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Session 4

Attendance Discuss the ADA and Customers

with Disabilities / (dis)Abilities Chapters 4 & 5 One Minute Paper #4 Assignment #4 Review for Midterm

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Session 4: The ADA of 1990 & the ADAAA of 2008

Today is a historically important day!

The ADA stands for the Americans with Disabilities Act.

The ADAA stands for the ADA Amendments Act.

“The term "disability" means, with respect to an individual(A) a physical or mental impairment that substantially limits one or more of the

major life activities of such individual;

(B) a record of such an impairment; or

(C) being regarded as having such impairment.”

The term "qualified individual --with a disability--" means an individual --with a disability-- who, with or without reasonable accommodation, can perform the essential functions of the employment position that such individual holds or desires.

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Session 4: Assisting Customers with Disabilities

View the customer first – limitation is secondary Disabilities may be temporary or permanent Disabilities may be hidden or visible Types of disabilities include but are not limited to:

AD/HD or ADD Asperger’s/High Functioning Autism Autism Spectrum Disorder Deafness or Hard of Hearing Learning Disabilities Medical Impairments Physical Impairments Psychological Disorders Speech and Language Impairment Traumatic Brain Injuries (TBI) Visual Impairments

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Session 4: Assisting Customers with Disabilities

Avoid language that can be insulting or inaccurate: “Wheelchair bound” Retarded Hearing impaired Dumb and mute

Myths: Deaf people can’t speak People with autism aren’t very bright People who use wheelchairs can’t use their legs

Reality:Many people who experience disabilities wouldn’t want to change

themselves. Some do not see themselves as having a disability; it is just a different way of life.

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Session 4: Assisting Customers with Disabilities Tips

If you see a customer struggling, ask before acting.

When you expect to interact for a long time with a customer who uses a wheelchair, interact at eye level. This may mean going to a place where you can sit or just bend your knees.

If a customer uses a guide/hearing/service dog, do not pet or interact with the dog without asking for permission. Don’t be offended if the customer says you may not pet or interact. Remember the dog needs to work and not be distracted. For more information on service dogs, visit here.

Simulation of TTY http://www.nebraskarelay.com/ and VRS http://www.sorensonvrs.com/svrs

Ask about homework http://www.ada.gov/pubs/ada.htm

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Session 4: Ch 4

Call-center representatives are the company to the customer because they are the only employees your customers have contact with. --Richard Gerson, Gerson Goodson, Inc.

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Session 4: Ch 4

Frustrations of Unresponsive Telephone Use– “Electronic Maze”

Number of times the phone rings

Recorded messages How many buttons do

you have to push? How long does it take to

speak with a “live” person?

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Session 4: Ch 4 Call Centers

Benefits Cannot survive

without a phone because it is often the first contact with the company by phone

“The next best thing to being there” in person

Drawbacks

Many people have never learned the basics of telephone courtesy and effectiveness

People cannot see the person they are dealing with – lack of visual cues

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Session 4: Ch 4

Customer conclusions about the company are based on the experience of:

Timing Tone of voice Word choice Interruptions

Think about making a first impression!

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Session 4: Ch 4 Action Tips Identifying Telephone Use Attitudes

1. Check your phone attitudes (phone shy?)2. Contact your own company

• How does it compare to competitors?

3. Avoid unnecessary call screening• Gatekeepers

4. Answer with professionalism• Identify yourself when calling, too!

5. Answer promptly and be prepared to handle calls

• 2 rings or less• Positive “hold” message – or music• Use a call log and record names – spelling! –

and contact info

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5. Use courtesy titles• Mr. or Ms.

6. Thank people for calling7. Smile8. Be sure the conversation is finished

before you hang up • If you’re the receiver of the call, then wait

to hear the other person hang up.

9. Handle the upset caller with tact and skill • See steps 1 & 2

Session 4: Ch 4 Action Tips Identifying Telephone Use Attitudes

Tell me if I’m

smiling. I can’t tell…

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Session Four: Ch 4 Action Tips on Expressing Yourself

on the Phone

10. Keep your conversation tactful and businesslike

• Look at examples in the book

11. Speak clearly and distinctly 12. Speak naturally and comfortably

• Avoid sounding monotone – use voice pitch

13. Do not allow “dead air” to happen• Tell the caller what you are going to do if you have

to put on hold and why• Pick up every 15-20 seconds to touch base with

the caller

14. Keep callers on track• focus on reason for the call

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Session Four: Ch 4 Action Tips for Efficient Use of the Phone

15. When calling others, ask: “Is this a convenient time to talk?”

16. Take messages cheerfully and accurately Full name and spelling Organization of the caller Full telephone number Reason for the call Say “Thank you” Note the time and date

17. Make your greeting message efficient18. Learn to use your phone’s features19. Plan your outgoing calls for efficiency

Purpose of call A list of the info you to get or give

20. Don’t let the telephone interrupt an important live conversation

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A Final Thought………….

More and more customers are using electronic media to access

businesses. Web and email usage is increasingly important to modern

organizations.

Session Four: Ch 4

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Session 4: Chapter 5

Use Friendly Web Sites and Electronic Communication:

Customer Service in an Online Environment

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The Internet is a vehicle to provide customer service and

↓ marketing costs

↑ exposure and sales

Session 4: Chapter 5

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Session 4: Chapter 5

Self-serve common answers Customers take care of themselves with

knowledge bases that have answers to frequently asked questions (FAQs).

Some less sophisticated websites make it difficult to locate answers

More sophisticated websites allow searches for key words or key phrases

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Session 4: Chapter 5

The Web/Internet is good for pre-sale and post-sale customer service.

Websites Web chat Blogs E-Mail Instant Messages (IM) Texts

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Session 4: Chapter 5 – Disadvantages of Web-based E-Service

• The Internet is a moving target

• Hardware life cycle ~ 5 years

• Software updates•Minor updates every few months•Major updates every 18 months

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Session 4: Chapter 5 –Action Tips for Avoiding E-Service Problems

1. Be there and Be Quick No inaccessible or slow sites Quick loading time from webpage to webpage Have a back up server called a redundant server

2. Make Site Navigation Simple3. Respond Quickly

Use automatic responses so the customer knows the inquiry was received

Refresh screens within 2-3 seconds

4. Provide Communication Alternatives5. Pay Attention to Form and Function

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Session 4: Chapter 5 –Example of Automated Response

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Session 4: Chapter 5 –Action Tips for Evaluating & Growing

E-Service Effectiveness6. Track Customer Traffic

Click path Counter

7. Benchmark Service Levels8. Teach Your Site to Learn

Automatically updates company's knowledge base with new content

9. Build and Ongoing E-Relationship Give customers an opportunity to receive email

notifications Avoid spamming

10. End High for Better Loyalty Showing competence Expressing caring Providing comfort

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Session 4

Return OMP #3 One Minute Paper #4 Assignment #4 Read Chapters 6 & 7 Review for Midterm For additional study resources, go to

www.prenhall.com/timm Do not hesitate to contact me if you

have questions.

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Session 4

Review for Midterm