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Quality in conversation new 11 2012

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Alejandro Ortega
Alejandro Ortega

Quality in Conversation; the tenets of productive telephone communication. In this presentation we cover the various aspects and techniques of providing excellent customer service. We address the attributes of successful customer service representatives, research that supports the importance of communication, the different stages of call handling, the communication quirks and common courtesies of the customer service world.

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Quality In Conversation The Tenets Of Productive Telephone Communication
(C) All rights reserved
Quality In Conversation The Tenets Of Productive Telephone Communication Item 1 The puzzle pieces that make up the customers experience Item 2 Stages of Excellent Customer Service Item 3 Communication Quirks Item 4 Common Courtesies Item 5 The Scripted Advantage (C) All rights reserved
Key Piece of the Puzzle I AM PART OF THE TEAM THAT CREATES IM A WINDOW WASHER EXCEPTIONAL EXPERIENCES FOR OUR GUEST Same job, same clean windows, but Chais purpose is connected to the bigger picture (C) All rights reserved
Key Piece of the Puzzle Each team member is key to the customers experience Chai does more than clean windows , he makes me feel like a welcomed guest so I would want to return Chai is part of the customer experience (C) All rights reserved
Research WHAT you say is as important as HOW you say it Face to face communication consists of three components Words 7% Tones 38% Physiology 55% Telephone communication consists of two components Words 15% Tone 85% (C) All rights reserved
Stages of Excellent Customer Service The Tenets of Productive Telephone Communication From the opening of a call to the Stage 1 Friendly and courteous opening closing statements, every step of the way is an exercise in Create a Friendly / Courteous Climate customer appreciation. A simple and professional greeting and extension of service Simple things like greeting your Stage 2 Get the necessary information caller, clearly stating your name and allowing time for the Careful and deliberate listening sets the framework of a working customer to speak; will place you relationship and establishes respect a position to be of service, manage the call and highlights the companies level of dedication Stage 3 Mirror effect and degree of customer focus. Check for understanding, reiterate what you understood Stage 4 The proposal Propose plans of actions to address the reasons for the contact (C) All rights reserved
Stages of Excellent Customer Service The Tenets of Productive Telephone Communication Stage 5 The agreement This is where you review and explain what has been done to resolve or comply with the requests or issues. Stage 6 - Keeping the promise Make sure that you do what you said you would do. Follow up on any outstanding issue. Stages 7 - Documentation and Scripting Ensure that all customer contacts are properly Use scripts to establish consistency throughout documented the organization (C) All rights reserved
Communication Quirks The Tenets of Productive Telephone Communication vocabulary specific to a informal usage of Maintaining professionalism is particular trade vocabulary critical to emoting confidence, should only be used to should be avoided at all integrity and setting the educate and/or help the times expectations. These common customer navigate maintain communication quirts make or through the next steps professionalism break interactions and should be avoided. Jargon Slang Jargon is necessary within particular trades to ensure efficiencies. The use of jargon avoid making clicking sounds, lip smacking, etc with customers usually leads to non-verbal clues make confusion and up the majority of the misunderstanding. interaction Attitude Sounds (C) All rights reserved
Common Courtesies Putting a caller on hold and transferring calls Hold 1. Explain why 2. Ask permission 3. Put caller on hold 4. Thank the caller for holding Transferring 1. Tell the caller to whom he or she will be transferred 2. Explain why 3. Ask permission 4. Transfer the call (C) All rights reserved
Common Courtesies Heres what I CAN do When you dont know the answer: Be honest Advise the customer that you will follow up Stay in communication, even if you still dont have the answer Damage Control Be a blame buster, not a finger pointer! Listen to the issue -dont take it personally Empathy, Ownership, Assurance (C) All rights reserved
Common Courtesies Standards of Service Return voice messages within 1 to 2 hours Standards of Service Minimums Maximus Call back when you say you will Call back even if you dont have the 7:15 answer yet 6:00 When you are off, make sure to set up your voice mail and provide an alternate way to contact the company 2:00 2:33 0:45 0:03 Talk Time Hold Time Total Handle Time (C) All rights reserved
The Scripted Advantage Scripts are guides that help you stay on target Keep scripts simple, polite & to the point Consistent Message Sets the Tone Establishes Control Manages the Outcome (C) All rights reserved

