more

efficiently and achieve better results.

Learning Point 26

35

Understanding the Customer Really trying to understand your customers requires some effort. However, no matter how hard you try, you might never really gain as complete an under-standing of your customers as you would like to have. But the better you do learn to understand them, the better the service will be that you provide to your customers. Gaining this understanding goes beyond just learning more about the customers needs (not that this information about them is not critically important to know). Really beginning to understand the customer involves learning what they are all about on a more personal level. You need to get an idea of what motivates the customer. Because the nature of your work in a call center might not normally involve you dealing with the same customers very frequently or even at all, you might need to better understand what your customers are all about as a whole. Learn more about the typical profile of a customer who calls into your call center. Find out more about what their needs are and situations in which they might contact you. Learning to better understand the customer will lead you to better understanding how to gain and ultimately keep their business. Take the time and effort necessary to really get a better understanding of your customers either individually or as a whole. You will both end up understanding each other better as a result.

Learning Point 27

36

Understanding the Customer Tips

Dont jump to conclusions or just assume that you know what the customer wants.

Ask questions of the customer to gain a better understanding of his or her needs.

Find ways to learn more about your customers in general.

Do some research of your own.

Keep notes about customer trends.

Look on the Internet.

Read articles.

Find studies on consumers.

Read what your customers read.

Learning Point 28

37

Customer Profiles Profiling your customers as a group might be difficult to do accurately since people are so diverse and come from such varied backgrounds. However, a business such as your call center will typically attract customers with similar demographic characteristics. For instance, if a call center provided services to consumers homes, the typical caller might be female, be a homemaker, have children, have a household income of a certain level, be of a certain age, etc. Medicare-related services would typically involve older or elderly customers. Based on your understanding of and experience in dealing with your customers who call into your call center, how would you profile your customers? Age: Gender:

Occupation:

Income level:

Part of country:

Most interested in what product or service:

Most frequently asked question:

Buying patterns:

Greatest concerns:

Selling tips:

Other factors:

Learning Point 29

38

Understanding the Customer Factoids

The more you learn about your

customers, the better you will

understand how to be of service

to them.

There are many sources of

information available to you to learn

more about your customers as a

whole.

Your employer can provide you with

additional information about your

customers. Ask for this information

and for other resources that could

help you gain this understanding of

your customers.

Learning Point 30

39

Part 2: Developing Telephone Skills

Key Learning Points 1. When listening to your customers, you should focus on which of the

following? A. On what you are going to say next B. On what you think the customer will say next C. On the last call you took D. On really trying to understand what the customer is saying

2. We can listen at a much faster rate than we typically receive messages from

others. A. True B. False

3. Learning more about your customers will lead you to a better understanding

of how to gain and ultimately keep their business. A. True B. False

4. Because you typically deal with so many customers who call in and possibly

not the same ones, it is not important to build rapport with your customers. A. True B. False

5. How you say something to a customer can be as important as what you say.

A. True B. False

Learning Point 31

40

Part 2: Developing Telephone Skills

Key Learning Points (continued)

Correct Answers 1. D. On really trying to understand what the customer is saying.

Effective listening requires you to focus all your attention on what the customer is saying.

2. A. True. We can hear at a rate of about 800 words per minute, but most

normal conversation is at a rate of about 150 words per minute. 3. A. True. Learning to understand your customers can and will help you gain

and ultimately keep their business by knowing what they really want from you.

4. B. False. Even though you might deal with many customers and only for a

brief period, it is still important that you spend a few seconds of each call to try to build some level of rapport with the customer. This will help you better serve the customers needs.

5. A. True. Customers will get as strong a message by how you say

something as they do from what you say. Be careful that you are not inadvertently sending the wrong message to your customers.

41

Part 3:

Tools of the Trade

This page intentionally left blank

43

Customer Service Tools

Every profession has its tools of the trade, as do you as a customer service representative in a call center. Each tool is designed for a specific purpose and use. Using the wrong tool for the job can cause many problems. For example, think about what would happen if a carpenter would try to use a hammer when a saw was needed for the task to be performed. In this case, the carpenter would likely cause more harm than good trying to perform the job using the wrong tool.

Learning Point 32

44

Using the Wrong Tool

As with the carpenter in the previous Learning Point, the same is also true for you in your role at the call center. Using the wrong tool can be just as disastrous for you and your customers. It could cause you to provide incorrect information, send goods or services to the wrong places, and ultimately lose customers. There is also a danger in overusing the same tool for every situation. Even though it might be a very good tool, it might not always be the right solution. Said another way, if you have only one tool, you will try to use it in every situation, even if it is wrong for the job or task. You need to have a number of tools available to you to solve problems for your customers. The more tools you have to use and the better you know how to use them, the better service you will be able to provide to your customers.

