presentation on week 6 group members: valerie chen dairong loh chiau ru selene chow xue ling hong...
TRANSCRIPT
PresentationOn
Week 6
Group Members:Valerie Chen Dairong
Loh Chiau RuSelene Chow Xue Ling
Hong Shi YingOng Xiu Xian
Ng Tse Hsiung
Introduction• Definition of Service Recovery:
– A process that identifies service failures, effectively resolves client problems, classifies their root cause(s), and yields data that can be integrated with other measures of performance to assess and improve the service system.
Importance of Service Recovery
• Word of mouth for dissatisfied clients spread 5 times faster than word of mouth for satisfied clients.
• Costs of acquiring a new client are higher than the costs of retaining a client.
Importance of Service Recovery
• If service recovery was not introduced to satisfy and retain our dissatisfied clients:
– Current sales dollars would be lost– Reputation, goodwill and trust would be lost
– Jobs would be lost (no customer, no business, thus, retrenchment)
– Future business would be lost (loss of customer networks)
Service Recovery Process
CSO Listen and Acknowledge the Problem
Investigate the problem
Apologize for the problem
caused
Compensate the client or provide upgrade to the
client
Lay out the alternative options or
solutions for the client
Client Calls In
Client Complain
Client’s Fault
Our Company’s Fault
Do not accept the solutions
Accept the solution
Call End
Service Recovery
Lay out another alternative options or
solutions or negotiate with
clients
Explain the findings
5 Scenarios and Responses
• 1st complaint scenarioال General Manager of North East Community
Development, had organized a family trip in Phuket with Costello Solution for the residents living in Tampines. However, on the day of departure the residents found out that Phuket had been hit by massive tidal waves. Therefore, they demanded a refund from the General Manager, but Mr. Lee found out that Costello Solution’s policy does not provide refund for the client for cancellation. Hence, Mr. Lee decided to complain.
• 1st Scenario Responses√ Explain that most of the expenses for the
trip had been paid√ Alternative solution is given
Postpone the trip to another day that suit the residents with the validity period of 6 months
Pay another additional charge of $100 per person for a trip to the regional area that is not affected by the tidal waves such as Bangkok or Chiang Mai
5 Scenarios and Responses
• 2nd Complaint Scenarioال Costello Solution is managing a
heritage tour for all the primary 4 students in Fuchun Primary School. The itinerary for the heritage tour consists of Chinatown, Little India, Kampong Glam, Fort Canning Park and Asian Civilizations Museum. On that particular day, trip to Fort Canning Park which was part of the itinerary was cancelled with notification due to the rain. The person-in-charge from Fuchun Primary School was unhappy about that and decided to complain.
5 Scenarios and Responses
• 2nd Scenario Responses√ The Fort Canning Park was cancelled due
to rain√ The teacher who had accompanied with
the students was notified and had agreed to translate the information to the person-in-charge
√ The teacher was told that the trip to Fort Canning Park will be postponed to another day which we will coordinate with the school and fix on a suitable day
√ Explain that it is a misunderstanding
5 Scenarios and Responses
• 3rd Complaint Scenarioال Mr. Khoo was a Forum Trading Pte Ltd
Company’s Executive management team manager. He is also one of our members. On the 8th May, he wanted us to manage a dinner and dance for their company which was held on the 19th June. A misunderstanding took place and we organized the dinner and dance on the 16th June.
5 Scenarios and Responses
• 3rd Scenario Responses√ Explain that it is a misunderstanding√ Provide alternative solutions
Postpone the dinner and dance to another day that suit the staff’s schedules
Giving a complementary one day stay at our Costello Solution Resort
5 Scenarios and Responses
• 4th Complaint Scenarioال Mr./ Mrs. Jo was the management team
from Merry Enterprise. One week before the event, food testing trial had been done with the representatives, but he/ she was unhappy and would like to complain about the food that we had helped to cater for their company function which was held at Grand Hitch. At the same time, he/ she demand for free gift.
5 Scenarios and Responses
• 4th Scenario Responses√ All the food catered are either outsourced to
food catering company or by the venue management itself, and all the food are worth for their money
√ The food testing trial was done one week before the event with the company’s representatives and had feedback that the food is satisfactory and agreed to go ahead with the plan
√ The free gift is given upon request and was stated in the contract
√ Alternative solution is given by giving them a mini dinner gathering within the organization and would like to seek the kind attention to personally try the food and approve it
5 Scenarios and Responses
• 5th Complaint Scenario ال Client is unhappy with our company policy
as being a member of ours, she have to pay for the annual membership rate, not only this, she felt her company is being cheated as she could find a event management company which charge them a lower rate than our company, she is not getting any privileges like other companies provide. Therefore, she demanded a full refund for her membership.
5 Scenarios and Responses
• 5th Scenario Responses√ Their membership consists of the maintenance
cost of the Costello’s resort whereby all our clients and their employees could use the facilities there which is a complimentary for being our member
√ Clients had have the freedom of choice to whichever event management company they want to engage in. No contractual bond unless on a specific event.
