customer service
DESCRIPTION
Customer Service 101TRANSCRIPT
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John Sumsion•Sheralyn Romrell
Customer Service
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Introduction
First Impressions
Telephone Contacts
E-mailCommunication
Customer Service 101
Calming the Storm
Conclusion
INTRODUCTION
Customer Service: Vital for Success
• Why is customer service important to ESG?• What can I do better?• Dedicated Customer Service
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Introduction
First Impressions
Telephone Contacts
E-mailCommunication
Customer Service 101
Calming the Storm
Conclusion
First Impressions
First Impressions Matter
• People see you first, hear you second• Your body language counts as much as your
grooming
Courtesy Counts
• As adults we do not recive constant praise for being courteous• Say “please”, “thank you”, and “you’re welcome”• Say “excuse me” and “I’m sorry” (this is harder for adults)
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Introduction
First Impressions
TelephoneContacts
E-mail Communication
Customer Service 101
Calming the Storm
Conclusion
First Impressions
You can learn to have a more positive attitude•Change your “Self-talk”•Change mindset•Make a diffrence•Do not stereotype •Avoid being stressed
Attitude is everything
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Introduction
First Impressions
TelephoneContacts
E-mail Communication
Customer Service 101
Calming the Storm
Conclusion
Telephone Contacts
Say it with a smile
• Our customers will hear your smile through your voice
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Introduction
First Impressions
TelephoneContacts
E-mail Communication
Customer Service 101
Calming the Storm
Conclusion
Telephone Contacts
Putting your Best Ear Forward
• Listen to the customer’s opening statement
• Write down or input key points• Listen without interrupting• Give the customer you are helping
your full attention
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Introduction
First Impressions
TelephoneContacts
E-mail Communication
Customer Service 101
Calming the Storm
Conclusion
Telephone Contacts
Saying Hello
• Answer on the first ring• Give your name and opening statement• Sound enthusiastic and ready to help• Work on Relationship building from the
beginning of the contact
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Introduction
First Impressions
TelephoneContacts
E-mail Communication
Customer Service 101
Calming the Storm
Conclusion
Telephone Contacts
Between Hello and Goodbye
• Assure the customer you can help• Summarize the customer’s opening statement• Verbalize what you are doing• Put your personal touch into the contact• Before a lengthy pause, tell the customer what is
happening• When putting customers on hold, explain why
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Introduction
First Impressions
TelephoneContacts
E-mail Communication
Customer Service 101
Calming the Storm
Conclusion
Telephone Contacts
Saying Goodbye
• Recap what you are going to do• Gain the customer’s acceptance• Ask if you can help with anything else• Thank the customer for calling
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Introduction
First Impressions
TelephoneContacts
E-mail Communication
Customer Service 101
Calming the Storm
Conclusion
E-mail Communication
Planning
• Identify purpose of message, i.e. the reader will do such and such
Audience Analysis
• Who they are• How they feel about you• How they feel about the subject
Strategy
• Routine or good news, use a direct approach• Bad news or trying to persuade, use indirect approach
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Introduction
First Impressions
TelephoneContacts
E-mail Communication
Customer Service 101
Calming the Storm
Conclusion
E-mail Communication
Keep correspondence concise
• Business correspondence is short and to the point • State the purpose of the e-mail first • Use short well spaced paragraphs • Avoid paragraphs longer then four sentences
(break it up) • Use an agenda for longer messages
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Introduction
First Impressions
TelephoneContacts
E-mail Communication
Customer Service 101
Calming the Storm
Conclusion
E-mail Communication
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Introduction
First Impressions
TelephoneContacts
E-mail Communication
Customer Service 101
Calming the Storm
Conclusion
E-mail Communication
Be Careful what you write
• E-mail is not private• Always use care in how and what you say
Grammar
• Read your e-mail out loud• Don’t become lax in your writing
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Introduction
First Impressions
TelephoneContacts
E-mail Communication
Customer Service 101
Calming the Storm
Conclusion
E-mail Communication
Write a descriptive subject line
• Some people will read an e-mail totally on the basis of the subject line
E-mail don’ts
• Don’t send sensitive messages by email• Don’t write in all caps
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Introduction
First Impressions
TelephoneContacts
E-mail Communication
Customer Service 101
Calming the Storm
Conclusion
E-mail Communication
Summarize the main message
• State the action that needs to take place i.e. additional correspondence needed
• The closing is a good place to interject ESG’s personality
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