Customer Service Manual 2013 Copy

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TABLE OF CONTENT

MODULE ONE: CUSTOMER SERVICE Introduction to Customer Service 2 Who is the Boss? 3 Who is the Customer? 3 What is Customer Service? 4 Excellent Customer Service 5 Some Interesting Customer Service Statistics 6 Customer Expectations 7 Moment of Truth 9 Moment of Magic 10 Moment of Misery 10 Attitude for Customer Service 11 MODULE TWO: EFFECTIVE COMMUNICATION Why is Effective Communication Important? 14 Elements of Communication 16 Types of Communication 17 Communication Barriers 19 Listening 19 How to Listen Effectively 20 Benefits of Listening 23 Questioning Skills 24 Types of Questions 24 Telephone Etiquette and Email Writing 26 MODULE THREE: CONFLICT MANAGEMENT AND PROBLEM SOLVING SKILLS Introduction to Conflict Management 33 Dealing with an Irate Customer 34 How to Handle Conflict 36 Problem Solving Skills 38 SUMMARY 41 CONCLUSION 42

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OBJECTIVES The objective of this programme is to equip individuals / staff with important knowledge and skills to aid them in:

Understanding the concept of Customer Service Promote customer relationships and increased sales Improve individual confidence and effectiveness The basic elements of Customer Service The service attitude, importance and Factors affecting it Understanding Effective Communication Sharpening the listening and questioning skills of participants Utilize variety of methods for managing conflict successfully Understanding the step-by-step process of solving problems

MODULE ONE

Introduction to Customer Service

“When you do a little more, you stand out a lot more” - Ron Kaufman

“A failing business thinks it costs too much to provide superior service. A successful business knows it costs too much not to” - Ron Kaufman

A man without a smiling face must not open a shop. -Chinese Proverb

Coming together is a beginning. Keeping together is progress. Working together is success. -Henry Ford

Customer service is awareness of needs, problems, fears and aspirations. -Unknown Customer service is just a day in, day out ongoing, never ending, unremitting, persevering, compassionate, type of activity. -Leon Gorman, CEO L.L.Bean Customer service is training people how to serve clients in an outstanding fashion. -Unknown

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Who is the Boss?

Who is the Customer? A ‘customer’, according to the Oxford English Dictionary is: “A person who buys;; with whom one has dealings”

That person on whom every activity of the firm is focused The person on whom the success of the organization depends The end user of the products and services provided by the organization The Customer is our Source of Money! The Customer patronizes businesses where he or she feels enthroned and

pampered Business is no business without the Customer The Customer is our lifeline. We must take care of him/her

“There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer! The customer is the person who pays everyone’s salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else. Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind – pleasing the customer.”

Sam M. Walton, CEO Wal-Mart

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LEARNING ACTIVITY ONE In groups of three write down and discuss ‘Who are your customers?’ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Customer Service The ability to provide someone with what they require, in a manner which demonstrates genuine concern and effort to satisfy their entire need.

What is Customer Service? For some it is… …When someone has gone out of their way to help my situation. …Getting what I want, when I want it. …A smile, a glow from someone.

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Excellent Customer Service Excellent customer service is not simply a smile campaign.

It is about

The quality of what you deliver constantly The quality of how you deliver it constantly

The Four Basic Things Customer Wants

Friendly, caring service:

Being interested Giving information Listening carefully Answering questions Warm friendly responses at all times especially when customers are upset or have

concerns

Flexibility:

Customer wants the person to “jiggle” the system to make it work for them. They don’t want to hear “No”

The problem with mere satisfaction is that customers expect to be satisfied.

Customers find nothing exceptional in mere satisfaction.

In fact, it is the service the customer receives, rather than the price or the quality of a tangible product that forms the determining factor in a customer’s decision on what to buy and where to purchase it.

The clear benefit is that good customer service increases customer loyalty.

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Problem resolution:

Business problems Non-business problem

Recovery:

If and when mistake is made, customer wants you to take care of it quickly and to

their satisfaction o Apology o Fix it o Extra Step o Follow up

Some Interesting Customer Service Statistics

Customer Expectations

An unhappy customer remembers the incident for 23 years and talks about it for 18 months.

White House Office of Consumer Affairs Almost 70% of customers stop

buying a product because they think the company doesn’t care.

Almost 5 times as many customers switch because of poor service than because of poor product quality or price.

When customers receive poor service they tell upwards of 20 people.

Customers will spend up to 10% more for the same product with better service.