Learning Point 33

45

Tools of the Trade Tips

Learn to use as many tools as you can to help your customers and to perform your job more efficiently.

Dont over-rely on just one or two tools to do your job.

Learn which tool works best in different situations and use that tool to solve your customers problems and meet their requirements.

Learning Point 34

46

Customer Service Toolbox

The following are some suggested tools of the trade for a customer service representative in a call center. Add to the list any other tools that you use or need to do your job. Then place these tools in the toolbox shown below to have ready the next time you need them.

Tools Tool Box

Customer information

Computer skills

Product/service data

Delivery schedules

Shipping information

Pricing

Codes

Local and state tax costs

Federal and state regulations

Accessory products

Technical terminology

Contact persons

Other tools:

Learning Point 35

47

Tools of the Trade Factoids

If the only tool you have is a

hammer, every problem tends to

look like a nail.

Having the tools you need is only

half the job. The other more

important part is learning how to use

them.

Just like a carpenter, you need to

take care of your tools to make

sure they are in good working order

the next time you need them.

Learning Point 36

48

Be a Problem Solver

When you think about it, much of your job as a customer service representative is to be a problem solver for your customers. Your customers want to hear about solutions, not problems. The more problems you can keep away from your customers, the more satisfied they will be. Things like excuses, delays, passing the buck, broken promises, and other responses to problems other than solu-tions will only make the customer more unhappy and dissatisfied with your service. Your goal must be to make the customers experience dealing with you when he or she makes that call to the center as hassle free as possible. Customers undoubtedly have enough hassles in their lives without you adding to them unnecessarily. You need to do everything you can to solve any problems that customers might encounter when calling into the call center. Even better would be to prevent potential problems from occurring or reoccurring in the future. Learn from past mistakes and stop repeating them. Sometimes one prob-lem causes another problem to occur, causing a chain reaction. Breaking this chain can stop the sequence of problems from occurring, eliminating this hassle for everyoneincluding you. You will not only reduce the amount of hassle that your customers experience, but will make life easier for yourself as well.

Learning Point 37

49

Reducing Hassles for the Customer

Sometimes it might seem that eliminating problems for the customer is too much bother. Why shouldnt they share in these problems as well? you might ask. After all, arent these problems a result of trying to be of service to them? This might be true, but the bottom line is that a major part of your responsibility to your customer is to make doing business with you as problem free and effective for them as possible. There will always be another supplier that the customer can give their business to if you allow problems to turn them away. If it simply becomes just too much hassle for the customer to buy from you, it wont take them long to take their business elsewhere.

Learning Point 38

50

Problem-Solving Tips

Let the customer know that you are committed to solving any problems they might experience with your product or service.

Study what typically causes problems for your customers and find ways to prevent these problems from reoccurring.

Customer satisfaction is related to the number of problems they experience when calling into your call center.

Learning Point 39

51

Checklist for Problem-Free

Customer Service

Review the following checklist to see if you are providing problem-free customer service. Mark each item on the checklist that you believe you are currently providing your customers: On time. The product or service is provided to the customer when

expected.

No surprises. The product or service is exactly as expected and promised.

Quality. The quality of the product or service meets the customers requirements.

Reliability. The quality of the product or service meets the customers requirements every time it is provided.

Courtesy. The service that is provided to the customer is friendly, effective, efficient, and focused on keeping the customer happy.

Learning Point 40

52

Problem-Solving Factoids

Customers dont want to near about

problemsthey want to hear about

what your product or service can do

for them. Presenting nothing but

problems to a customer will very

likely drive them away.

Customers dont want to be burdened with hassles that can be resolved

without their involvement. They have

enough of their own problems without

you adding to them.

Providing problem-free customer service requires more effort. If you dont

provide hassle-free service, someone

else will.

Solving one problem might help resolve other problems.

There might be some problems that are

necessary to share with the customer.

This can be a judgment call. There might

be certain situations or circumstances

where it is necessary to tell the customer

that a problem exists. But it is equally

important even in these circumstances

to develop and implement corrective

action to resolve the problem.

Learning Point 41

53

Building Customer Confidence

Of course, no call center is perfect, but you need to be the very best you possibly can be when you provide services to your customers. Your customers dont really expect you to be perfect in the services you provide for them, but they do want you to try to do your best. In other words, they want you to try to be as perfect as you can. Customers will tolerate your imperfections if they know you are trying and will understand the limitations you might have to being perfect all the time. It is not necessarily perfection that customers demand, but the pursuit of excellence that gives them confidence in you.

Learning Point 42

54

Customer Confidence Tips

Educate your customers about your business. Give them a better under-standing of some of the daily challenges you must face.

Help the customer understand what some of the quality issues are that you must resolve before your product or service is delivered to them.

Let the customer know what quality checks are in place to ensure that the level of quality they expect from you is received.

Let the customer know in advance if you anticipate any quality problems so that they can be better prepared for these occurrences.

