How to Put the “Courtesy” Back in Customer ServiceHow to Put the “Courtesy” Back in Customer Service

Instructions for using this courseInstructions for using this course

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Course ObjectivesCourse Objectives

After this course you will be able to see how the proper greeting can change a member’s customer service experience from mediocre to “world class”

You will also see how the proper closing can leave the member with a feeling of satisfaction and keep them coming back for more.

What Is World Class Customer Service?What Is World Class Customer Service?

““World class “ Customer ServiceWorld class “ Customer Service

Is going above and beyond your required customer service duties to help our members.

Is doing whatever is possible within measure to make sure the customer’s needs are fully met and they are satisfied.

It means providing great service that keeps our members coming back for more.

It means putting our member’s needs “first”.

The importance of a greetingThe importance of a greeting

World class service begins with a representatives greeting.

The first impressionfirst impression a member receives about a company comes from a representative’s greeting.

The greeting sets the tone for the customer’s entire experience.

A good greeting is identified by the greeting skill sets used by a representative.

The importance of a greeting cont’dThe importance of a greeting cont’d

A greeting skill set includes:

1.1. Identify yourself and your company.Identify yourself and your company.

2.2. Offer a willingness to be of serviceOffer a willingness to be of service

3.3. Set a professional toneSet a professional tone4.4. Be aware of your voice tone.Be aware of your voice tone.

The importance of a greeting cont’d..The importance of a greeting cont’d..

Greeting examples:Greeting examples:

“ “ Good Afternoon, Customer Service.” Good Afternoon, Customer Service.” (Bad)(Bad)

“ Thank you for calling Empire Blue Cross and Blue Shield, this is _________ speaking.” (Ok)(Ok)

“Good morning and Thank you for calling Empire, this is ________________ speaking, How may I help you today?” (Great)(Great)

The importance of a closingThe importance of a closing

A proper closing can leave the member with a feeling of satisfaction.

It can also make the member feel like all the issues called about were resolved

It can show our members that our representatives take all their concerns seriously and work hard to provide world class service.

The importance of a closing cont’dThe importance of a closing cont’d

Closing Skill set: Recapping main points of discussion. Ensure both parties know what action items need

to be completed. Repeat required timeframes if applicable. Confirm if there is anything else that needs to be

done before you end the call. Thank the member for calling.

The importance of a closing cont’dThe importance of a closing cont’d

Closing Examples: Scenario #1: “Is there anything else I can help you with?

(no) Thanks for calling Empire, have a great day!”   Scenario #2: “Thank you very much for bringing this issue

to our attention, we appreciate you calling.”   Scenario #3: “ Was there anything else I could help you

with? (no) Well have a wonderful 4th of July and thanks again for calling Empire.”

AssessmentAssessment

What is an example of a great greeting?A: Good morning and Thank you for calling Empire,

this is ________________ speaking, How may I help you today

B: Thank You for calling _______ How can I help you?

C: Customer Service. How Can I be of service?

A B C

CORRECT!!!!!!CORRECT!!!!!!

B:INCORRECT!!!!!B:INCORRECT!!!!!

C:INCORRECT!!!!!C:INCORRECT!!!!!

THE CORRECT ANSWER ISTHE CORRECT ANSWER IS AA

THE CORRECT ANSWER ISTHE CORRECT ANSWER IS AA

COURSE COMPLETED!!!!!COURSE COMPLETED!!!!!

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