Customer Service via Technology: Enhancing Delivery and Communication

1. CHAPTER NINE Customer Service via Technology

2. LEARNING OBJECTIVES • Understand extent of technology use • Use technology to enhance delivery • Communicate via technology • Deliver quality service via telephone • Recognize impact of verbal cues • Send & receive voice mail messages

3. The Extent of Technology • How many of you have a telephone at home? • How many of you have a cell phone? • Internet access at home? • How many of you regularly use the internet for information? • Shopping?

4. To Compete Today, Companies Must: • Provide better Customer Service. - Why? As access to products becomes easier via internet, the only ways to compete are price or customer service. • Keep Costs Down in the Process - How? By using technology

5. Examples • http://www.nordstrom.com • http://www.landsend.com • http://www.subjex.com/

6. CALL CENTER OR HELP DESK • Reduce staff and costs • Increase service effectiveness • Integral part of business • Use of technology growing growing

7. TYPES OF TECHNOLOGY (1) • Automatic call distribution (ACD) system • Automatic number identification (ANI) • Electronic mail (e-mail) • Facsimile (fax) machine http://www.usaa.com • Internet call back system • Internet telephony • Interactive voice response (IVR)

8. TYPES OF TECHNOLOGY (2) • Media blending • On-line information fulfillment • Predictive dialing system • Screen pop-ups • Teletype (TTY) systems • Video • Voice recognition

9. ADVANTAGES/DISADANTAGES OF TECHNOLOGY • Organizational issues • Employee issues • Customer issues • Additional issues: Phishing & Spoofing

10. E-MAILETIQUETTE & STRATEGIES (1) • Use abbreviations and initials • Proofread and spell-check • Think before writing • Use short, concise sentences • Upper and lower case • Be careful with punctuation • Use for informal correspondence

11. Paris in the the Spring

12. E-MAIL ETIQUETTE & STRATEGIES (2) • Use for business only • Use care with information sent • USE BCC sparingly • Copy only necessary people • Get permission to sendmaterials • Be cautious with emoticons • Fill in address line last

13. FACSIMILE • Be considerate of receiver • Limit graphics • Limit recipients

14. ADVANTAGES OFTELEPHONE SERVICE • Convenience • Ease of communication • Economy • Efficiency

15. COMMUNICATION SKILLSFOR SUCCESS (1) • Speak clearly • Limit jargon, slang and colloquialisms • Adjust your volume • Speak to allow comprehension • Use voice inflection • Use correct grammar

16. COMMUNICATION SKILLSFOR SUCCESS (2) • Pause occasionally • Smile as you speak • Project a positiveimage and attitude • Wait to speak • Limit activity

17. CREATING A POSITIVEPHONE IMAGE • Continually evaluate self • Use proper posture • Be prepared • Speak naturally • Be time-conscious • Be proactive • Conclude calls professionally

18. EFFECTIVE PHONE USAGE (1) • Eliminate distractions • Answer promptly • Use titles with names • Ask questions • Use equipment properly • Use speakerphones with caution • Transfer calls properly

19. EFFECTIVE PHONE USAGE (2) • Always request to transfer • Announce transferred calls • If call receiver not available; reconnect with caller • Avoid blind transfers • Check back with holds • Thank the caller who holds • Use call waiting

20. VOICE MAIL &ANSWERING MACHINES • Manage incoming calls • Place calls to voice mail effectively • Avoid phone tag

21. TAKING MESSAGES PROFESSIONALLY • Name • Company name • Phone number • Brief message • When to return call • Time and date of call