call centre services

Call center service

Prepared by Umair Shaikh (0972)

Sir Asher j khokar

Call center service what is call center?

A call centre is an info hub where we receive or make calls in large numbers we also call it contact zone , customer interaction services multi media centre etc.

Physically…. Is a place where a group of people handle a large number of in coming or outgoing calls.

Its service based.industry…

Service doer are called Call centre agent

Call centre executive Customer service representative

Customer service executives Customer care representative

Customer care agent Customer care executives

Purposeis to increase sales , marketing , business or profit by satisfying customer with guidance and assistance in efficient manner.

Remember…….CSRs are? Responsible professionalsNot telephone operators

EFFECTIVE COMMUNICATION is the most essential part of customer service.

.Transmission of info

. Transmission of understanding

. Use of common symbols

Face to Face communication Non verbal = 55%Voice control = 38%Word selection = 7%

Communication by telephone

Voice control = 72% (tone, volume, speed)Word selection = 28%

I can’t be an effective CSR or communicator unless, I become good listener.

LARC L = listen ( what is not said) A = acknowledge (what you heard) R = respond (with fact & solution) C = closing ( appropriately )

Identify caller’s expectations

Time management is not managingtime rather managing your lifea csr handles the time spent on call(conversation + hold + work after call) TIME

MANAGEMENT

ETIQUETTESNever underestimate the power of………..

A GENUINE THANK YOU&

A SINCERE SORRY

Keys Attitude? Positive.

keep? Smile.

say? Thank you

feel? Sorry

who are bosses?

customers…..

Customer care policy

• Rule # 1 the customer is always right

•Rule # 2 if customer is wrong reread Rule # 1.

CSRs can’t promise their customers sunny weather but can promise to hold an umbrella over them when it rains

Thank you