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qb Call Centre

Customer Service

&

Complaint Process

Total Duration of presentation: 6 hours

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Customer Service (4 hours including 15 min break)1. Why need Customer Service?

2. Teamwork and Team Building

3. Telephone Handling & Scripts

Do and Dont

Complaint Process (2 hours)1. Handling Complaint Techniques

2. How the Customer Care Agent process thecomplaints

CONTENTS

Customer Care Operation

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What is Customer Service? It is the provision of service

before, during and after a purchase. It is a series of activitiesdesigned to enhance the level of customer satisfaction.

Increased competition It can help us to differentiate our product from

others, in the same business, as it can change the perception that aconsumer has of the company.

Greater understanding and demanding of consumers The ccustomer

demand value for their money, or they are out of the door turningtheir backs to businesses that do not deliver value. The goodcustomer service adds value!

Good customer service makes economic sense, Usually Forever.

The survival of any company is repeat business.

1. Why need Customer Service?

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How can I be a good Customer Service Server?

Ifyou understand what your customers need, you

will be able to serve them satisfactorily.

Corporate Sales Direction - Commercial Book 4

What are their needs, in term ofservices?

Following is a list of common human needs. In groups

check those that reflect the needs of your customers.

The need to feel welcome

The need for timely service

The need to feel comfortable

The need for orderly service

The need to be understood

The need to receive help or assistance

The need to feel important

The need to be appreciated

The need to be recognized or remembered

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5

Team is especially appropriate for conducting tasks that are high incomplexity and have many interdependent subtasks.

A team comprises a group of people or animals linked in a common goal.

2. Teamwork and Team Building

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Teamwork Exercises

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Team Building Exercises

Helium stickThe helium pole is an indoor team building

game which defies the laws of gravity and

takes an incredible amount of well coordinated

teamwork to be successful. The basic idea is

simple - lower a slim, wooden dowel to the

ground all together as a team. However, the

dowel rises into the air instead of lowering tothe ground. How can that be? The team must

work it out and find the solution. Most teams

get it, but only after several starts and restarts.

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Team Building Exercises

Toilet Paper IcebreakerFor this icebreaker game, all you willneed is a full roll of toilet paper. Theleader of the meeting takes the roll oftoilet paper and pulls off severalsquares before handing the toiletpaper to another person and asking

them to do the same.

9

Once everyone in the room has taken some

toilet paper, everyone counts the number of

squares that they have and then tells everyonein the room that many things about themselves.

For example, if someone has three squares,

they share three things about themselves.

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3. Telephone Handling Etiquette

Generally telephone etiquette means we treat a customer or client the same way as we

like to be treated. Always be polite to the caller.

Process ofhandling telephone at qb Customer Care are:

1. Always use the greeting script to welcome the callers, with telling your name.

Good morning/afternoon/evening, Bophas speaking, how may I help you?

RkumhunXbsUmCMrabsYr> nagxJMxJM)aTbu)aetImanGVIeGay

nagxJMxJM)aT CYyEdrca+b)aT?

2. During the conversation try to use appropriate languages (handout Khmer & English) .i.e. please,thank you perform positive and confident manner. Check list below:

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Customer Care Operation

Always Do! Never do!

Always answer the call before 3rd ring

Always say Sorry for any mistake if youhave during the conversation

Pick up the call and answer with yes,

yeah, what or ugh.

Always say thanks when the caller give

the feedback

Blame another person or department about

the issue.

Always treat the customer with respect

during the conversation.

Hang up the phone before the customer

does.

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3. Should always ask the customer if he/she still need more help beforeend up the conversation by:

Is there any else I can help you more, sir/Madam/Miss?

4. Before saying goodbye to customer, we should always thank the callerfor calling us or for using our qb services.

Thank you for calling and using our CUBE services Goodbye!

Professional manner of Call Centre Agentshould be taken into consideration:

Always be in the positive attitude

Keep emotion under control as it may impact the feeling andreaction to customer

Always keep the customer with you by listening actively,keep saying yeah or okay with showing respect andsympathy.

VS

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Question?

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Complaint Process

1. Handling Complaint Techniques

Once a person is complaining for a reason she/he will talk and talk a lot ofthings or may not some times. Before jumping to any conclusions, learn

the facts of the situation. Look at the issue from all sides and ask theperson to explain his or her view. What we should do is:

1. Dont be defensive (dont buy into it)

2. Listen carefully and actively to what he/she is trying to tell you and note

3. Repeat to clarify the complaint to ensure you get it right as he/she toldcorrectly and apologize for the inconvenience happened. *At this state, we haveto clarify and find the information according to its category and process the complaint right to

find solution.

4. Acknowledge the persons feelings of frustration, disappointment

5. Try to solve the problem or offer alternatives when a solution is notpossible by explaining what action you will take to correct the problem

6. Thank the caller for constructive complaints to your attention or letting usknow about the problem he/she has faced.

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Customer Care Operation

How to handle complaint ofInternational Call

How to handle complaint ofMobile Internet

How to handle complaint ofMMS

How to handle complaint ofSMS

How to handle complaint ofTV streaming

How to handle other complaints

(Drive Z 200 OPERATION Customer Care Raksmey Report COMPLAINT PROCESS

2. How the Customer Care Agent process thecomplaints

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Corporate Sales Direction - Commercial Book 15

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Corporate Sales Direction - Commercial Book 16

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Corporate Sales Direction - Commercial Book 17

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Customer Care Operation