When customers receive good service they tell 10-12 people on the average

There is a 91% chance that poor service will dissuade a customer from ever going back to a company

There is an 82% chance customers will repurchase from a company where they were satisfied.

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Customer Service Expectations Customers expect …

Accurate Information Assistance/Results Service based on honesty & consistency Prompt Service

Perception To become aware of something directly through personal contact or experience – hearing, understanding and interpreting what you see.

- Oxford Dictionary Contact/Touch Points Perception can be made at many points of contact with customers, including:

Fax or e-mail Telephone conversation with call centre Television, Print, Radio advertisements Application Forms Purchasing experience Organisational Website The Product (viewed or actually used)

GENERIC The basic product

EXPECTED The customer’s minimal

expectation

AUGMENTED Something that makes you stand out from or seem slightly different from the competition

POTENTIAL The no limits customer

service

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When the perception of the service is higher than expectations, the service is considered good, satisfactory or excellent.

This is how to WOW the customer!

Professional Qualities in Customer Service Professionals who constantly deal with customers (inside and outside the company) need to strive for certain qualities to help them answer customer needs. While there are a multitude of customer needs, these basics needs stand out:

Friendliness – the most basic and associated with courtesy and politeness.

Empathy – the customer needs to know that the service provider appreciates their wants and circumstances.

Fairness – the customer wants to feel they receive adequate attention and reasonable answers.

Control – the customer wants to feel his/her wants and input has influence on the outcome. Information – customers want to know about products and services but in a pertinent and

time-sensitive manner. Attention to Details- Noting the little things about your customer’s requests as well as

person. Quality- of what is delivered and how it is delivered;; it’s about meeting customer needs and

expectations Professionalism- displayed by staff who have a thorough knowledge of products and

services, systems and procedures as well as a positive attitude Taking responsibility: introduce yourself by name, help customers know your company, be

prepared to apologize on behalf of the company, if mistakes have been made

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Moments of Truth Moment of truth:

Occurs whenever there is an interaction between the customer and the organization (at a contact or touch point).

It is a moment at which the customer forms an opinion of the organization based on his or her experience of a particular interaction.

Whenever customers interact with a person or product representing our organization, they have a moment of truth in which they make instantaneous assessment of the organization based on the experience of the interaction. Interactions may range from listening to an advert to buying a product.

Hard Facts…

First interaction with the company - customers form a perception of the organisation as a whole.

Successive interaction modifies their initial perception to an extent. Their perception …

will drive their behavior as customers. will determine their emotional response to the company and the degree of bonding that

can occur. either enhance or breakdown the customer relationship.

Management

Customers form opinions of us based on our responses to their requests. When customer experiences go wrong, staff need to deal with the outcomes We must be able to manage customer interactions, in the call centre and other areas of the

business, to satisfy customer needs and build customer relationships. In the call centre environment, agents manage moments of truth.

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Moments of Magic A “Moment of Magic” an interaction between you and the customer that exceeds his/her expectations and leaves him/her with a good feeling.. In other words… When the customer is ‘Wowed’...by the food and service!!!

Moments of Misery

When a Moment of Truth for a customer has been a negative experience, it becomes a Moment of Misery.

The Top 5 Things that may Lead to a Moment of Misery

When the customer is not greeted or acknowledged within 30 seconds of arrival.

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When the customer has to wait unnecessarily for a long time for him to be attended to.

When the employees are not attentive to the customer’s needs and the customer has to constantly raise his hand to get attention.

When the employees are not properly groomed and are ill mannered.

Our Aim Our aim should therefore be to give the customer a positive experience during every interaction so that they continue to perceive us as the one that best meets their needs

LEARNING ACTIVITY TWO In groups of three write down and discuss 5 different ways you can WOW a Customer ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Customer Service Attitude

Having the right attitude includes:

Taking ownership of the problem or request Conveying a sincere willingness to help Maintaining a positive attitude Treating all customers with respect and courtesy Focusing your attention on the customer Focusing on the business while servicing the customer

There are three classes of behavior that are used when dealing with other people:

Passive: Passive behavior is exhibited by those who understand their rights but continually give them away by not expressing their true feelings, thoughts, and beliefs.

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Aggressive: Aggressive behavior is exhibited by those who know their rights and the rights of others and are able to express their true feelings. However they do not respect the rights of others.

Assertive: Assertive behavior is exhibited by those who know their rights and the rights of

others and are able to express their true feelings while maintaining respect for the rights and feelings of others. Assertiveness increases the chances of a good outcome or a better result without making others angry

Remember…. It is also very important for customer service employees to have information about their product or service. Service providers who answer, “I don’t know” or “It is not my department” are automatically demeaned and demoted in the mind of the customer. These employees can end up feeling hostile as well as unequipped. Customers want information, and they disrespect and distrust the person who is supposed to have information but does not.

