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Tutorial & SummaryCustomer Treatment

Pam DavisAET/545

April 29, 2013Kate Wyatt

Text/Audio Narration:What do we want for our customers? We want our phone associates to be friendly and efficient. We want the customers to receive professionalism from the phone associates they speak with. We want the phone associates to resolve the customer inquiries with one-stop solutions for our family of customers”______________

CUSTOMER TREATMENT

Text/Audio Narration:It’s important to establish the goal of the online tutorial. It will set the tone for the associates to understand the expectations of them attending this tutorial.

To provide friendly phone service to our customers by identifying the goals of the call center, measuring customer satisfaction scores, and utilizing customer scripting with 100% accuracy while speaking with our customers.

Goal

Text/Audio Narration:By the end of this tutorial, the phone associates will be able to identify goals of the call center with 100% accuracy, measure their satisfaction scores with less than 2% errors and utilize scripting on 100% of their calls. By meeting these objectives, the call center customer satisfaction ratings should increase over the next 90 days.

At the completion of this course, the phone associates will be able to identify the goals of the call center department with 100% accuracy.

The phone associates will be to measure their customer satisfaction scores with less than 2% errors.

The associates will utilize customer satisfaction scripting with 100% accuracy while speaking with customers.

Performance Based Objectives

Text/Audio Narration:What do we want for our customers: quality service; answer calls in a reasonable time; listen to our customers; accurate solutions and keep our promises.It is important to keep all of these concepts in mind with every customer you speak with. Each customer should feel as if they are your first customer of the day.

Quality service Answer call in a

reasonable time Listen Accurate, prompt

solutions Keep our promises Respect

What do we want for our department?

Text/Audio Narration:The customer service strategies are staffing, training, management and quality monitors. It is important that the staffing team hire quality candidates; preferable with previous customer service experience. Training will provide the foundation for the job role and ensure the associates are proficient. Call center management will keep the associate motivated and continue to grow them for their position. The quality team will coach and mentor the associates.

Service Department Strategy

Staffing________Hiring the best people

Training DepartmentTraining them well

Call Center ManagementProviding a productive work atmosphere

Quality Monitors_Monitoring the quality and the quantity of our work

Text/Audio Narration:Answers to the questions:1. identifying the goals of the call centers, measuring customer satisfaction scores and utilizing customer scripting with 100% accuracy 2. Quality service, answer call in a reasonable time, listen, accurate, prompt solutions, keep our promises and respect.

1.Name one of the goals for the customer treatment course?

2.Provide three of the six departmental goals for our customers?

Text/Audio Narration:It is seen as a key performance indicator within business . They focus employees’ on the importance of fulfilling customers’ expectations. It is essential for businesses to effectively manage customer satisfaction. To maintain consistency we are asking all phone associates to provide the same scripts while speaking with customers.

Ever wonder what customers are saying?

Did the customer service agent sound confident?

Was the agent helpful? Would you recommend this service to

someone else?

Customer Satisfaction

Text/Audio Narration:Customer Service takes several opportunities to develop a quality service environment through rewards, praise, and celebration.With Customer Service expectations continually rising, the wider community is becoming aware of the value and role that Customer Service plays in achieving business success. With Customer Service expectations continually rising, the wider community is becoming aware of the value and role that Customer Service plays in achieving business success.

Step Increase Program

Customer Satisfaction Bonus

Quarterly Awards Ceremonies

Award and Recognition Ideas

Text/Audio Narration:

this is checkpoint to test their knowledge before taking the final assessment.

Match the definitions to the word

A. Hiring the best people 3.Training DeptB. Training them well 2.Call Center ManagementC. Providing a productive work environment 1.StaffingD. Monitoring the quality and quantity of the work 4.Quality monitors

Text/Audio Narration: Where do you fit into the BIG picture? Put in the time, concern, and thought needed to accomplish your tasks; They will learn from your work ethic, your modeling, and your experience; Be a great example of how the company treats its customers and how we should treat each other; The Team Manager is responsible for reacting to all issues; Do not isolate your thinking to your team; Customer satisfaction is our number one priority

:

Here are a few ways you can impact the BIG picture:

Work Efficiently

Build People

Stay Close

Accountability

Think Globally

Where do you fit into the BIG picture?

Text/Audio Narration:At this point, the learners will be expected to take a ten question assessment of the information learned. The questions will be scenario based as if the associate was speaking to a customer. The expectation is for the associate to use the terms and knowledge learned in the tutorial to answer the questions. If there is a need to go back to previous slides to answer questions, they can click on the back buttons.

The need for the tutorial was based on an analysiscompleted by executive management after listening tovarious calls. The treatment of the customers was rude andinappropriate. The tutorial was designed to teach call center associates the expectation of appropriate customer treatment. Itexplained who’s impacted by the treatment of the customer andhow the associates can make a difference. The tutorial included activitiesto reinforce information taught and gage the associate’s level ofunderstanding. There was a ten question scenario basedassessment the associates will take at the end of the tutorial. Thescenarios will be based on key terms learned while taking thetutorial. Management’s expectation is a score of 90% +.Management will continue to review the associate’s calls over thenext three months. If the customer satisfaction scores increase,management is prepared to create these tutorials on an ongoingbasis.

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Summary