Do everything you can to correct any problems that exist as quickly as possible.

Learning Point 43

55

Hitting the Target

How close to perfection do you come on the target below in gaining your customers confidence in your ability to provide the best possible quality services and/or products? Mark both where you would place your current performance and where you would like to be in the future.

Goals: Perfection = Zero mistakes

Meeting Quality Standards = Consistently conforming to customers requirements

Corrective Action Process = When a mistake or problem exists, Actions are taken to prevent the problem from reoccurring again in the future

Problem Solving = Problems are corrected as they occur

Learning Point 44

56

Customer Confidence Factoids

Perfection might not always be

possible, but it needs to be the goal

you are constantly striving to reach.

Customers have high standards

for quality products/services and

customer service. You need to do

everything you possibly can to

meet these standards.

Your customers will understand if

you are not always perfect if you

give them confidence that you will

take corrective action to address

any problems that might exist.

Learning Point 45

57

Part 3: Tools of the Trade

Key Learning Points

1. Using the wrong tool for your job can be disastrous for both you and your customers. A. True B. False

2. It is unrealistic for customers to expect not to have any problems when

buying from you. A. True B. False

3. If you dont provide problem-free service to your customers, someone else

will. A. True B. False

4. The customer needs to know all the problems you have to deal with to be of

service to them so that they will appreciate your efforts. A. True B. False

5. Your customers dont really expect you to be perfect all the time in the

services you provide for them, but they do want you to try to do the best job you can. A. True B. False

Learning Point 46

58

Part 3: Tools of the Trade

Key Learning Points (continued)

Correct Answers 1. A. True. Using the wrong tool could cause you to provide bad information,

send goods or services to the incorrect addresses, and can ultimately cause you to lose customers.

2. B. False. Customers deserve to have problem-free service when they buy

your product or service. It is your job to ensure to the best of your ability that this is the case.

3. A. True. There is always going to be someone else who would love to get

your customers business. They will do everything possible to provide problem-free service to your customers if you give them the opportunity.

4. B. False. Although it can be argued that customers do need to be informed

of certain problems that occur when providing service to them, there are many other problems that they just dont need to be bothered with.

5. A. True. Customers will tolerate your imperfections if they know that you

are trying and will understand the limitations confronting you when you try to be perfect all the time. It is not necessarily perfection that customers demand, but the pursuit of excellence that gives them confidence in you.

59

Part 4:

Working in Customer

Service Teams

This page intentionally left blank

61

Teamwork

A member of any team has a responsibility to him- or herself and to his or her teammates. A team's performance is made up of the results of each member's individual performances. Each team member must strive to do their best to reach their own goals and personal performance standards. Teamwork can help take an individual to higher levels of performance by the support other members provide one another. Each person must perform to the best of his or her abilitynot just for themselves, but also for the team. Most important to a work team is that each person supports the team and con-tributes to its success in whatever way he or she can. Work teams often seek to find better ways of getting the job done than the inefficient methods of the past. Work teams use the talent and expertise of each of its members. A member of a work team must have the same kind of commitment as that of a player on a sports team striving to become champions. Both an athlete and a member of a work team must work hard to reach their goals and ultimately be better than the competition in order to be successful.

Learning Point 47

62

Synergy

2 + 2 > 4

Synergy is one of the greatest benefits of teamwork. Synergy means that the combined efforts of the team are greater than the individual efforts of its members. With synergy, 2 + 2 > 4. In other words, two peoples efforts plus two more peoples efforts equal a result much greater than that of what four people could accomplish working independently.

Learning Point 48

63

Teamwork Tips

The more ways you can find to create teamwork in your work group, the greater the results you will achieve.

By gaining the insight and experience of more people, you can create better ways of getting the job done.

Everyone must contribute to the success of the team in order for the group to be successful.

Learning Point 49

64

Teambuilding Exercise

Select from this list the correct answer for each of the following questions. The correct answers follow this exercise.

Training Synergy Standards Boundaries Consensus Strategy Diversity Listening Change

Continuous improvement Competition Cross-functional Accountability Paradigms Commitment Collaboration Recognition Feedback

Measures Conflict Support Mission Customer focus Trust Growth

1. _______________ means that everyone agrees on what the team

should do.

2. _______________ means working together toward a common goal.

3. When team members are _______________, they are ready and able to perform a variety of the functions of the team.

4. _______________ provides the instruction, information, experience, and opportunity for team members to improve their job-related skills.

5. What is the greatest communications challenge? _______________

6. _______________ means accepting personal responsibility for the performance and results of a particular function of the team.

7. The providing of resources, both economic and emotional, that are needed to ensure the success of any teamwork initiative in the organization is called _______________.

8. Providing information to team members that will help them improve their performance is _______________.

9. The combining of human abilities and energies. _______________

10. A process that results in every improvement, no matter how slight, to be viewed as important to ultimately achieving the teams goals is called _______________.