LEARNING ACTIVITY THREE Think about places where you enjoy doing business – stores, petrol stations, suppliers, banks, etc. Why, aside from the actual product or service they provide, do you like doing business with them? What qualities do the exhibit?_ ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ On the other hand, let’s review a business you dislike patronizing maybe even hate utilizing but in some cases do so out of necessity ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

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Unfortunately, in the cases where there is no competition for the services/products offered, you are stuck with them; else you would gladly not consider using them. This is the advantage of a monopoly on a good or service because in a competitive marketplace, the unsatisfied customer shops elsewhere. Remember..... Good customer service results in consumer satisfaction, return customers and growth in business. Poor customer service, except for monopolistic strongholds, generally results in consumer dissatisfaction, lack of returning customers and dwindling business.

NOTE: Good Information is Often Good Service!

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MODULE TWO

EFFECTIVE COMMUNICATION Topics in this module include:

Why is Effective Communication Important Elements of Communication Listening and Questioning Skills Telephone Etiquette/Email Writing

OBJECTIVES The objective of this module is to equip individuals / employee with important knowledge and skills to help them in:

Identify the elements that comprise communication Identify barriers to communication Maximizing Verbal and non-verbal communication Offering information to others Holding excellent telephone conversations Sending standard and official emails

Why is Effective Communication Important? Successful communication does not just happen. It is an active process that requires a clear view of what the communication aims to achieve. Breakdowns in communications can be very damaging to any organization. Not only can a breakdown in communication prevent the achievement of what was intended, but it can also damage the organization’s reputation, reduce staff morale and eventually lead to a loss in revenue, which can affect the very existence of an organization.

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LEARNING ACTIVITY FOUR In groups of three write down and discuss what you think we mean by the word ‘communicating’ ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

This may seem to be a simple task at first, but the more you delve into the subject, the more complex it becomes. Many examples of communication can be given but defining the term is a little more difficult.

In essence, it is important to be aware that communication is a process and should be seen as a two-way process. Even if you are simply informing someone of some topic and require no direct feedback, the process still requires some form of activity from the receiver of the message, e.g. understanding. For this reason, the following definition of 'communication' is used in this unit:

The transmission of ideas, feelings, information, instructions from the mind of one person to the mind of another, without any loss or distortion.

This can be displayed as follows:

Thought

Coded and sent

Received

Understood

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Accepted

This representation of the communication process allows us to see that barriers can exist at each level. An understanding of these barriers and how they can be reduced will be considered in more detail later in the unit.

Understanding the communication process An alternative view of the process is as follows:

who says what to whom how and with what

effect? In other words, the source of the message communicates the message to the audience through some channel to achieve some response from the audience. The response should also produce some feedback to the source so that the effectiveness of the communication can be evaluated.

Elements of Communication

Words (what is actually said) Tone of voice (how we say the words) Body Language

All three of these elements can be conveyed at the same time to express an overall message. Often, the tone of voice and body language are combined to become the most powerful form of communication. However, body language – which forms a large part of non-verbal communication – is often used on its own, and is thought to be one of the most ‘telling’ modes of communication. Through research, it is claimed that in face-to-face communication, the majority of what is put across is portrayed through non-verbal communication:

Words (the literal meaning) account for 7% of the overall message Tone of voice accounts for 38% of the overall message Body language accounts for 55% of the overall message

Remember…

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Whatever way it may be, it’s Not What You Say, it’s How You Say It.

Types of Communication Verbal Communication You must ensure that the customer understands what you are saying. Good verbal communication will:

Help you manage the call effectively Optimize call time, and Achieve better customer Care Centre performance levels

Practice good verbal Communication skills by: Speak clearly Matching the caller’s style, proficiency, intonation, vocabulary, rate of speech,

and terminology Responding with appropriate empathy to the customer’s emotional needs Filling in silent time by building relationships Using humour appropriately Speaking concisely Managing the call and optimizing call time Using the correct terminology for the customer Above all, always treating the customer as you would like to be treated

Nonverbal Communication In a face-to-face conversation, a lot of the communication that takes place is non-verbal. Nonverbal communication includes:

Body language Eye contact Facial expressions

Since you have no way of using non-verbal communication on the phone, you must optimize your tone of voice and be aware of the phrases you use. When speaking over the phone, we are at a slight disadvantage in communication because we cannot communicate non-verbally. Here are some quick tips:

Tone of voice comprises 85% of out communication over the phone Your tone of voice will affect the customer’s perception of the service he or she

received Keep your tone of voice free from anger and frustration.

