Sharing Session

Group Members:Ong Xiu Xian

Ng Tse Hsiung Loh Chiau Ru

Valerie Chen DairongSelene Chow Xue Ling

Hong Shi Ying

Introduction• Definition of Service Recovery:

– A process that identifies service failures, effectively resolves client problems, classifies their root cause(s), and yields data that can be integrated with other measures of performance to assess and improve the service system.

Importance of Service Recovery

• Word of mouth for dissatisfied clients spread 5 times faster than word of mouth for satisfied clients.

• Costs of acquiring a new client are higher than the costs of retaining a client.

Importance of Service Recovery

• If service recovery was not introduced to satisfy and retain our dissatisfied clients:

– Current sales dollars would be lost– Reputation, goodwill and trust would be lost

– Jobs would be lost (no customer, no business, thus, retrenchment)

– Future business would be lost (loss of customer networks)

Service Recovery Process

CSO Listen and Acknowledge the Problem

Investigate the problem

Apologize for the problem

caused

Compensate the client or provide upgrade to the

client

Lay out the alternative options or

solutions for the client

Client Calls In

Client Complain

Client’s Fault

Our Company’s Fault

Do not accept the solutions

Accept the solution

Call End

Service Recovery

Lay out another alternative options or

solutions or negotiate with

clients

Explain the findings

Customer Evaluation

1. Did the CSO use proper greeting?• 100% Yes

2. Did the CSO listen attentively?• 96.7% Yes

3. Did the CSO understand client’s complaint?• 100% Yes

4. Was the CSO able to provide solution or alternative solution to the client?

• 100% Yes

5. Was the CSO able to manage the conversation?• 100% Yes

6. Are you happy with the service after you have feedback about your complaint?

• 96.7% Yes

7. What are your suggestions for improvements?

• Fluency 25.0%

• Confidence 25.0%

• Calmness 16.7%

• Speak faster 16.7%

• Politeness 16.7%

Customer Evaluation

Areas Of Strengths and Weaknesses

• Strength of our CSO♠ Proper greeting is done♠ Able to understand to client’s

complaint♠ Able to provide alternative

solutions♠ Able to manage the conversations

Areas Of Strengths and Weaknesses

• Weaknesses of our CSOℓ Unable to stay calmℓ Not confidentℓ Communication skillsℓ Tone of voiceℓ Impoliteℓ Poor listening skills

Improvements Required

• Call agents needs to improve on∂ Courtesy level∂ Speed of the speech∂ Fluency of their speech∂ Calmness when a question is asked

by the clients∂ Product knowledge so to improve

on our confident

Lessons Learnt• We had learnt to

۩ Stay calm when a client asked a question۩ Tolerate with the unreasonable clients۩ Apologize when we or our company had

made a mistake۩ Work together as a team when one of the

team members is not able to provide an answer to the clients.

۩ Handle difficult clients and able to change into a satisfied clients

Objective The objectives of call review exercise is to check on the CSO consistency and also let

us hear it by ourselves and know where we have went wrong during the inbound or outbound calls. Then from these, we will learn from our mistakes and will not

do it again or coaching and retraining can be done.

• 83% of our CSO listened attentively to the clients

• 87% of our CSO had good product knowledge– Good product knowledge helps CSO gain confidence

• All our CSO were able to provide alternative solutions

• Most CSO were able to speak using average volume of speech

• Most CSO were able to speak smoothly

Analysis on Evaluation Results

• All our CSO:– stated their purpose of calling– asked for permission before continuing– explain the services clearly to the clients

• Most CSO had spoken with average speed of speech

• All our CSO showed politeness to the clients

Analysis on Evaluation Form

Areas of Strengths and Weaknesses

• Strength of CSO۞Sounds confident۞Fluency of speech۞Clarity of voice۞Good tone of voice۞Good calls handling skills۞Able to give alternative solutions when

presented with difficult problems

Areas of Strengths and Weaknesses

• Weaknesses of our CSO♥Delay in responses♥Not confident♥Poor Pronunciations♥Speed of speech is too fast

Recommendations

• Increase the number of role plays• More training on product to increase

the product knowledge• More company’s activities to increase

the strong bond of the CSO, as CSO also need good teamwork spirit

• More call review exercises should be done to learn from our mistakes

• Incentives program to motivate CSO

Lessons LearntLessons Learnt• We learnt

☺From our mistakes through the call review exercises

☺How to evaluate own team members’ mistakes

☺To improve our proper call etiquettes