Learning Point 50

65

Teambuilding Exercise (continued)

11. _______________ set limitations and boundaries for team members concerning the way they see their role on the team.

12. _______________ are requirements, rules, regulations, and goals that must be met or exceeded for the team.

13. A _______________ should serve as a roadmap to the future for everyone on the team to follow.

14. In a work setting, _______________ define the scope and responsibilities of each team members job.

15. Any struggle between people or groups to gain something of value at the expense of someone else is _______________.

16. _______________ is the constant state of things becoming different than the way they presently are today.

17. _______________ is a dedication to achieving a goal or an objective of the team.

18. _______________ on a team relates to its members acquiring new skills and abilities that add value to their contributions and potential.

19. _______________ is defined as disagreements and differences in opinions or viewpoints that people have within a team.

20. Providing positive attention in the form of reinforcement for peoples behavior and results is _______________.

21. A plan, course of direction, and operating philosophy that provide guidance for the team to reach their goals is called _______________.

22. _______________ is created when there is the feeling that this support will always be provided under any circumstances.

23. Keeping track of how the team is performing in relation to agreed-upon goals is referred to as _______________.

24. _______________ is the understanding that the teams ultimate focus must be on the customer and meeting their requirements.

25. The many and varied ways in which people are different from one another in the workplace is called _______________.

66

Teambuilding Exercise (continued)

Correct Answers

1. Consensus 2. Collaboration 3. Cross-functional 4. Training 5. Listening 6. Accountability 7. Support 8. Feedback 9. Synergy

10. Continuous improvement 11. Paradigms 12. Standards 13. Mission 14. Boundaries 15. Competition 16. Change 17. Commitment 18. Growth 19. Conflict 20. Recognition 21. Strategy 22. Trust 23. Measures 24. Customer focus 25. Diversity

67

Teamwork Factoids

Synergy is one of the most powerful

forces at work. With the help of

synergy, 2 + 2 > 4.

Greater results are achieved through

teamwork. Teamwork can create a

more productive work environment

for everyone.

Sports teams and groups of people

working together on the job share

many of the same goals for success.

each wants to be the best that they

possibly can be and beat the

competition.

Learning Point 51

68

Cubicle Neighbors

The very nature of most call center work environments requires a certain amount of teamwork on the part of all employees. Call centers are typically structured in a cubicle office setting in which customer service representatives work in close proximity of one another. This closeness requires cooperation and consideration for one another. Working together as a team will greatly enhance the ability of everyone to do his or her job effectively in this type of setting.

Learning Point 52

69

Cubicle Rules

Being a good cubicle neighbor is one way to achieve the teamwork and cooperation needed in call centers. The rules for being a good cubicle neighbor are really no different than those in the neighborhood in which you reside. There are many things that neighbors can do for one another to help and support each other. Many of the lessons we learn from the time we are growing up certainly apply in the cubicle workplace of todays call centers. Such lessons as One good turn deserves another or One hand washes the other can easily be applied in this work setting. This is just another situation where the Golden Rule certainly applies. You need to treat your neighbor exactly as you would hope and expect to be treated yourself. It is also important to respect each others personal space even though the borders between one another might be very close and unclear at times. You also need to respect each others privacy, although it might be hard or even impossible not to overhear what is being said just a few feet away from you.

RRRReeeessssppppeeeecccctttt eeeeaaaacccchhhhooootttthhhheeeerrrr''''ssss pppprrrriiiivvvvaaaaccccyyyy

TTTTrrrreeeeaaaatttt yyyyoooouuuurrrrnnnneeeeiiiigggghhhhbbbboooorrrr aaaassssyyyyoooouuuu wwwwoooouuuullllddddhhhhooooppppeeee ttttoooo bbbbeeeettttrrrreeeeaaaatttteeeeddddyyyyoooouuuurrrrsssseeeellllffff

HHHHeeeellllpppp aaaannnnddddssssuuuuppppppppoooorrrrtttt yyyyoooouuuurrrrnnnneeeeiiiigggghhhhbbbboooorrrr

Learning Point 53

70

Be a Good Neighbor

Think of ways in which you can help your co-workers in the cubicles next to or near where you work. Provide support and resources to one another. Help one another serve your customers the best way you possibly can by working together. Be a good neighbor both at work and at home, and everyone will benefit as a result.

Learning Point 54

71

Cubicle Neighbor Tips

Treat your neighbor in the cubicle next to you the same way you wish to be treated yourself.

Respect the personal space of your cubicle neighbor even though the boundaries might often be unclear.

Respect the privacy of your neighbor as much as possible.

Use the close proximity of co-workers in the call center environment to help and support one another.

Learning Point 55

72

Good Cubicle Neighbors Exercise

What are some ways in which you can help your cubicle neighbor and vice versa?