Remember…. Your attitude on the phone is conveyed by your tone of voice!!

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Body language on the phone Although body language is not seen on the phone, it can affect your communication. This effect is displayed in your tone of voice Examples:

Slump in the chair or standing up Smile Distraction by looking at someone passing by

Personal Communication Style Successful communication requires knowing how to identify a person’s style and communicating with that person accordingly. Style is an impression made of observable behavior. Keep in mind:

Style is based on behaviors we can observe Style is free from judgment Your style is perfect for you and is not likely to change Style involves allowing people to be themselves Each style has strengths and weaknesses

LEARNING ACTIVITY FIVE Determine the communication style of your colleagues, based on your interactions with them so far ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Matching a customer’s Communication Style This is important because it increases understanding and improves the level of customer satisfaction. You can match a customer’s communication style by:

Using the customer’s communication style

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Understanding the customer’s level of proficiency Matching the customer’s intonation Matching the customer’s vocabulary Using the same level of technical terminology as the customer

Communication Barriers

Pace and rate (or delivery) of the customer Previous experience with the Customer Service Representatives or Customer Care Centre Background of the customer Education and Training Personal problems Competency level Accent of customer Asking the wrong questions Use of inappropriate terminology by the Customer Service Representatives Noise

Listening False assumption It is false to assume that if you can hear well then you must be a good listener.

Hearing is a faculty; listening is a skill Hearing is not a choice, but listening effectively is a choice.

Common barriers to listening On average, we retain only about 25% of what we hear. Some common barriers to effective listening include:

Prior Knowledge Emotional carry over Distractions

The first step communicating is to fully understand what the other person is telling you.

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Listening effectively is key. So, likely to understand and then respond appropriately either verbally or in writing. Principles of active listening

It takes patience and on-going practice to develop good listening skills To listen implies that you are taking an active role in the communication process, even when

you are not speaking. For many years, the practice survey made by specialists has shown that listening skills are the

most important skills for the CSR to have.

How to Listen Effectively Below are the actions you can take to improve listening:

Preparation Active listening Verification Paraphrasing Internal Bias

Preparation

Prepare to listen Practice breathing deeply Minimize distractions Eliminate internal biases Make Eye contact (if applicable) Focus on the customer

Active Listening Concentrate on what is being said Listen between the lines (i.e listen for ideas, not just words) Observe body language Take and refer to notes

Verification Acknowledge the customer Paraphrase for clarification Repeat for verification (especially when you’re still uncertain of the enquiry or complaint)

Paraphrasing Use paraphrasing to: Repeat what the customer said in your own words Give the customer the chance to agree or disagree with your understanding of the incident

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Internal Biases Interior filters based on your own experiences, values, and culture. Internal biases cannot be completely removed but by practicing empathy they can be

minimized Internal biases are your personal viewpoints

LEARNING ACTIVITY SIX Active listening-Broken Telephone

Listening Process

The process of effective listening combines: Information gathering Internalization Verification

Gather: Information must be gathered during the call Focus on what is being said and not the verbal tone of the customer Gather as much information on the issue as possible

Internalize: After gathering information, translate the information internally. Focus on the actual words the customer used, and not his or her tone Be prepared to restate what the customer has said

Verify: Active listening should involve restating what was said for verification and alignment It is much easier to finish a conversation prematurely than it is to make the effort to

paraphrase and verify information with the customer

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Keys for Listening Success

Allow the customer to finish his or her thought Be careful not to interject your internal bias Stay calm;; do not fall into the trap of mirroring the customer’s emotions Remove distractions Take notes Clarify points

DO NOTS!! Do not finish the Customer’s thought: Some people naturally speak slowly. Let them finish Do Not Get Mad Never mirror the customer’s intense emotions or show your own frustration with the customer

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Benefits of Active Listening

Increasing Customer Satisfaction Establishing credibility for the employee and the Organization. Reducing stress for the employee / CSR and the Customer. Ability to identify and address Customer’s emotional state. Creating rapport between Customer and employee / CSR. Ability to focus on the call

Listening with EARS

Acknowledge

Empathise

Reflect

Summarise

Understand the perspective of the speaker

Use responsive Communication such as “Mm-

hmm”

Repeat key words and

pause to think

Frequently summarise

what has been said

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Questioning Skills Objectives: After completing this section, your will be able to:

Recognize the difference between open-ended and closed-ended questioning. Identify examples of open-ended questioning. Identify examples of closed-ended questioning.

