50. Comprehensive: Customer Service ppt
1 like1,510 views
The document summarizes guidelines for call center customer service representatives. It discusses the importance of focusing on the customer, making a good first impression, actively listening, paraphrasing to confirm understanding, being prompt, valuing customers' time, having a sense of urgency, admitting when you don't know an answer but finding the information, and never saying you don't know to the customer. The document also provides instructions for purchasing an instant download of the full presentation on call center customer service basics.
50. Comprehensive: Customer Service ppt
- 1. The Basics of Call Center Customer Service By VanSight
- 2. COPYRIGHT 2009 VANSIGHT division of Synbiz Solutions Pvt Ltd • No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of VanSight Division of Synbiz Solutions Pvt Ltd. The information contained herein may be changed without prior notice. • VanSight is trademark of Synbiz Solutions Pvt Ltd. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies. • Data contained in this document serves informational and educational purposes only. The information in this document is proprietary to Synbiz Solutions Pvt Ltd. • This product contains training material for English or Soft Skills or Personality Development. Synbiz assumes no responsibility for errors or omissions in this document. Synbiz does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. 2
- 3. Don’t be distracted Stop surfing or socializing and focus on your customer 3
- 4. Make a good First Impression Be everything you would expect and want to your customer as you would for yourself 4
- 5. Welcome them with your tone and greeting Let them hear your smile 5
- 6. Listen actively Use acceptance responses so they know you are listening. Repeat all critical elements so they know you understand. 6
- 7. Paraphrase Paraphrase to confirm understanding . Ask clarifying questions when necessary. 7
- 8. Be prompt Answer the phone with the designated amount of rings 8
- 9. Time is valuable Don’t be slow, You’re not a tortoise! 9
- 10. Have a sense of URGENCY! Empathize with their problems, treat them as your own, and they are important! 10
- 11. If you don’t know It is okay, it’s not the end of the world. No one knows everything… 11
- 12. NEVER, EVER say that you… It’s our responsibility to get the answers they need. 12
- 13. Purchase and instantly download this Presentation from http://vansight.net/downloads/customer-service- presentations.html 13