In what ways would being a better neighbor with the people in the cubicles next to you help you do your job better?

What are some other benefits of being good cubicle neighbors with one another in your call center?

Learning Point 56

73

Good Cubicle Neighbors Exercise (continued)

How can you work each day by following this motto?

Be a goodcubicle neighbor.

74

Cubicle Neighbor Factoids

Customer service representatives

must work closely together, typically

in sets of teams in a series of

cubicles. This can cause many

potential problems if people arent

courteous of one another in these

close work settings.

Being a good cubicle neighbor

involves respect, consideration,

resource sharing, knowing each

others boundaries, and most

importantly, teamwork.

The Golden Rule applies as much

to people working in a call center

environment as it does in any other

situation.

Learning Point 57

75

Information Sharing

Call centers are all about information and sharing this information with customers. Customers call the centers to receive information or to give information about something they want and need. Customer service representatives can help each other by sharing information concerning customers, product or service updates, trends, recent changes, new developments, and even the latest gossip. Sharing information is much like the old adage, You have to give to receive. In other words, the more information you share with others, the more you will receive in return.

Learning Point 58

76

Outdated Information

Information is the most important aspect of any business, especially a call center. It must be kept absolutely current and accurate, and any changes need to be communicated to others as quickly as possible. In the business of call centers, keeping information current can be one of the greatest challenges you face. Outdated information can cause big problems for not only your customers, but for yourself and co-workers. It is like reading yesterdays newspaper for current information; it just doesnt work. The more you can work together as a team to ensure that information is current and accurate, the easier your job will be and the fewer problems you are likely to encounter.

Learning Point 59

77

Information Tips

Information in a call center is valuable. Treat it with respect and protect it as much as possible.

The more information you share, the more you will receive.

Information must be current and accurate to be useful. Make sure you have the latest information.

Learning Point 60

78

Information Sharing

Word Search Exercise

Find the following words relating to information sharing below:

Document Communicate Sharing Current Develop

C D R O W E P E E X U T O

H O X G E G Q G U P W T M

J C M V L V S S I X S F D

N U Y M C D E W N C V G I

X M A X U D R D F E E W Y

U E S C R N V J O H E D A

W N C W R S I V R S A E U

Q T O Y E X C C M B D V B

G C Q Q N B E H A A W E M

D X E S T E A Z T T P L O

C K D W P E O S I R E O Y

D G R Y T Y U O M O G P W

Y R Y I S H A R I N G V U

Learning Point 61

79

Information Sharing

Word Search Exercise (continued)

Correct Answers

C D R O W E P E E X U T O

H O X G E G Q G U P W T M

J C M V L V S S I X S F D

N U Y M C D E W N C V G I

X M A X U D R D F E E W Y

U E S C R N V J O H E D A

W N C W R S I V R S A E U

Q T O Y E X C C M B D V B

G C Q Q N B E H A A W E M

D X E S T E A Z T T P L O

C K D W P E O S I R E O Y

D G R Y T Y U O M O G P W

Y R Y I S H A R I N G V U

80

Information Sharing Factoids

By working together as a team, you

can help ensure that information

is kept current and accurate.

Information can become outdated

very quickly. This causes problems

for not only your customers, but for

yourself and co-workers as well.

Information is the lifeblood of a call

center. Protect and nurture it at all

times.

Learning Point 62

81

Part 4: Working in Customer Service Teams

Key Learning Points

1. Teamwork can help take an individual to higher levels of performance by the support other team members provide. A. True B. False

2. Sports teams and groups of people working together on the job share many

of the same goals for success. A. True B. False

3. Which of the following would be good rules for cubicle neighbors to follow?

A. One good turn deserves another. B. One hand washes the other. C. You need to treat your neighbor exactly as you would hope and expect

to be treated yourself. It is important to respect each others personal space even though the borders between one another might be very close and unclear at times.

D. You need to respect one anothers privacy, although it might be hard or even impossible not to overhear what is being said just a few feet away from you.

E. All of the above. 4. Information must be kept absolutely _______ and _______.

A. Current, accurate B. Secret, restricted C. On an as-needed, need-to-know basis D. Lost, found

5. Information is the lifeblood of a call center: Protect and nurture it at all times.

A. True B. False

Learning Point 63

82

Part 4: Working in Customer Service Teams

Key Learning Points (continued)

Correct Answers 1. A. True. Teamwork creates synergy, allowing groups to achieve greater

accomplishments than individuals could working independently. 2. A. True. Each wants to be the best they possibly can be and beat the

competition. 3. E. All of the above. Each of these answers would be good ways to be a

good cubicle neighbor. 4. A. Current, accurate. If information isnt kept current and accurate for your

customers, it might cause more harm than good.