Why are Questioning skills important? Customers have differing skill level, but they convey their understanding (or lack thereof) with completely different terminology. This makes it harder for you to understand what the true problem is. As a CSR you must be ready to listen to a variety of other details, complaints, and issues that are not relevant to the business or the problem the customer has. They allow you to:

Identify the problem Understand how the customer Understand exactly what the customer expects from the call. We ask questions in order to get people to talk and share information

Types of Questions The two most commonly recognized form of questioning are:

Open-ended and Closed-ended

Effective questioning is the primary way for you to understand the customer’s competency level and personality types. Open-ended Questions A question is open ended if it invites explanation or detail and is intended to draw the customer out. When asking open ended question, there are no limits for the answer. Some open ended questions are not technically questions at all; sometimes they are requests in the form of a statement. For example: you might say to a customer:

“tell me more about…” “Please describe the nature of your query”

You may use open ended questions to: Get more information from the customer Identify the broad problem area Get a description of what occurred

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They also allow you to: Establish rapport (by showing you are listening and caring) Determine the knowledge and competency level of the customer Let the customer vent Enable the customer to solve his or her own problem

Use Open-ended Questions when you need to: Build a rapport Need more information Want to reveal unexpected but vital information

Closed-ended Questions A closed-ended question limits its answers to a few specific words. The answers are often “yes” or “No” or a number. Closed-ended questions are used to gather specific information or to get agreement, and/or confirmation. For example, you may ask the customer:

“What mobile handset are you using?” “have you called us before”

Closed-ended questions generally start with words such as “did”, “is”, “can”, “will”, “would”, “have”, “do”, and “are” Closed-ended questions are used for several purposes:

Keeping the customer focused and limit the range of conversation Getting specific information Need to check for verification and understanding When speaking with a talkative customer

When asking questions: Open the call with an open-ended question Get more details with closed-ended questions like

“how long have you been using the product”

Ask another open-ended question Follow up with another series of closed –ended questions Use closed-ended questions when closing the call:

- Will that be all Mr Oludapo? - Is there anything else that I can assist you with? - Is there any other information you need? - Do you need more help?

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Telephone Etiquette and Email Writing TELEPHONE ETIQUETTE One of the most basic means of communication is the telephone. The moment you pick up a telephone, body language and visual perceptions disappear and your tone of voice becomes dominant. Almost the entire message you project to the customer over the phone is derived from tone of voice and attitude. For example:

A flat tone of voice says to the customer, “I don’t like my job and would rather be elsewhere.”

Slow pitch and presentation say, “I am sad and lonely – do not bother me.” A high pitch, rapid voice says, “I am enthusiastic and excited!’ A loud voice says, “I’m angry and aggressive.” Each style has strengths and weaknesses

LEARNING ACTIVITY SEVEN Think about the problems you have faced using the telephone when contacting other organizations. Which are the three things that irritate you most when you make calls? 1.________________________________________________________________________________________2.________________________________________________________________________________________3._________________________________________________________________________________________________________________________

Standards to aim for:

answer promptly (after two rings) establish the name of the caller and use it, if culturally appropriate listen without interrupting concentrate and give undivided attention be helpful - volunteer help instead of waiting to be asked recap what action will be taken - don't forget to do it smile as this helps your voice to sound more assertive and friendly

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Tips on Answering the Telephone How a company answers the phone can tell the whole story of how they treat customers and employees. The correct phrase said in the right order in a positive tone leaves a good impression and starts the customer-client relationship off on the right foot.

Pick up the phone in three rings. More than three rings signals chaos in your office or inattentiveness on the part of your company or organization.

Greet the caller, e.g. “hello”, “good morning”. Good manners show you respect the caller. Give your name, e.g., “Hi, my name is Emma”. This is a courtesy that serves to personalize

the customer service experience as well as allowing the customer to hold you accountable for your level of service. He/she now has a point of reference and someone to contact when he/she calls back.

Ask the customer if or how you can help. Asking to help tells the customer you are there to serve his/her needs and to solve his/her problems. This also leaves the customer with a positive impression.

Put it altogether and you have a good example: “Good morning, thanks for calling the Insect Farming and Trading Agency, my name is Emma, how may I help you?” The greeting is key; it sets the tone and style of the whole interaction. Handling Conflict on the Telephone

“Putting a Customer on Hold”

Ask the customer if you can put them on hold;; wait for them to say “yes” or “no” and then explain it will only be for a short period of time.

Explain to customers why you are putting them on hold.

