Powerpoint presentation on customer service training - travel-kmv.ru

Customer service powerpoint - SlideShare

Also confirm that their message has been received and when they should expect a response. Be apologetic to their needs and offer complete support and reassurance. However if a customer is still unsatisfied with their order offer them a replacement or refund. Messaging services can be an invaluable resource, especially when it comes to finding voice talent and making the final recordings. Use a mass-produced product. Your company is unique, and you need to make sure your customers experience that uniqueness.

Consider The performance problem is important and potentially costly to the company Employees do not know how to perform effectivelyneed to find out why Employees cannot vs. Will not demonstrate the correct knowledge or behavior Performance expectations are clear (input) and there are no obstacles to performance (no organizational/union/external environment obstacles) 13 Is training the correct solution for performance problems.

Write scripts in a conversational style. To check this, read them aloud to yourself and others. Use consistent voicing. The exception to this rule is when you inform customers to expect different voices (e.g., when using a queue jockey or employees recordings). Listening to the customer Ignore disruptions, distractions or being too fast or too slow. Concentrate on what the customer is saying to you and acknowledge what he says. Attempt to identify the need and basis of the call. Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward those to someone qualified to handle them, and to log calls. Organizational goals strategy Organizational resources Organizational climate Environmental constraints 8 Sources of Information for Organizational Analysis Strategic plan Skills inventories Climate surveys Labor-management data Exit interviews Management requests Organizational performance measures 9 Task Analysis Systematic collection of data about a specific job or group of jobs to determine what employee needs to be taught to achieve optimum performance Job analysis.