God, grant me the Serenity to accept the things I cannot change; Courage to do the things I can; and Wisdom

to know the difference. Amen.

CRISIS Contact Center

At Your Service!

Crisis? What Crisis?

In 60 seconds, list down all the words you can think of that come before the word crisis.
In 60 seconds, write down all the words that you normally associate with the word crisis.

Crisis Connotations
A state of panic: feeling anxious, worried, fearful, disturbed, confused.

A distressful situation: being in deep water, in dire straits, in a tight predicament. A turning point: a moment of truth, crunch time, a makeor-break situation.

The Essence of Crisis

wei ji

WHY AM I HERE?
To gain basic knowledge and develop skills in order to address simple inquiries and handle calls effectively during times of crisis.

Thriver Mindset
Focus on the right thing (use your head), putting your passion in the right place (use your heart) and summoning your will to do the right thing right away (use your guts).

Satisfy Customers Needs Create a good first impression Communicate Effectively

Takeaways
Provide WOW service on every call
Demonstrate excellent product and service knowledge Provide accurate information Transmit a positive attitude to callers

Extend courteous service

Takeaways
Communicate effectively with callers
Manage calls professionally Practice proper telephone etiquette

What is Customer Service in the Contact Center?

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

Practical Needs
To have information or solutions to their current situation

Service Ladder
STEP 4: CONFIRM SATISFACTION

STEP 3: MEET OR EXCEED THE NEED

STEP 2: CLARIFY THE SITUATION STEP 1: ACKNOWLEDGE THE PERSON

Acknowledge the Customer

Greet promptly and courteously Give your full attention Use appropriate pace.

Clarify the Situation

Ask questions to determine needs Listen carefully Provide appropriate information Summarize to check understanding.

Asking Questions
OPEN
How Why When

CLOSE
Did Can Have

Who
What

Do
Will/ Would

Where

Is

Asking Questions
IF YOU NEED TO USE

Determine problems, understand requests or establish needs Ask callers to explain requests or problems; ask for more information Determine a course of action Get agreement

Open Questions

Open Questions

Both Open and Close Questions Closed Questions

Meet or Exceed the Need

If routine, act promptly.
If not routine, agree on a clear course of action Take opportunities to exceed expectations.

Confirm Satisfaction
Ask questions to check for satisfaction Commit to a follow-up, if appropriate Thank the customer.

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!

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 like any other customer

Basic Service Principles

BSP#1: Sustain and boost Self-esteem
BSP#2: Communicate with Empathy BSP#3: Involve customers in the solution

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.

Basic Service Principle #1

(continued)

Treating the customer with respect and helping them feel good about themselves Giving indications that what they say and do are important to you Treating the customer as an important person Praising and complimenting when appropriate Showing your appreciation Being polite and courteous Being specific and sincere.

Basic Service Principle #2

Communicate with empathy What is Empathy? Understanding what the person says Understanding how the person feels Putting yourself in someone elses shoes.

Basic Service Principle #2

(continued)

Taking time to hear what the customer is saying Showing you understand his or her feelings Listening actively for facts and signs of how the person feels Responding to facts and showing empathy for the customers feelings.

Basic Service Principle #3

Involve customers in the solution
When appropriate, involve the customer in the interaction By asking for customers ideas, you involve them in the solution.

Basic Service Principle #3

(continued)

Know that customers sometimes look to you, a

knowledgeable and prepared representative of the company, to share your expertise Ask for ideas, even when you already have a good solution
Avoid telling or demanding.

Meeting Customers Practical Needs Meeting (or exceeding) Customers Practical and Emotional Needs

From SATISFACTION to DELIGHT!

Customer Service

WOW! Service

Theres no traffic on the extra mile

Theres no traffic here

ICE BREAKER

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

Telephone Etiquette and Its relation to WOW Customer Service

Activity

SURVEY SAYS

Employees phone skills that bother customers the most

Being uninformed
Not transferring calls properly

7
5

Not speaking clearly

Putting caller on hold without asking for permission 3 Poor Grammar 1

Employees phone attitude that bother customers the most

Not listening attentively
Answers with aggravated voice

8
6

Not answering the phone promptly

Talks to co-employees while on the phone with a caller 2 Not returning calls 1

Phrases that customers dont like to hear from a CSP

I dont know
We/ I cant do that Youll have to

15
4 1

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 seemed genuinely keen to help! Agent used clear tone and understandable language no jargon

My request was completed when they said it would be no need to call back.

10 RULES you should never break.

10 RULES you should never break.

Rule 1: Answer incoming calls quickly

(within 20 seconds or 3 rings)

Rule 2: Always identify yourself

(Use Pioneer standard telephone greeting)

Thank you for calling Pioneer. How may I help you?

10 RULES you should never break.

Rule 3: Answer with respect and enthusiasm

Rule 4: Speak Clearly and use simple and uncomplicated language.

10 RULES you should never break.

Rule 5: Listen Actively

Rule 6: Be as helpful as possible
(Never say to the customers I dont know or We cant do that)

Screening Calls
1. Explain why you ask questions.
2. Let them hear your smile. 3. Know what information you need from callers.

10 RULES you should never break.

Rule 7: Ask the customers permission before doing anything 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.

Rule 9: Return calls within the day Rule 10: End call positively

How do you deal with them?

A cknowledge the customers feelings

L isten actively & Empathize E Establish facts R ecap

T ake action

Empathy Statements
I can hear how frustrated you are. I understand how that would annoy you. Thats terrible! I understand how time-critical this is. I would be unhappy if that happened to me, too.