Download - Customer Service and Handle Complaint
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qb Call Centre
Customer Service
&
Complaint Process
Total Duration of presentation: 6 hours
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Customer Service (4 hours including 15 min break)1. Why need Customer Service?
2. Teamwork and Team Building
3. Telephone Handling & Scripts
Do and Dont
Complaint Process (2 hours)1. Handling Complaint Techniques
2. How the Customer Care Agent process thecomplaints
CONTENTS
Customer Care Operation
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What is Customer Service? It is the provision of service
before, during and after a purchase. It is a series of activitiesdesigned to enhance the level of customer satisfaction.
Increased competition It can help us to differentiate our product from
others, in the same business, as it can change the perception that aconsumer has of the company.
Greater understanding and demanding of consumers The ccustomer
demand value for their money, or they are out of the door turningtheir backs to businesses that do not deliver value. The goodcustomer service adds value!
Good customer service makes economic sense, Usually Forever.
The survival of any company is repeat business.
1. Why need Customer Service?
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How can I be a good Customer Service Server?
Ifyou understand what your customers need, you
will be able to serve them satisfactorily.
Corporate Sales Direction - Commercial Book 4
What are their needs, in term ofservices?
Following is a list of common human needs. In groups
check those that reflect the needs of your customers.
The need to feel welcome
The need for timely service
The need to feel comfortable
The need for orderly service
The need to be understood
The need to receive help or assistance
The need to feel important
The need to be appreciated
The need to be recognized or remembered
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Team is especially appropriate for conducting tasks that are high incomplexity and have many interdependent subtasks.
A team comprises a group of people or animals linked in a common goal.
2. Teamwork and Team Building
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Teamwork Exercises
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Team Building Exercises
Helium stickThe helium pole is an indoor team building
game which defies the laws of gravity and
takes an incredible amount of well coordinated
teamwork to be successful. The basic idea is
simple - lower a slim, wooden dowel to the
ground all together as a team. However, the
dowel rises into the air instead of lowering tothe ground. How can that be? The team must
work it out and find the solution. Most teams
get it, but only after several starts and restarts.
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Team Building Exercises
Toilet Paper IcebreakerFor this icebreaker game, all you willneed is a full roll of toilet paper. Theleader of the meeting takes the roll oftoilet paper and pulls off severalsquares before handing the toiletpaper to another person and asking
them to do the same.
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Once everyone in the room has taken some
toilet paper, everyone counts the number of
squares that they have and then tells everyonein the room that many things about themselves.
For example, if someone has three squares,
they share three things about themselves.
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3. Telephone Handling Etiquette
Generally telephone etiquette means we treat a customer or client the same way as we
like to be treated. Always be polite to the caller.
Process ofhandling telephone at qb Customer Care are:
1. Always use the greeting script to welcome the callers, with telling your name.
Good morning/afternoon/evening, Bophas speaking, how may I help you?
RkumhunXbsUmCMrabsYr> nagxJMxJM)aTbu)aetImanGVIeGay
nagxJMxJM)aT CYyEdrca+b)aT?
2. During the conversation try to use appropriate languages (handout Khmer & English) .i.e. please,thank you perform positive and confident manner. Check list below:
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Always Do! Never do!
Always answer the call before 3rd ring
Always say Sorry for any mistake if youhave during the conversation
Pick up the call and answer with yes,
yeah, what or ugh.
Always say thanks when the caller give
the feedback
Blame another person or department about
the issue.
Always treat the customer with respect
during the conversation.
Hang up the phone before the customer
does.
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3. Should always ask the customer if he/she still need more help beforeend up the conversation by:
Is there any else I can help you more, sir/Madam/Miss?
4. Before saying goodbye to customer, we should always thank the callerfor calling us or for using our qb services.
Thank you for calling and using our CUBE services Goodbye!
Professional manner of Call Centre Agentshould be taken into consideration:
Always be in the positive attitude
Keep emotion under control as it may impact the feeling andreaction to customer
Always keep the customer with you by listening actively,keep saying yeah or okay with showing respect andsympathy.
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Question?
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Complaint Process
1. Handling Complaint Techniques
Once a person is complaining for a reason she/he will talk and talk a lot ofthings or may not some times. Before jumping to any conclusions, learn
the facts of the situation. Look at the issue from all sides and ask theperson to explain his or her view. What we should do is:
1. Dont be defensive (dont buy into it)
2. Listen carefully and actively to what he/she is trying to tell you and note
3. Repeat to clarify the complaint to ensure you get it right as he/she toldcorrectly and apologize for the inconvenience happened. *At this state, we haveto clarify and find the information according to its category and process the complaint right to
find solution.
4. Acknowledge the persons feelings of frustration, disappointment
5. Try to solve the problem or offer alternatives when a solution is notpossible by explaining what action you will take to correct the problem
6. Thank the caller for constructive complaints to your attention or letting usknow about the problem he/she has faced.
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Customer Care Operation
How to handle complaint ofInternational Call
How to handle complaint ofMobile Internet
How to handle complaint ofMMS
How to handle complaint ofSMS
How to handle complaint ofTV streaming
How to handle other complaints
(Drive Z 200 OPERATION Customer Care Raksmey Report COMPLAINT PROCESS
2. How the Customer Care Agent process thecomplaints
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Corporate Sales Direction - Commercial Book 15
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Corporate Sales Direction - Commercial Book 16
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Corporate Sales Direction - Commercial Book 17
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