Thank customers for holding.

“Transferring a Call”

Ask the customer if they mind being transferred;

Wait for them to say “yes” or “no” and

Explain why they are being transferred and to whom.

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“Taking a Message”

Explain your co-workers absence in a positive light but do not be too specific.

Explain that your co-worker is in a meeting, conference, briefing, or training. Do not say he or she is gravely ill, is too hung over to come to work, never called in today, can’t be found, that you do not know where he or she is, or that he or she “was just here”.

Give a reasonable estimate of when the co-worker will return.

Offer to help the caller, take a message or transfer to another staff member.

If a co-worker is on holiday and will not return to the office for some time, it is permissible to say that he or she is on holiday. However, avoid details such as, “Raymond is at thebeach and I am sure he is having a great time.” While such details may seem innocuous and even humorous, they give the wrong impression to those seeking service.

“Ending the Call”

This is the final step in good telephone etiquette.

Repeat any action steps you are going to take to ensure that both you and the customer agree

on what action will take place.

Offer further assistance to the caller.

Thank the customer for calling.

Allow the caller to hang up first so that he/she doesn’t accidentally get cut off in the middle

of a sentence.

Write down all important information as soon as you hang up the phone.

Electronic Communication (Email) Communication via e-mail should be conducted in a professional and courteous manner. The e-mail response should be clear, informative and timely. Communicate in a professional manner when using the e-mail system. Never put anything in an e-mail message that would be viewed as offensive or inappropriate for the business environment. Remember that all information contained in the e-mail message is considered public information.

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Email Features E-mail has become one of the most critical communication devices today.

It enables the user to create an electronic paper trail of conversations and communications It allows links, documents or other attachments to be included with this communication. It is easy to use and can save a great deal of time if used correctly.

Certain challenges faced are;

There are currently no established e-mail style and standards If rushed, it can add to confusion E-mail serves as a record, so you must choose your words wisely E-mails lack security.

E-mail vs Voice Voice to voice communication is often preferred to using e-mail, particularly in the following situation:

If communication requires a constant and a steady exchange of ideas (e.g, brainstorming) If the matter is urgent When communication is about personnel matter or issues of a personal nature If the issue is emotional

The most common form of written communication in contact centres is likely to be e-mail. Prior to sending a customer an e-mail, check the message for:

Spelling Grammar Clarity Tone

Email Tips

Using standards and best practices in you written documentation communicates quality service and professionalism to the customer

It will also facilitate comprehension if another analyst must take over communication utilizing your notes

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Principle of E-mail communication

Use business-style writing Write clear and concise messages Avoid using excessive punctuation (eg., !!!) Use a plain text and avoid fancy fonts, colors, and RTF or HTML- specific formatting Avoid the use of abbreviations (eg using ‘BTW’ instead of between) Avoid using emoticons Use standard headers or footers that are approved by management Avoid using single word phrase replies e.g, “yes, I agree”) Include the original message with your reply Avoid using all uppercase letters Take time to check and review your e-mail before sending it

E-mail Writing Fundamentals:

Understand the Audience Label E-mail correctly Set the background Structure the message Get the point Call out details Use bullets and numbering Make the message easy to read Use attachment

The following rules apply to writing e mails

Your electronic mailbox should be checked frequently for messages. If you don't have an immediate answer and/or it may require a lengthier follow-up than normal,

acknowledge receipt of the e-mail message, but note that you need additional time to research and respond.

If the e-mail message requires a response from someone else, acknowledge that you have received the e-mail message and note that you are going to forward it to the appropriate person who should handle the request. Include the person's name and e-mail address in your e-mail response. Always include a closing sentence in your e-mail message, giving them options to contact you if he or she needs additional assistance.

Get to the point

Use short sentences and Get to the point as quickly as possible

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Call out Details

Use bold, underlining, and italics to focus the reader on what is important

Use Bullets and Numbering

Use summary bullets and numbered action steps as an effective communication device

Make the messages easy to read

Label the topics for the recipient to make it easy to read and comprehend, using the following information:

Background Issue Details Resolution Steps Closing Contact information

Use Attachment

Remember to attach relevant document as necessary.

LEARNING ACTIVITY SEVEN Use the template below to create an e-mail to a customer. Structure the message as giving an update on the status of his last query, when to expect a feedback and close properly.

