2 learn to identify & analyze the customer’s needs & problems recognize the most common...

Customer Service & Standard Telephonic Communication

Muhammad Nabeel

2Copyright @ MAT 2012

Learn to identify & analyze the customer’s needs & problems

Recognize the most common reasons for customer complaints

Maintain special customer relationship

Use of two way communication

Core Competencies & Importance of Feedback

Standard Telephonic Conversation

Objective

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A person or organization that

buys goods or services from a store or other

business.Or, a person or

thing of a specified kind that one has

to deal with.

Who is a Customer?

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Type of customers we deal with

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The action of helping, assisting or doing work for

someone.

What is a Service ?

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Our Services Air Travel

Hotels & Accom

Car Rentals

Visa Services

Insurance

Sight Seeing

Cruise

Rail

Intl Driver’s License

Airline GSAs

Coach Tours

Meet & Assist

Meetings & Confer

Travel Money Cards

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But what is Customer Service man??

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Please write one sentence definition

of Customer Service.

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Now lets do an activity

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Customer service is the provision of service to customers before, during and after a purchase.

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Some definitions o f customer service in use today:-

“ Customer service is the ability to provide a service or product in the way that it has been promised."

“ Customer service is about treating others as you would like to be treated yourself."

“ Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer."

“Customer Service is the commitment to providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner."

“Customer service is a proactive attitude that can be summed up as: I care and I can do." 

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“Excellent customer

service is the ability of an organization to constantly

and consistently exceed the customer's

expectations.”

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“Customer service is the knowledge

delivered with care to make life easy for

the customer.”

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Some examples ofPoor Customer Service!

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Some examples ofPoor Customer Service!

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Some examples ofPoor Customer Service!

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Some examples ofPoor Customer Service!

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Some examples ofPoor Customer Service!

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Do you know why they leave?

1% Die

3% Move Away

5% Develop Other Relationships

9% Leave for competitive Reasons

14% Are dissatisfied with Product or service

68% Leave Because of Better Customer Service

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The Choice is YOURS!

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Competencies Communication

Customer Sensitivity

Decisiveness

Energy

Flexibility

Follow-up

Impact

Initiative

Integrity

Job knowledge

Service Oriented

Planning

Work Standards

Problem Solving

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The 10 Commandments Know who is the boss

Be a good listener

Identify needs

Give importance

Help them to understand your system

Help them & say ‘YES’

Apologize

Give more than expected

Get feedback

Treat them well

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Standard Telephonic Communication

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Now lets do a short role play

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Customer forms a mental PICTURE

PITCH

INFLECTION

COURTESY

TONE

UNDERSTANDING

RATE

OF

SPEECH

ENUNCIATION

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Personal Qualities Determination

Self Motivation

Sense of Humor

Self Esteem

Professionalism

Enthusiasm

Persistence

Flexibility

Quick Thinking

Thick - Skinned

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5 PHASES OF A CALL

PHASE 1

• Opening the call

• Greeting

• Introduction

PHASE 2

• Building the rapport

• Identifying Need

• Question

PHASE 3

• Collecting

• Verifying

• Information

• Paraphrase

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Things to Remember Make sure you speak clearly and are smiling as you answer the phone; also identify yourself.

Before placing a caller on hold, ask their permission first and thank them.

It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long.

Do not forget to return the call as you promised.

Do not permit the phone to ring into the office more than three times.

Always use a pleasant, congenial and friendly tone.

Never interrupt the person while he/she is talking to you.

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Things to Remember Never engage in an argument with a caller.

Before placing a caller on hold, ask their permission first and thank them.

Do not make it a habit of receiving personal calls at work.

Do not answer the phone if you are eating or chewing gum.

Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.

Learn how to handle several callers simultaneously with ease and grace. 

Return calls promptly that have been left with messages.

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Things to Remember

Always make collection calls in private and away from the patient flow or public areas.

When hanging up the phone, make sure the caller or person called hangs up first if the phone is slammed on the receiver. Otherwise, always hang up the phone, gently.

Use simple language.

Use customer’s name during the course of call.

Never say ‘ I don’t know’, ‘ We cant do’

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Things to Remember Never say ‘ That’s not my department or Job’

Never say ‘ Could you call back’

Never say ‘ we are busy right now’

No personal excuses

Never say ‘ I will make sure that he or she gives you a call’

Never say ‘ just a second’

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Handling Irate Customer The first step is to simply hear the person out

Listen Intently

Allow the customer to vent frustration

Empathizing allows you to understand another person’s motives without requiring you to agree with them.

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International Call SignsA ALPHA B BRAVO

C CHARLIE D DELTA

E ECHO FFOXTROT / FATHER

G GOLF / GOLD H HENRY / HARRY

I INDIA J JACK / JULIET

K KILO L LIMA

M MIKE NNOVEMBER / NANCY

O OSCAR P PAPA / PETER

Q QUEBEC / QUEEN R ROGER

S SIERRA T TANGO

U UMBRELLA VVICTORY / VICTOR

W WATER X XRAY

Y YANKEE Z ZULU

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Questions & Suggestions

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Thanks for your valuable

time & participation..