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Quality in conversation new 11 2012

  • 1. Quality In Conversation The Tenets Of Productive Telephone Communication
  • 2. (C) All rights reserved
  • 3. Quality In Conversation The Tenets Of Productive Telephone Communication Item 1 The puzzle pieces that make up the customers experience Item 2 Stages of Excellent Customer Service Item 3 Communication Quirks Item 4 Common Courtesies Item 5 The Scripted Advantage (C) All rights reserved
  • 4. Key Piece of the Puzzle I AM PART OF THE TEAM THAT CREATES IM A WINDOW WASHER EXCEPTIONAL EXPERIENCES FOR OUR GUEST Same job, same clean windows, but Chais purpose is connected to the bigger picture (C) All rights reserved
  • 5. Key Piece of the Puzzle Each team member is key to the customers experience Chai does more than clean windows , he makes me feel like a welcomed guest so I would want to return Chai is part of the customer experience (C) All rights reserved
  • 6. Research WHAT you say is as important as HOW you say it Face to face communication consists of three components Words 7% Tones 38% Physiology 55% Telephone communication consists of two components Words 15% Tone 85% (C) All rights reserved
  • 7. Stages of Excellent Customer Service The Tenets of Productive Telephone Communication From the opening of a call to the Stage 1 Friendly and courteous opening closing statements, every step of the way is an exercise in Create a Friendly / Courteous Climate customer appreciation. A simple and professional greeting and extension of service Simple things like greeting your Stage 2 Get the necessary information caller, clearly stating your name and allowing time for the Careful and deliberate listening sets the framework of a working customer to speak; will place you relationship and establishes respect a position to be of service, manage the call and highlights the companies level of dedication Stage 3 Mirror effect and degree of customer focus. Check for understanding, reiterate what you understood Stage 4 The proposal Propose plans of actions to address the reasons for the contact (C) All rights reserved
  • 8. Stages of Excellent Customer Service The Tenets of Productive Telephone Communication Stage 5 The agreement This is where you review and explain what has been done to resolve or comply with the requests or issues. Stage 6 - Keeping the promise Make sure that you do what you said you would do. Follow up on any outstanding issue. Stages 7 - Documentation and Scripting Ensure that all customer contacts are properly Use scripts to establish consistency throughout documented the organization (C) All rights reserved
  • 9. Communication Quirks The Tenets of Productive Telephone Communication vocabulary specific to a informal usage of Maintaining professionalism is particular trade vocabulary critical to emoting confidence, should only be used to should be avoided at all integrity and setting the educate and/or help the times expectations. These common customer navigate maintain communication quirts make or through the next steps professionalism break interactions and should be avoided. Jargon Slang Jargon is necessary within particular trades to ensure efficiencies. The use of jargon avoid making clicking sounds, lip smacking, etc with customers usually leads to non-verbal clues make confusion and up the majority of the misunderstanding. interaction Attitude Sounds (C) All rights reserved
  • 10. Common Courtesies Putting a caller on hold and transferring calls Hold 1. Explain why 2. Ask permission 3. Put caller on hold 4. Thank the caller for holding Transferring 1. Tell the caller to whom he or she will be transferred 2. Explain why 3. Ask permission 4. Transfer the call (C) All rights reserved
  • 11. Common Courtesies Heres what I CAN do When you dont know the answer: Be honest Advise the customer that you will follow up Stay in communication, even if you still dont have the answer Damage Control Be a blame buster, not a finger pointer! Listen to the issue -dont take it personally Empathy, Ownership, Assurance (C) All rights reserved
  • 12. Common Courtesies Standards of Service Return voice messages within 1 to 2 hours Standards of Service Minimums Maximus Call back when you say you will Call back even if you dont have the 7:15 answer yet 6:00 When you are off, make sure to set up your voice mail and provide an alternate way to contact the company 2:00 2:33 0:45 0:03 Talk Time Hold Time Total Handle Time (C) All rights reserved
  • 13. The Scripted Advantage Scripts are guides that help you stay on target Keep scripts simple, polite & to the point Consistent Message Sets the Tone Establishes Control Manages the Outcome (C) All rights reserved