Refresher Training (October 2008)
- 1. Customer Service / Sales Refresher Training
- 2. Course Outline Basic Call Flow Return Policy Extended Warranty Rebates Order Process Customer Service Rare Call Scenarios Quality Communications Process Quality Evaluation Process Quality Sanctions
- 3. Basic Call Flow: Company Greeting Open the call with a SMILE! - We want to make the customer feel that we are glad to help them with whatever concern they have. “ Thank you for calling eCOST.com this is (First & Last Name) . How may I hep you today?”
- 4. Basic Call Flow: Empathy The act of understanding, being aware of or being sensitive to the feeling of others without necessarily having experienced the same incident/occurrence. In simple terms, this is often defined as putting yourself in another person’s shoes.
- 5. Basic Call Flow: Empathy In our company we value the feelings of our customers, if at any point they express feelings of dissatisfaction or inconvenience always empathize. Examples: “ I apologize for the inconvenience that this may have caused you...” “ I’m sorry to hear that you had trouble placing the order on-line...”
- 6. Basic Call Flow: Empathy Other Examples: “ I know where you’re coming from...” “ I’m sorry to hear that you had to go through all that trouble, let me assist you further…” These are just some examples for certain scenarios, you need to make sure that you use Empathy as appropriate to the current situation.
- 7. Basic Call Flow: Taking Ownership Ownership Statement Intent: To establish confidence with a customer that you are willing to assist them with the best of your abilities. Your customers call in because they require assistance with something, this is mainly because if they had other options then they would have probably resolved it themselves. Hence, the need to make them feel that they did reach the right people to aid them with their concern.
- 8. Basic Call Flow: Taking Ownership One thing to remember though is to make sure that your ownership statement is appropriate to the type of action required. 3 Action Categories : Serviceable Non-serviceable Vague
- 9. Basic Call Flow: Taking Ownership Serviceable Concern is serviceable on agent's end and can be resolved using available resources. The type of ownership statement used in this type of scenario should be absolute and affirmative. Example: “ Let me do that for you!” “ I'd be glad to assist you with your concern”
- 10. Basic Call Flow: Taking Ownership Non-Serviceable Concern requires another person or resources that are not readily available to resolve the issue. These types of concerns may take longer than usual to resolve or may require a transfer. The type of ownership statement used in this type of scenario should be absolute and affirmative but should include the next step in the process or how the issue will be resolved.
- 11. Basic Call Flow: Taking Ownership Non-Serviceable (continued) Examples: “ I'll be happy to connect you to a sales representative who can place the bulk order for you” “ Let me get your phone number so that I can schedule call back with my resolutions specialist”
- 12. Basic Call Flow: Taking Ownership Vague Concern does not have a definite resolution as of yet, may require further research or probing. The type of ownership statement used in this type of scenario should still be affirmative but does not have a definite resolution. Example: “ Let me check into that for you!” “ I'd be glad to look into your order for you!”
- 13. Basic Call Flow: Confirm Account There are pieces of information that we are required to get prior to completely resolving a customer's issue. This not only provides security but also aids us in pointing at the specific order that needs resolution. Primary Verification Customer's First & Last Name Order Number Customer's Billing Address Customer's Shipping Address (if different from BT)
- 14. Basic Call Flow: Confirm Account In some instances further verification may be required that may further direct us to the specific resolution to a customer's concern or as required by other departments to further resolve the issue. Secondary Verification Email Address Customer's Phone Number Note: The credit team may require other information in order to release an order often displayed in the order's notes.
- 15. Basic Call Flow: Active Listening Active Listening is a very important component in any customer service oriented interaction. In phone transactions most especially, giving undivided attention to our callers is of utmost importance. Rules in Active Listening Acknowledge Customer's Statements we need to make sure that we acknowledge their statements with an affirmative response that we understood what they are trying to relay.