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MODULE THREE

CONFLICT MANAGEMENT AND PROBLEM SOLVING SKILLS Topics in this module include:

Introduction to Conflict Management Dealing with an Irate Customer Dealing with an Inconvenienced Customer How to Handle Conflict Problem Solving Skills

OBJECTIVES

Identify points of conflict and the different techniques for reducing conflicts. utilize a variety of methods for managing conflict successfully How to handle conflict Understanding the step-by-step process of solving problems

Introduction to Conflict Management

Conflict can have a positive effect, but left unchecked, the dangerous results of conflict can include damaged relationships, destroyed creativity and productivity, lost commitment and wasted resources.

Whatever the reason of anger, there are clear signs that will help you identify points of conflict when they occur. Signs that a conflict may be developing include:

A change in the customer’s tone of voice A change in the customer’s rate of speech The customer begins to withdraw An increase or decrease in the volume of the customer’s voice The use of words showing emotion such as:

o Tired of o Displeased

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o Need o Frustrated o Afraid

The use of words indicating priority or severity such as: o Important o Critical o ASAP

Dealing with an Irate Customer When dealing with an irate customer, use the techniques for reducing conflict. Remember, the customer’s anger is not personal. You can also follow the following techniques V-O-M-P:

Ventilate o Let the customer talk o Listen actively o Stay calm o Take short notes

Our Problem

o Paraphrase o Ask questions to clarify o Make suggestions

Moccasins

o Put yourself in customer’s shoes o Empathize o Be honest

Planning

o Find solution o Tell who is going to do what and when o Take responsibility o Solve the problem o Give feedback

Dealing with an inconvenienced Customer Inconvenienced customer is a customer who:

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Receives wrong information. Faces the same problem again. This customer is not really angry, but annoyed.

What to do?

Listen and don’t make excuses Apologize for any poor service Take ownership of the problem Resolve the problem

Handling an abusive customer

Abusive customers try to intimidate you with abusive language. This can elicit an angry or sarcastic response from you unless you are in control of yourself

and the situation. The key to handling abusive customers is not to get involved emotionally. Before taking any action, always check your company’s policy regarding abusive language.

What to do?

Maintain your professionalism Politely warn that you will not help if such language is used. Escalate if the abuse persists. Remember: “Do Not Take It Personally”.

Handling a Rambler (Talkative) This person never seems take a breath and is able to relate even the most disjointed concepts. This customer will eventually mention the central reason for which he or she is calling. What to do?

Taking control of the conversation Using the customer’s name Using closed –ended questions

Sometimes it is difficult to know if the customer is an actual rambler, or if the customer is just conveying unrelated details that he thinks might be important. In such cases:

Wait for the customer to finish Acknowledge the customer and the information he or she provides Ask a series of closed –ended questions

Handling an Emotional Customer

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This customer is not irate, just very emotional. This customer is worried about what will happen if the problem is not solved.

What to do?

Use the customer’s name Empathize with the customer Get the customer to focus on the solution, not the emotion

Handling language barrier

Speak slowly and clearly Avoid using slang Try using hand motions or writing Don’t pretend to understand Ask questions and repeat what you understood Suggest customer come back with English speaking friend Learn about other cultures

Handling a Know-it-all-customer

They have just enough information to be dangerous. They often focus on minor issues. They try to distract you from the main issue. They want to be seen as important. They want the respect of others

What to do?

Listen Carefully. Never ignore them. Appreciate their knowledge Try to correct them indirectly Offer alternative and ideas

How to Handle Conflict Some things which may upset a customer are simply unavoidable. Here are some tips on how to best handle these situations: “Getting the crux of the issue”

Ask the customer exactly what the issue is, never use the word “problem”.

Listen attentively/carefully to get the key points, reiterate to be sure you are on the same page with the customer

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Proffer a solution depending on what the issue is

Assure the customer his concerns will be resolved within an allotted time frame

Get back to the customer on it as soon as possible, before the deadline

If there happens to be a lag in TAT, be sure to contact the customer immediately A good customer service representative ends the call on a positive note, repeating any actions agreed to be taken and what is going to be done to help or serve the customer. There are a few tips to remember while handling conflict: L –A-B-O-U-R-- P

Letting the customer vent Avoiding interrupting the customer Being empathetic Offering assistance. Using the customer’s name Remaining positive Planning to solve the problem

If you still cannot satisfy the customer, it is a good idea to inform your supervisor or manager of the situation. Remember: Don’t take it personally; Always Take it professionally.

LEARNING ACTIVITY EIGHT In Groups of 2’s, identify and discuss scenarios of conflict you have once encountered and how it was resolved. Peradventure it wasn’t resolved properly, what solutions do you proffer?

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Conflict Situation – How You Can Both Win To obtain a win-win end result:

Be willing to fix the problem.