5. A. True. Information is the most important resource that a call center possesses.

83

Part 5:

Call Center Customer Relations

This page intentionally left blank

85

Reputations

There are certain types of reputations that even money cant buy. No print, radio, or television advertisement can even begin to compare to the influence of this type of message to potential and existing customers. This kind of advertisement affects the image of the call center and what others say about them. Of course, paid advertisements might influence the call centers image, but these cant completely control what the outside world thinks. This is something that is based more on the actual experiences that others have dealing with the call center.

Learning Point 64

86

Advertisement Money

Cant Buy

No amount of paid advertisement can make up for the damage that even one dissatisfied customer can create. Similarly, there is no greater positive influence than that of a completely satisfied customer. In either circumstance, the customer will tell others about their experiences dealing with you and they will in turn tell others. It is amazing just how quickly news such as this spreads throughout the business community and even around the world.

Learning Point 65

87

Reputations Tips

Remember that how you deal with customers is the most influential form of advertisement that you will ever create.

No matter how much money is spent trying to change the publics opinion of your call center, how you treat customers will ultimately create their impression of you.

Actual experiences have the strongest influence on your customers than any advertisement.

Word spreads fast. Make sure you are giving customers the type of service that they will say positive things about.

Learning Point 66

88

Reputations Exercise

What do you believe are the unpaid advertisements that might be circulating around about your call centers ability to service your customers?

What can you do to influence these advertisements in the future?

If the way you treated customers was written in an advertisement, what would it say? Write that advertisement below:

Learning Point 67

89

Reputations Factoids

Learning Point 68

You cant make up for poor quality or

service by paying for advertisements

that try to portray the call center or

organization you work for in a more

positive way.

There are some things that even

money cant buy. These include

reputations, customer satisfaction,

and quality.

A dissatisfied customer can be the

worst advertisement in the world.

90

Customer Expectations

Customers rightfully expect to receive quality service and/or products when they call into a call center. If they receive anything less, they are not getting their hard-earned moneys worth. Not only does this affect the reputation of the business, but it causes problems for the customer who put his or her trust in the call center to meet their needs.

Learning Point 69

91

Customer Problems

How you respond to a customers problem that is causing him or her to be upset will determine if you will ever get their busi-ness again in the future. In many ways, an upset customer presents you with your greatest customer relations challenge. Your goal should be to turn this upset customer into a satisfied one who will want to continue to do business with your call center. Your customers problem needs to become your problem, one that you want to have fixed right away. When dealing with an upset customer, you must resolve his or her problems as quickly and effectively as possible. This might involve doing a number of things to correct the problem, including providing both short-term and long-term solutions.

Short-term solutions might involve replacing a defective product or providing additional service to the customer to correct the problem. Long-term solutions might involve taking corrective Action to prevent the problem from reoccurring to the customer in the future. For example, say a customer didnt receive something he or she ordered. The short-term solution would involve sending the customer a replacement product. The longer-term solution would be to find out why this mistake was made in the first place and taking Actions to correct the problem. This way the customer will be assured that the next time he or she orders something from the call center that it will be sent to the right place. This will make the customer feel better about doing business with your call center and be less upset about the problem.

Learning Point 70

92

Upset Customer Tips

Hear the customer out. Listen carefully to why the customer is upset.

Let the customer know that you are concerned and prepared to try to resolve the problem.

Take Action to resolve the problem.

Follow up to ensure the resolution has been implemented.

Thank the customer for his or her patience.

Learning Point 71

93

Dealing with Upset Customers Exercise

Identify each of the following responses as being either acceptable (a) or unaccept- able (u) to an upset customer. Place an a or a u in front of each statement.

I am sorry sir, but we simply cannot accept a return without a receipt. If that is a problem for you, you will just have to talk to someone else. I cant change the rules for you.

I am sorry you had to wait so long to be connected. This is a very busy season for us. You cant expect us to answer every call on the second ring this close to the holidays. You should have called earlier.

I did double check as you requested and Im afraid that we are all out of that style right now, and it will take at least six weeks for more to come in. Can I suggest some other alternative products that might also work for you?

Youre right, I dont like my job very much and I cant wait to get out of here as soon as the holidays are over! And its having to deal with people like you that make me hate it so much.

Yes, I can certainly let you talk to my supervisor. Maybe she will be able to help you with your problem. I am sorry that I wasnt able to correct this situation. I hope you are able to get everything resolved. Please hold on while I get her.

Yes, you should have received that order by now. There obviously is something wrong here. I will put a trace on that delivery, and in the meantime, I will send a new order out to you right away. Let me make sure that I have your correct address.

Madam, if you would just let me get a word in, maybe I could solve your problem. Yelling at me isnt going to get anything accomplished.

I am sorry, but you ordered that before the prices went down. I guess youre just out of luck. Have a nice day. Goodbye.

