Embed Size (px)
Citation preview
Basic customer Service
Way of living
Presented By: Mohamed Kareem
3
Table of Contents
• Introduction to Service Desk• Phone Etiquette• E-mail Etiquette• I.M Etiquette• customer Approach• Vibe Training
4
Introduction to Service DeskA Technical Support Line should have the following features:
Availability
Available 24 x 365, all year long.
Standardized service
Customers should receive the same level of service Quality each time they contact the support.
Efficiency
Support engineers should have high Problem identifying/problem solving skills.
5
Flow of Incident
6
Phone Etiquette
• 5 things you need to have:
Enthusiasm
PatiencePassion
Confidence
Sense Of Humor
7
Call Flow Process
• Prepare yourself– Sit up straight– Put a smile on your face– Take a deep breath
8
Call Flow Process
• Greet the Customer– Answer by second ring– Speak clearly– Undivided attention– Smile– Offer help– Use their name
10
Call Flow Process
• Listen– Listen for central idea– Listen between the lines– Control emotions– Ignore disruptions– Don’t latch onto key words
11
Call Flow Process
• Respond– Ask questions– Repeat or paraphrase– Respond with short messages– Visualize the problem or situation– Don’t tune out
12
Telephone Techniques
• Mirror the customer (in terms of speed and volume)– If the customer speaks fast, mirror the speed and
vice versa– If the customer speaks loud, mirror the volume
and vice versa but make sure your tone of voice is reaching out
13
Sticking to the process• Definition of a process
collection of related, structured activities or tasks that produce a specific service.
• A process is probably the most efficient methode.g. Testing random solutions with the customer is more likely to take more time than searching the documentation for the known solution.
• Producing a standard service levelIf everyone follows the directions, a standardized service will be produced for any customer at any time, the same level of service can be expected.
• Eventually the customers themselves will also be used to the structure of the process used in the customer support call.
14
Call Flow Process
• Get agreement (One of the following)– Solve the issue and confirm it is
resolved– Route the incident to the
second level support team– The issue is out of our scope
(Deliver the news)
17
Call Flow Process
• Conclude the Call – Smile with positive attitude– Use their name– Review plan of action– Offer further assistance– Thank you!– Be sure they are finished
18
E-mail Etiquette
• How to write a professional E-mail– E-mail content– Format– E-mail Signature– Professionalism – Beware!
When to not use email
If a discussion is becoming emotionally charged, stop exchanging emails. Speak to the person directly to clear up any misunderstandings.
Email Content
• Brevity and clarity• Try to keep each email short • Put each action or point on its own line• One topic per email • Use paragraphs (5 sentences each)
Poor Email ContentJon,Hey, I was just thinking about the meeting we had about the new workshop you were planning for next week about resume-writing. I think that we may have forgotten to include all of the students who might benefit from this workshop. There are several groups of students at the School of Public Health that were not on your list. Of course you may have added them to you list since our last meeting. Sara from the School of Public Health contacted me to ask if the students from the Epidemiology program were on our list of included students. She also wanted a list of all of the included departments from the School of Public Health. Can you send me a list of all of the included student groups? I can then send the relevant information on to Sara because she needs this information by tomorrow.
Thanks,Rachell
Better Email Content
Jon,Can you send me a list of the students included in the resume-writing workshop by tomorrow?We may have forgotten to include all of the students who might benefit from this workshop. There are several groups of students at the School of Public Health that were not on your list. Sara from the School of Public Health contacted me to ask if the students from the Epidemiology program were on our list. I will send her that information tomorrow after I get the list from you.Thanks,Rachell
Format
DON’T TYPE IN ALL-CAPS,
IT LOOKS LIKE SHOUTING
Email Signature
Mohamed Kareem IT Service Desk Support Engineer IT Service Desk IT Customer Services & Support (ITCS&S) OBS IT /Implementation and Service Management (ISM) [email protected] Want to contact the IT Helpdesk ? It’s easy … you can either Open a ticket from Web Self Service (accessible from Mytools) under the name of Genergy . Or Send us an e-mail on [email protected] if you need any update. Get help online: IT Service Desk
Professionalism
• Always spell-check before sending• Always proofread at least once!• Re-read email for other spelling, grammar and
punctuation errors.• Complete the “TO:” line last
Remember…
• Emails are permanent• Emails are searchable
• Never reply to an e-mail when you are Angry!!
27
I.M Etiquette
• Be casual• Try not to divert away from the main reason
for conversation
30
customer Approach
• Angry customer• Un-Satisfied customer
31
Angry customer
• Anger precludes rationality (left and right side brain)• The issue is not the issue• Ventilation is crucial• How?
– Never interrupt the Angry customer.– Never put them on hold unless its absolutely necessary.– Never put them on speakerphone.– Let the customer vent his/her anger, most people calm
down after they finish talking.– Give Valid promises to take action on the problem
Empathy Words to use with an Angry Customer
• We’re sorry for…..• We apologize for…..• I understand how it feels (watch car crash
commercial)
33
Vibe Training
34
Thank you
