Date post: | 27-Jan-2017 |
Category: |
Career |
Upload: | asifulla-azad |
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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