You can return it within 30 days for a full refund, but after that you can only get a credit return. I am sorry that you misunderstood this policy when you originally ordered the product. However, we do have many products available; perhaps I could suggest something else that would work for you just as well.

Learning Point 72

94

Dealing with Upset Customers Exercise (continued)

Correct Answers

u

I am sorry sir, but we simply cannot accept a return without a receipt. If that is a problem for you, you will just have to talk to someone else. I cant change the rules for you.

u

I am sorry you had to wait so long to be connected. This is a very busy season for us. You cant expect us to answer every call on the second ring this close to the holidays. You should have called earlier.

a

I did double check as you requested and Im afraid that we are all out of that style right now, and it will take at least six weeks for more to come in. Can I suggest some other alternative products that might also work for you?

u

Youre right, I dont like my job very much and I cant wait to get out of here as soon as the holidays are over! And its having to deal with people like you that make me hate it so much.

a

Yes, I can certainly let you talk to my supervisor. Maybe she will be able to help you with your problem. I am sorry that I wasnt able to correct this situation. I hope you are able to get everything resolved. Please hold on while I get her.

a

Yes, you should have received that order by now. There obviously is something wrong here. I will put a trace on that delivery, and in the meantime, I will send a new order out to you right away. Let me make sure that I have your correct address.

u

Madam, if you would just let me get a word in, maybe I could solve your problem. Yelling at me isnt going to get anything accomplished.

u

I am sorry, but you ordered that before the prices went down. I guess youre just out of luck. Have a nice day. Goodbye.

a

You can return it within 30 days for a full refund, but after that you can only get a credit return. I am sorry that you misunderstood this policy when you originally ordered the product. However, we do have many products available; perhaps I could suggest something else that would work for you just as well.

95

Upset Customer Factoids

Learning Point 73

Failing to try to resolve a customers

problem or concern will almost

certainly ensure that he or she

never does business with the call

center again.

You need to do whatever is

reasonably possible to resolve

customers problems and concerns.

If certain policies and practices

potentially cause customers to

become upset, these should be

communicated so that everyone

understands them.

Customer problems are actually

opportunities to regain the trust and

confidence of that customer. This

will have a tremendous influence in

determining if the customer will ever

do business with the call center

again in the future.

96

Building Tomorrows Business

It is important to look forward to tomorrows business as well as todays. You need to build on the relationship you have established with your customers to develop future business. You have already proven yourself as a reliable and quality supplier to the customer, thus reducing many of the risks and hassles for them of beginning a new business relationship. This can be a very important selling point to your customers as they decide where to take their business in the future.

Learning Point 74

97

Become a Sure Bet for Success

Build on your past with your customers to develop future successes by providing the very best service you possibly can. This can be far more reliable than many of the promises and claims they hear from someone they have never done business with before. You are a sure bet. Give your customers a reason to want to call you again. Make the service you provide to your customers memorable. Give your customers the service they want and deserve and they will come back time and time again.

Learning Point 75

98

Building Tomorrows Business Tips

Every success you have with your customers can become a selling point for future business.

You need to find ways to make the customer want to continue to do business with you in the future.

You have the advantage over other potential suppliers in that you have already proven to be a quality and reliable supplier.

Let the customer know that you appreciate their business and ask them to continue to call the center in the future.

Learning Point 76

99

50 Ways to Get Your Customers

To Call Again Exercise

Highlight or mark your Top 10 List from the list of 50 ways to help ensure that your customers keep calling you again in the future with continued business.

50 Ways to Get Your Customers to Call Again

1. Meet customers requirements. 2. Do what you say you will do. 3. Listen carefully. 4. Be reliable. 5. Be consistent. 6. Pay attention to details. 7. Say thank you. 8. Ask the customer to call again. 9. Deliver the goods.

10. Be courteous. 11. Be empathetic. 12. Be trustworthy. 13. Dont rely on gimmicks. 14. Know the product. 15. Know pricing information. 16. Understand policies. 17. Be tolerant. 18. Explain. 19. Dont get mad. 20. Exceed expectations. 21. Innovate. 22. Know your business. 23. Save the customer money. 24. Dont waste the customers time. 25. Be positive. 26. Be proactive. 27. Appreciate your customers.

28. Understand the customers perspective.

29. Add value to the process. 30. Build customer loyalty. 31. Be professional. 32. Create incentives. 33. Reduce hassles. 34. Save steps. 35. Expedite. 36. Always be honest. 37. Remember: The customer is

always right. 38. Honor commitments. 39. Follow up. 40. Dont pressure customers. 41. Have contingencies. 42. Offer suggestions. 43. Reduce red tape. 44. Take care of the little things. 45. Have integrity. 46. Take pride in your work. 47. Make customer service your top

priority. 48. Take corrective Action. 49. Refer to the customer by name. 50. Treat customers the way you want

to be treated.