√ Revised of charges had been done regularly so that we would not overcharge our clients
√ Telling them that ABC events planner had a 5 years contractual bond and all the company’s events must be handled by them; and 5 years was a long contract
5 Scenarios and Responses
• Experiences the different customersNiceFierce
• Experiences the different scenariosEasyDifficult
Customer Evaluation• Did the CSO use
proper greeting?
100%
0%
0%
20%
40%
60%
80%
100%
Per
cent
age
Yes No
Did the CSO use proper greeting?
• Did the CSO listen attentively?
Did the CSO listen attentively?
Yes, 96.7%
No, 3.3%
Customer Evaluation
• Did the CSO understand client’s complaint?
• Was the CSO able to provide solution or alternative solution to the client?
100%
0%
0%
20%
40%
60%
80%
100%
Per
cent
age
Yes No
Did the CSO understand client's complaint? Was the CSO able to provide solution or alternative solution to the client?
100%
0%
0% 20% 40% 60% 80% 100% 120%
Yes
No
Percentage
Customer Evaluation• Was the CSO
able to manage the conversation?
• Are you happy with the service after you have feedback about your complaint?
100%
0%
0%
20%
40%
60%
80%
100%
Per
cent
age
Yes No
Was the CSO able to manage the conversation?
Are you happy with the service after you have feedback your complaint?
Yes, 96.7%
No, 3.3%
Customer Evaluation
• What are your suggestions for improvement?
What are your suggestions for improvements?
Confidence, 25.0%
Calmness, 16.7%
Speak faster, 16.7%
Politeness, 16.7%
Fluency, 25.0%
Areas Of Strengths and Weaknesses
• Strength of our CSO♠ Proper greeting is done♠ Able to understand to client’s
complaint♠ Able to provide alternative
solutions♠ Able to manage the conversations
Areas Of Strengths and Weaknesses
• Weaknesses of our CSOℓ Unable to stay calmℓ Not confidentℓ Communication skillsℓ Tone of voiceℓ Impoliteℓ Poor listening skills
Improvements Required
• Call agents needs to improve on∂ Courtesy level∂ Speed of the speech∂ Fluency of their speech∂ Calmness when a question is asked
by the clients∂ Product knowledge so as to
improve on our confidence level
Lessons Learnt• We had learnt to
۩ Stay calm when a client asked a question۩ Tolerate with the unreasonable clients۩ Apologize when we or our company had
made a mistake۩ Work together as a team when one of the
team members is not able to provide an answer to the clients.
۩ Handle difficult clients and able to change into a satisfied clients
Objective The objectives of call review exercise is to check on the CSO consistency and also let
us hear it by ourselves and know where we have went wrong during the inbound or outbound calls. Then from these, we will learn from our mistakes and will not
do it again or coaching and retraining can be done.
Analysis on Evaluation Results
Through the graph, we can see that our CSO are using proper greeting.
83% of our CSO are able to listen attentively to our clients.
100.0%
0.0%
0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
Yes No
Did the agent use proper greeting? Did the agent listen attentively?
83%
17%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Yes No
Analysis on Evaluation Results
Alternative solutions must be provided for clients when they complaint. The graph shows that all our CSO are able to provide alternative solutions.
Having a good product knowledge can help the CSO have confidence. As shown on the graph 87% of our CSO have good product knowledge.
83%
17%
0%
20%
40%
60%
80%
100%
Yes No
Did the agent have good product knowledge
100%
0%
0%
20%
40%
60%
80%
100%
Yes No
Is the call agent gave alternative solution?
Analysis on EvaluationResults
From the above graphs, we said that our CSO are able to handle calls properly even with difficult clients as 100% of them were able to handle calls. Closing of calls were done properly.
100%
0%
0%
20%
40%
60%
80%
100%
Yes No
Was the agent able to manage the conversation?
100%
0%
0%
20%
40%
60%
80%
100%
Perc
enta
ge
Yes No
Did the agent use proper closing?
Analysis on EvaluationResults
What are the call agents' strengths?
Clear and loud voice,
35%
Sound confident/ fluency,
35%
Responsive, 5%
Polite & Sincere,
15%
Calmness, 5%
Patient, 5%
Sound confident, fluency, clear and loud voice are our strength as they took up 35% each of the total.
What are the call agents' weakness?
Delay in response,
33%
Not confident, 33%
Speak too fast, 17%
Poor pronunciation
, 17%
Weakness of our CSO is the delay of response and not confident that had rated as 17%. Delay of response may be due to unablility to do multi-tasking, lack of product knowledge or slow computer system. Not confident may be the cause of the lack of product knowledge.
Analysis on EvaluationResults
Most of our clients are happy with the volume and speed of the speech.
