ccc at your service

8/3/2019 CCC at Your Service

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God, grant me the Serenity to acceptthe things I cannot change; Courageto do the things I can; and Wisdomto know the difference. Amen.


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CRISIS

Contact Center

At Your Service!


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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.


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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.


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The Essence of Crisis

wei ji


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WHY AM I HERE?

To gain basic knowledge and developskills in order to address simple

inquiries and handle calls effectivelyduring times of crisis.


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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).


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Create a

good firstimpression

SatisfyCustomers Needs

Communicate

Effectively


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Provide WOW service on every call

Demonstrate excellent product and serviceknowledge

Provide accurate information

Transmit a positive attitude to callersExtend courteous service

Takeaways


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Communicate effectively with callers

Manage calls professionally

Practice proper telephone etiquette

Takeaways


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What is Customer Service in the

Contact Center?


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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


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Practical Needs

To have information or solutions totheir current situation


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STEP 1: ACKNOWLEDGE THEPERSON

STEP 2: CLARIFY THE

SITUATION

STEP 3: MEET OR EXCEED THENEED

STEP 4: CONFIRMSATISFACTION

Service Ladder


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Acknowledge the Customer

Greet promptly and courteously

Give your full attention

Use appropriate pace.


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Clarify the Situation

Ask questions to determine needs

Listen carefully

Provide appropriate informationSummarize to check understanding.


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Asking Questions

OPEN CLOSE

How Did

Why Can

When Have

Who Do

What Will/ Would

Where Is


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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


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Meet or Exceed the Need

If routine, act promptly.

If not routine, agree on a clear course of

action

Take opportunities to exceed expectations.


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Confirm Satisfaction

Ask questions to check for satisfaction

Commit to a follow-up, if appropriate

Thank the customer.


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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!


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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


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Basic Service Principles

BSP#1: Sustain and boost Self-esteem

BSP#2: Communicate with Empathy

BSP#3: Involve customers in the solution


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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.


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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.


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Communicate with empathy

What is Empathy?

Understanding what the person says

Understanding how the person feels

Putting yourself in someone elses shoes.


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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.


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Involve customers in the solution

When appropriate, involve the customer in theinteraction

By asking for customers ideas, you involvethem in the solution.


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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.


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Meeting CustomersPractical Needs

Meeting (or exceeding)Customers Practical andEmotional Needs

CustomerService

WOW!Service

From SATISFACTION to

DELIGHT!


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Theres no trafficon the extra mile


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Theres no traffic here


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ICE BREAKER

S.P.E.L.L.IT OUT


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Telephone Etiquette and Its relation to WOW

Customer Service


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Activity

SURVEY SAYS


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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


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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


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Phrases that customers dont like to

hear from a CSP

I dont know 15

We/ I cant do that 4

Youll have to 1


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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.


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10 RULES you should

never break.


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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.


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Rule 3:

Answer with respect and enthusiasm

Rule 4:

Speak Clearly and use simple anduncomplicated language.

10 RULES you should

never break.


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Screening Calls

1. Explain why you ask questions.

2. Let them hear your smile.

3. Know what information you need from callers.


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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.


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Rule 9:

Return calls within the day

Rule 10:

End call positively

10 RULES you should

never break.


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How do you

deal withthem?


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A

L

E

RT

cknowledge the customers feelings

isten actively & Empathize

Establish facts

ecap

ake action


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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


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ccc at your service

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