Learning Point 77

100

Building Tomorrows Business Factoids

Learning Point 78

A proven supplier is better than any

promise that an unknown supplier

can make to a potential customer.

Customers dont like surprises,

particularly when it comes to poor

quality and service. They would

much rather deal with a supplier who

is a sure bet when it comes to these

important factors.

Future business is the real lifeblood

of any business. Begin building it

every day.

101

Part 5: Call Center Customer Relations

Key Learning Points

1. There are certain kinds of advertisements that even money cant buy. These advertisements might be either positive or negative to the rest of the world. A. True B. False

2. A call center can simply change their public image by purchasing paid

advertisements to cancel out any damaging effects of these unpaid advertisements. A. True B. False

3. The best form of advertisement is a satisfied customer.

A. True B. False

4. An example of taking a short-term measure to deal with a problem that a

customer might be experiencing would be: A. immediately replacing the product or service the customer purchased. B. telling the customer that there is nothing you can do to correct the

problem. C. telling the customer that a solution to the problem is currently being

worked on and he or she will just have to be patient until the situation is corrected.

D. telling the customer just to live with the problem. 5. There are at least 50 ways to get your customers to call back again in the

future. A. True B. False

Learning Point 79

102

Part 5: Call Center Customer Relations

Key Learning Points (continued)

Correct Answers 1. A. True. There are forms of advertisements that cannot be bought,

regardless of how much money someone might spend. These advertisements might project positive images to the public, but also might involve negative ones as well.

2. B. False. Even paid advertisements sometimes cannot change the publics

perceptions created by these unpaid advertisements. 3. A. True. Satisfied customers tell other people about their positive

experiences, which can be the best advertisement you could ever have. 4. A. immediately replacing the product or service the customer

purchased. Even though this will not prevent the problem from reoccurring, it solves it for the customer at least at this point in time.

5. A. True. See the list of 50 ways in Learning Point 85 and there are many

more for you to discover as you work together with your customers to provide the best service you possibly can.

103

Post-Course Assessment

This post-course assessment provides you with the opportunity to measure your skill building and learning concerning call center service. Compare your results on this activity with how your results were in the pre-assessment in Learning Point 1. 1. What three words are most important in dealing with customers calling into

your call center? A. Profit, earnings, sales B. Service, service, service C. Time, work, shifts D. Problems, solutions, returns

2. You can listen at a rate of about _______ words per minute, but most normal

conversation is at _______ words per minute. A. 800, 150 B. 1500, 50 C. 2000, 25 D. 3000, 10

3. Building rapport with your customers is important because it:

A. helps set the stage for business discussions to follow. B. makes the customer feel more comfortable with you. C. relaxes the customer and gives him or her more confidence in you. D. All of the above

4. Learning more about the typical profile of a customer of the call center will

help you: A. understand your customers needs. B. keep your customers business. C. Neither A or B above D. Both A and B above

5. Customers will respond not only to what you say, but how you say it.

A. True B. False

6. If you have only one tool for dealing with customers, you tend to see the

solution to every problem the same way. A. True B. False

Learning Point 80

104

Post-Course Assessment (continued)

7. Problem-free customer service involves: A. being on-time. B. no surprises. C. quality. D. reliability. E. courtesy. F. All of the above

8. Your customers expect you to be perfect all the time.

A. True B. False

9. Synergy means that the combined efforts of a team are greater than the

individual efforts of its members. Which of the following is an example of synergy? A. A team solves a difficult problem by its members brainstorming possible

suggestions that results in a solution being discovered. B. A customer service representative at a call center asks several co-

workers for help to solve a customers problem. C. Both A and B

10. How are sports teams and teams of people working together at a call center

similar? A. Both want to be the best they possibly can be and beat the competition. B. Both want to improve their skills to perform better and better in the

future. C. Both are focused on achieving increasingly challenging goals. D. All of the above

11. Which of the following would be a good rule to follow when working with your

co-workers in a call center environment? A. Respect your co-workers personal space. B. Respect your co-workers privacy as much as possible. C. Treat your cubicle neighbors as you would want to be treated yourself. D. All of the above

12. One of the most important resources to a call center is which of the

following? A. Closeness to public transportation B. Information C. Parking D. Availability of shopping nearby E. None of the above

105

Post-Course Assessment (continued)

13. Money cant buy a call centers reputation. It must be earned one customer at a time. A. True B. False

14. Resolving a customers problem should involve which of the following?

A. Both short-term solutions and long-term corrective Action B. Costly and inexpensive Actions C. Practical and impractical answers D. Popular and unpopular decisions

15. Which of the following are ways to ensure that your customers call you again

in the future? A. Meet customers requirements B. Do what you say you will do C. Listen D. Be reliable E. Be consistent F. Pay attention to details G. Say thank you H. Ask the customer to call again I. Deliver J. Be courteous K. All of the above

10