17%
0%
67%
17%
0%0%
10%
20%
30%
40%
50%
60%
70%
Very fast Fast Average Slow Very Slow
Rate the call attributes (Speed of speech)
0%
17%
83%
0% 0%0%
20%
40%
60%
80%
100%
Rate of the Call Attributes(Volume of the speech)
Analysis on Evaluation Form
0% 0% 0%
33%
67%
0%
10%
20%
30%
40%
50%
60%
70%
Very Dull Average ShowEnthusiasm
Rate the call attributes (Tone of Speech)
67%
33%
0%
0%
10%
20%
30%
40%
50%
60%
70%
Smooth Average Fumble
Rate the attributes (Fluency of the speech)
67% of our CSO showed enthusiasm when picking up clients’ calls. In fluency of speech, 67% of them had spoken smoothly. 83% were very polite which meant that our clients would not feel offended.
83%
17%
0% 0% 0%0%
10%20%30%40%50%60%70%80%90%
Rate of the call attributes (Courtesy level)
Analysis on Evaluation FormWhat are the call agents' strengths?
Clear and loud voice,
33%
Sound confident/ fluency,
33%
Polite & Sincere,
17%
Calmness, 17%
What are the call agents' weakness?
Delay in response, 25%
Not confident, 25%
Speak too fast, 25%
Poor pronunciation,
25%
What are your suggestions for improvements?
Speak slower, 25.0%
Fluency, 25.0%Faster response,
50.0%
The Strengths of our CSO are clarity of voice, sound confident and fluency of speech as these criteria had been rated 33% each. The weaknesses are spoke too fast, delay in response, not confident and poor pronunciation which are rated 25% each. Suggestion for improvement is faster in response, which had been rated 50%.
Analysis on Evaluation Form
100%
0%
0%
20%
40%
60%
80%
100%
Yes No
Did the agent use proper greeting?
100%
0%
0%
20%
40%
60%
80%
100%
Yes No
Did the agent state his/her purpose of calling?
100%
0%
0%
20%
40%
60%
80%
100%
Yes No
Did the agent ask for permission to continue before telling the client about the promotion?
All our CSO had used proper greeting, stated their purpose of the calling, and asked permission before continuing to explain the promotions.
Analysis on Evaluation Form
83%
17%
0%
20%
40%
60%
80%
100%
Yes No
Did the agent have good product knowledge?
100%
0%
0%
20%
40%
60%
80%
100%
Yes No
Did the agent explain the service clearly to the client?
100%
0%
0%
20%
40%
60%
80%
100%
Yes No
Did the agent use proper closing?
83% of our CSO have good product knowledge when they had been asked about the other products. All our CSO did explain the services clearly to clients and use proper closing.
Analysis on Evaluation Form
0%
17%
67%
17%
0%0%
10%
20%
30%
40%
50%
60%
70%
Very Loud Loud Average Soft Very Soft
Rate the attributes (Volume of speech)
0%
17%
83%
0% 0%0%
10%
20%
30%
40%
50%
60%
70%80%
90%
Very Fast Fast Average Slow Very Slow
Rate the attributes (Speed of speech)
0% 0%
17%
33%
50%
0%
10%
20%
30%
40%
50%
Very Dull Average ShowEnthusiasm
Rate the attributes (Tone of speech)
Most of our CSO had spoken with average volume and speed of speech. Tone of speech was rated 50% for showing enthusiasm when speaking to clients.
Analysis on Evaluation Form
83%
17%
0%
0%
20%
40%
60%
80%
100%
Smooth Average Flumble
Rate the attributes (Fluency of speech)
67%
33%
0% 0% 0%0%
10%
20%
30%
40%
50%
60%
70%
Very Polite Polite Average Rude Very Rude
Rate the attributes (Courtesy level)
83% of our CSO spoke fluently and smoothly, and 67% them were very polite when speaking on the phone.
Analysis on Evaluation Form
What are the agent's weaknesses?
Not Confient, 33%
Speak Too Fast, 33%
Delay in Response, 33%
What are the areas of improvements?
Faster response, 33%
Speak slower, 33%
More flunency in speech, 33%
What are the agent's strengths?
Clarity of voice, 33%
Sound Confidence, 33%
Polite, 17%
Calmness, 17%
Sound confident and clarity of voice had been rated 33% each for the strengths of our CSO. Their weaknesses are not confident, delay in response and speak too fast as they were rated 33% each. Improvements are faster in response, speak slower and speak more fluently.
Areas of Strengths and Weaknesses
• Strength of CSO۞Sounds confident۞Fluency of speech۞Clarity of voice۞Good tone of voice۞Good calls handling skills۞Able to give alternative solutions when
presented with difficult problems
Areas of Strengths and Weaknesses
• Weaknesses of our CSO♥Delay in responses♥Not confident♥Poor Pronunciations♥Speed of speech is too fast
Recommendations
• Increase the number of role plays• More training on product to increase
the product knowledge• More company’s activities to increase
the strong bond of the CSO as CSO also need good teamwork spirit
• More call review exercises should be done to learn from our mistakes
• Incentives program to motivate CSO
Lessons LearntLessons Learnt• We learnt
☺From our mistakes through the call review exercises
☺How to evaluate own team members’ mistakes
☺To improve our proper call etiquettes