Say what the problem is for you.

Listen to what the problem is for them.

Attack the problem, not the person.

Look for answers so everyone gets what they need.

Problem Solving Skills Problems have always been solved through a step-by-step process which included defining the problem, identifying alternative solutions, assessing the alternatives, making a decision and implementing the solution. Our numerous customers encounter challenges on daily basis either with our product or services. They always depend on us as the company representatives to resolve some of these issues.

5 Useful Steps in Problem Solving

We have identified the following steps as being useful at solving problems effectively.

1. Define the problem 2. Identify options

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3. Identify best solutions 4. Plan how to achieve best solutions 5. Evaluate results.

1. Define the Problem

It is always important when confronted with a problem either from the customers or within the workplace to look at the situation carefully. Figure out what it is that you are trying to solve. This will be your problem. Things to remember

Try and find the most important parts of the problem Remain open-minded about the problem and its causes Be as specific as possible when thinking about the problem.

– For example - instead of saying "I hate my job," be more specific about what you don't like, maybe "I don't like working third shift."

This first step is just for defining the problem, not for thinking about solutions yet. Things to avoid

Immediately assuming you know what the problem and solution are

2. Identify Options

For this step: Make a list of all the things you can do about the problem. Things to remember

Be creative when coming up with the list Don't stop with the first couple of options - keep thinking. As you go through, look at the options together and see if some can be combined.

Don't evaluate the options at this point. Try to give yourself some time to think about the options before making the decision on

which one to use. Think about each option - look at the positives and negatives of each before making a

decision. Things to avoid

Only using the more obvious options; not being creative Only thinking of a couple of options

3. Identify Best Solution

For this step: Think about each option and pick/decide which option is the best for you. Think about what might happen if you do this. Things to remember

Think about the possible consequences of your solution, including who else will be affected

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Make sure that your selected solution will produce the desired results Things to avoid

Selecting the easiest solution because it is the easiest Not thinking about the consequences of the plan and solution

4. Plan How to Achieve Best Solution

For this step: Think about what you will have to do to get there and what resources you might need to use. Things to remember

If possible, make a schedule of when each step would be finished. Think through how the plan and solution will affect other people. Think about objections to the plan and solution and have answers ready.

Things to avoid

Not thinking through all of the steps Assuming that the plan and solution will work exactly as you think. Ignoring other ideas

5. Evaluate Results

For this step: If your problem is still not solved, go back to the list of options and choose another. Follow the same steps. Things to remember

Follow-up with the problem, even if it seems to have been solved. Make sure that the problem doesn't come back or that other things have happened as a result.

After the solution is implemented, changes might need to be made - possibly even starting back to look at the options again.

Things to avoid Not following up to make sure that the problem stays solved and that other things haven't

happened as a result Assuming that the problem will always stay solved once the plan is implemented

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Summary The WELCOME Approach

WELCOME Welcome every call as an opportunity Use the opportunity to practice your

professional skills

Offer to be of assistance in any situation Remember to say, “Thank you for calling” Use your pleasant standard greeting

ENTHUSIASM Keep a smile on your face and in your

voice Sound enthusiastic and energetic

Think positively about your important role in customer service

Speak clearly and loudly enough to be heard by someone 3-4 metres away

LISTENING Be an excellent listener. Take notes and ask questions Avoid speaking longer than 30 seconds

without allowing the caller to participate

Paraphrase information to check

understanding Don’t interrupt! Control your biases

COURTEOUS Use the caller’s name regularly Ask the caller’s permission to put them on

hold Thank the caller for remaining on hold

Say “please” and “thank you” when

appropriate Respect the caller’s right to disagree Treat callers with respect

OPEN Control your biases Remember : Do unto others as you would

have them do unto you

Keep a positive attitude Have patience and tolerance with others

MECHANICS Refine and practice the vocabulary of

customer service. Control your rate and pace of speech. Practice using your voice to its full

capacity

Avoid tentative and ambiguous language Be careful of using an upward inflection, as

it can communicate insincerity and uncertainty

Use clear pronunciation

EXCELLENCE Take pride in your professional service

skills. Understand human attitudes and beliefs

Separate personal from professional

attitudes and behaviours Provide options or possible solutions when

problem solving Give everyone special treatment Meet and exceed the caller’s expectations

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Conclusion & Action Plan It is the practical side of customer service that counts, not the theory.

Action areas for improving my Customer Service Skills:

Attitudes & Behaviours

Colleagues & Clients

Dealing with Difficult People

Listening with Three Ears

Telephone Use

Being More Assertive

Other