Welcome to

OUR Presentatio

n

MoonLightGrou

p

Presentation Topic

Customer Service

Customer service is a combination of some services which is provided by a

company’s call center or contact center.Customer services should be always Top

one or Excellent one. Otherwise a company will lose their customers.

Some of the services in call center or contact center

BPO

Inbound customer service

Outbound telemarketing

International telemarketing Lead generation

Help desk

Customer support

Technologies of call center

CRM VoIP

Internet (E1, DSL)

Hardware (Router)

Necessary skills for call center

Learning skills

Communication skills

Customer handling

skills

Team work and

individual Capabilities

Telephone Etiquettes

Telephone problem

solving skills

Communication Skills triology

Give good

Information

Gather good

Information

Mutual Respect

Departments of call center

Operation

Department

Quality Assura

nce Department

Training

Department

Human Resour

ce Department

Information

Technology

Department

Administratio

n Department

7Cs

Considerate

Clear

Concise

Correct

Complete

Courteous

Concrete.

Do’s & Don’ts for customer services

Do’s

Greeting the customer

Thank them for contacting customer support

Listening to the customer

Determining to the customer

Responding to the customer

Following up if necessary

Ask for farther clarification

Offer further support

Do’s

Keep smilingAddress the support Within 24 hoursBe apologetic to their needConcluding the call

Don’tsDon’t get tense

Don’t be afraid

Don’t rush

Don’t be impersonate

Don’t use abrasive words