Improving the Customer’s Experience

Improving the Customer Experience

Improvingthe Customers ExperienceInstructor: Madelyn TiradoContact information: [email protected] code: ICE1000IntroductionCustomer Service Experience

Customer Service Drivers

Repeat Calls

http://www.youtube.com/watch?v=EEDVCrM9OpM&list=PL4DFEA31F5046E651

Learning GoalsTo have a better understand of our customer needs so we can fulfill their expectations

Take every opportunity to improve the customers experience

Continue learning and growing with out customer so can reduce complaints and repeat calls into the call centersThe course is designed to create awareness about customer complaints and repeat calls in sales call center. The course will provide customer service driver and actions required to reduce complaints and repeat calls by meeting the customer's expectations.4ObjectivesAfter completing the training you will be able to:

Understand the importance of explaining all applicable charges on products sold in in less than five minutes

Accurately and quickly access e-mail and cost applications about each product and service in less than one minute

Recap every order issued to ensure the customers needs have been reviewed about each callThe course is designed to create awareness about customer complaints and repeat calls in sales call center. The course will provide customer service driver and actions required to reduce complaints and repeat calls by meeting the customer's expectations.5What is a good customer experience?What makes a good sales person?

Is cost a factor when you purchase an item?

Describe your last good customer experience?

What is good customer service?Heres a satisfied customers verbatim:

I gave the representative is an extremely outstanding rating response because he handled my question all I have is a question but he handled the incident thoroughly concisely and accurately and I appreciate that kind of support being a one man company.

Audio:

Negative Customer Service DriversReasons for Repeat CallsYes = Called more than onceDk/DR = Dont know/Dont RememberNo = Did not call more than onceNote: The reasons for the repeat calls are within our control.Overall Customer FindingsCustomers are satisfied when we answer their questions in a consistently and accurately

Customer drivers are based on explanation charges, service order errors, and product instructions

54% of customers call in more than once

Repeat calls are related to explanation of charges, charges quoted incorrectly, and service order errors

How to Explain Charges?Cart Summary displays all applicable charges

Amount Due Now is always highlighted in RED and taxes are not included for the included

Recapping Products & ServicesCart Summary Descriptions

Equipment type purchased with the cost

Data plans such as unlimited Talk & Text

Equipment type and non-recurring cost

Learning ActivityPractice reading & explaining charges with the following account numbers:(212) 555-1212(212) 223-1212(212) 228-1212

Create Team of 3 with the following rolesCustomer ask for different plansA sales person quotes & explains chargesAn observer takes notes at the team provides feedbackEach member takes a turn until everyone has placed each roleHow to E-Mail instructionsStep 1: Enter the customers email address

Step 2: Category is a product & service & Content select instructions

Step 3: Preview and Send the Email

Be Mindful of the Customers needsReview all applicable charges

Ask the customer if the understand the charges

Described the products & services purchased to ensure accuracy

Offer to email or fax a breakdown of the products & services sold with the charges

SummaryCustomer Service Drivers and Repeat CallsExplanation of applicable charges Reviewing products & services purchasedProviding instructions

Cart SummaryProvides an explanation of all applicable chargesDetails equipment, products, and services purchased

Emailing Instructions: 3-Step ProcessType recipients' email address Select the product or service purchase & instructionsPreview and send the emailSummaryYou should be able to:

Describe a good customer experience

Demonstrating your ability to review an order

Explain customer service drivers and reasons for repeat calls

Perform the steps to explain a charge and send an email

Assessmentfor Improvingthe Customers ExperienceInstructor: Madelyn TiradoContact information: [email protected] code: ICE1000What causes customer service complaints?A) Explanation of charges, cost of taxes, service order errorsB) Explanation of charges, service order errors, and instructions C) Explanation of charges, service order errors, incorrect email addressesD) Explanation of charges only

Submit AnswerCorrect Feedback: Good job!Incorrect Feedback: Im sorry, that is not the correct answer. What causes repeat calls?A) Explanation of chargesB) Service order errors and instructions C) Explanation of charges, misquotes of charges, and service order errorsD) Misquotes of charges

Submit AnswerCorrect Feedback: Very good! Incorrect Feedback: Im sorry you selected the incorrect answer, please review the tutorial.What percent of customers call more than once?A) Less than 40%B) About 50% C) More than 75%D) About 99%

Submit AnswerCorrect Feedback: Very good!Incorrect Feedback: Im sorry you missed this question.What information is needed to email a customer instructions?A) Email address B) Email address and product or serviceC) Email address, product or service, and select instructionsD) Email address and instructionsSubmit AnswerCorrect Feedback: Excellent, just one more question.Incorrect Feedback: Incorrect, please review the tutorial.What information is available in Cart Summary?A) All applicable charges B) The option to send & preview emails C) All applicable charges and send emailsD) All applicable charges and products & services purchased

Submit AnswerCorrect Feedback: Excellent job!Incorrect Feedback: Incorrect, please review the tutorial.