- 16. Basic Call Flow: Active Listening Rules in Active Listening (continued) Probe to Clarify There will be instances that customer's statements are vague and may require additional probing. Make sure to use “open-ended” questions. (Not answerable by “yes” or “no” Do not make an assumption. If an assumption is made and it is incorrect, it may come across to customers that we are not listening to what they said.
- 17. Basic Call Flow: Active Listening Rules in Active Listening (continued) Paraphrase If your initial probing questions did not allow you to get the information needed from the customer, you need to paraphrase it in a much simpler form to allow the customer to understand you better. Identify the Problem Once you've acquired the information through probing, you need to filter the information and pin point the specific issue that needs to be resolved.
- 18. Basic Call Flow: Active Listening Rules in Active Listening (continued) Summarize Understanding Once you have already pin point that specific issue to be resolved it is important to tell your customer what you understood of his concern and how you intend to resolve it. One important thing to do is to take notes when you are listening to a customer, you can take bits of these notes to help you identify the issue.
- 19. Basic Call Flow: Issue Research After you have identified the issue, the next step in the call is of course to research on the information needed to resolve the customer's concern. Primary Resources EDDIE Intranet Site eCost Website Carrier Website Notes/Previous Interactions
- 20. Basic Call Flow: Issue Research There are instances when the resolution is not available in our primary resources but this does not necessarily mean that the issue can't be resolved. We have additional resources that we can reach out to. Sometimes, these issues may have to be escalated. Other Support Resolution Specialist Team Lead / Supervisor Trainer / QA
- 21. Basic Call Flow: Resolution In providing answers to our customer's concrn there are some important points to remember. Resolution: Providing Information Guidelines Ensure Accuracy and Competeness In all cases, we need to make sure that we provide complete and accurate information, changing or missing out on a resolution may result to a negative outccome. Describe Process Walk your customer through each step of the resolution if a process is involved, this allows you to make your customer an active part of the resolution.
- 22. Basic Call Flow: Resolution Resolution: Providing Information Guidelines Set Proper Expectations Provide accurate time frames and set proper expectations, we need to make sure that when we set a time frame, it should be met. If not, it may result to a customer call back and may result to the customer being frustrated. When there are instances wherein the resolution is not readily available do not hesitate to escalate and seek help from your additional support. If you are uncertain do not hesitate to ask for assistane.
- 23. Basic Call Flow: Resolution Anticipate Hidden/Future Needs Apart from resolving the customer's concern it is important to anticipate what else the customer may need in the future, since your resources are readily avaible giving them additional (related) information will help in making your customer's self sufficient.
- 24. Basic Call Flow: Web Direction Since most of our transactions are done on-line it is important that after we've resolved the customer's issue we also direct them on-line to where they can do it in the future. Make sure to help them navigat through the site. Transitional Phrases: “ You can also do this on-line, would you like me to direct you there?” “ In the future you can also do this on-line by going to eCost.com and clicking on...” “ You can also see copies of you invoice by going to th My Accounts screen and...”
- 25. Basic Call Flow: Proper Closing Proper Closing: “ Is there anything else that I may assist you with for today?” Wait for response, if customer says “no”. “ Thank you for calling eCost.om! Have a great day!” Once we've closed the call make sure that the call is properly documented.
- 26. Basic Call Flow: Transfer Procedure Transfer Procedure: Step 1: Ask Permission May I place you on hold while I connect you to the department who can assist you further? Step 2: Wait for Acknowledgment Wait for an affirmative response prior to transferring Step 3: Show appreciation
- 27. Basic Call Flow: Escalations There will be scenarios wherein customer's are requesting to speak to a supevisor. Here are some important things to remember. Escalation Guidelines Empathize Make the customer feel that you are hearing them out and that you will help them with their concern. Attempt to de-escalate make at least 2 attempts to assist the customer with his concern If de-escalation fails, prepare Order # and escalate to your reso, team lead or supervisor.