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CLIENTS / CUSTOMERS’
NEEDS, PRODUCT AND
SERVICES

COMPLAINT RESOLUTION
- Allows discussion of a problem related to a product
or service provided by the organization

DOCUMENT/ORDER PROCESSING
- organizations that deal with a membership
base or process forms, orders, or applications
generally allow several ways for customers to
accomplish functions. The agent of the
organization takes the information and
completes the form for them.

INQUIRY SERVICES
- Some organizations program response to
frequently asked customer questions (FAQs)
through a system that can deliver the answer
electronically.

1. COUNSELING
This is an assistance that makes use of toll-free
telephone service designed to assist callers on
matters that may include the physical, mental,
emotional or spiritual well- being.

2. DIRECTORY
This is formerly known as "information". It is an
important resource for updated telephone lists
and skip tracing, where one can get persons'
addresses as well as their telephone numbers.

3. BOOKING
Many corporations provide services over the
telephone, such as technical support, customer
service, and direct sales. To maximize efficiency,
corporations often perform repetitive telephone
functions at centralized call centers.

4. TECHNICAL SUPPORT
Technical support help desks are heavy
users of knowledge management systems.

5. ACADEMIC INSTRUCTION
These involve online tutorial call centers and
other academic institutions which provide
academic instructions. They accommodate
agents who are capable of teaching specific
areas on a real time basis.

6. TRAVEL ADVISORIES
Travel advisory needs can be attributed to
travel bookings.

7. SALES
Providing customers with product and service
information is the main task involved in this type
of customer service.

If the agent work in sales, it is your job to
undertake administration and other office
duties that leave the sales team free to focus
on the busy business of selling.

This may include:
•Handling and answering telephone calls to
inform, update, and answer clients' concerns,
queries and complaints
•Answering tickets/emails that they get from
clients who have purchased something online.

•Processing refunds, as requested by clients,
for something they purchased online.
•Verifying validity of amount charged in the
clients' credit card accounts for something
they have purchased online.

•Research billing issues and
misapplied payments.
•Calling back customers who have left a
voicemail asking for assistance.
• Calling customers to confirm their purchases
are valid.

•Using online customer service system to
locate customer information, provide
refunds, and leave notes.
You may also come across the term "CROSS-
SELLING". CROSS-SELLING may be defined as
SELLING A PRODUCT TO THE CALLER which is
not the primary reason the caller contacted
the call center.

8. DATA GATHERING
One of the most valuable assets an organization
has is the knowledge of its employees. Capturing
that knowledge and making it available to
everyone who needs it are very difficult.
Knowledge management systems are designed to
address this need because they are essentially data
storage and retrieval systems.

1. FINANCIAL SERVICES
Online payment processing account may
cover tasks such as:
BILLING SUPPORT - A means of IMPROVING
COLLECTION ACTIVITIES.

COLLECTIONS - Have in-house (internal)
agents who call delinquent customers in an
attempt to have them pay past due accounts.
The third party agencies are the ones that then
follow up with calls and letters to collect the
debt.

2. TECHNICAL SUPPORT/ HELP DESK
Every organization that develop products
offers services for customers through a toll-free
number. Accessing information and assistance
related to assembly, use, warranty, registration,
benefits, and various other functions are
examples of these services.

3. SALES SUPPORT
The work involved in sales support depends on the size of
tearn the agent work in and the type of sales your
company focuses on.

Typically you will be:
• Processing new sales leads
• Managing the correspondence
between the sales team and their
clients
• Monitoring customer accounts

• Providing data and reports to help the
sales team
• Keeping track of sales targets

SALES SUPPORT
Consultative selling, for example, is a selling
technique that emphasizes the needs and
wants of the customers.

4. CLIENT-SPECIFIC PRODUCTS
The sale of standard products via Internet is
taking place on a large scale and is growing
fast.

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On the philippine revolution of 1896

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