qb Call Centre

Customer Service
&

Complaint Process
Total Duration of presentation: 6 hours

CONTENTS


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 the complaints

Customer Care Operation

1. Why need Customer Service?

What is Customer Service? It is the provision of service before, during and after a purchase. It is a series of activities designed 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 a consumer has of the company. Greater understanding and demanding of consumers The ccustomer demand value for their money, or they are out of the door turning their backs to businesses that do not deliver value. The good customer service adds value! Good customer service makes economic sense, Usually The survival of any company is repeat business. Forever.

Customer Care Operation

How can I be a good Customer Service Server?

If you understand what your customers need, you will be able to serve them satisfactorily.

What are their needs, in term of services?

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

Corporate Sales Direction - Commercial Book

2. Teamwork and Team Building

Team is especially appropriate for conducting tasks that are high in complexity and have many interdependent subtasks. A team comprises a group of people or animals linked in a common goal.

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Teamwork Exercises

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Team Building Exercises

Helium stick
The 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 to the 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.

Team Building Exercises

Toilet Paper Icebreaker
For this icebreaker game, all you will need is a full roll of toilet paper. The leader of the meeting takes the roll of toilet paper and pulls off several squares before handing the toilet paper to another person and asking them to do the same. Once everyone in the room has taken some toilet paper, everyone counts the number of squares that they have and then tells everyone in the room that many things about themselves. For example, if someone has three squares, they share three things about themselves.

Customer Care Operation

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 of handling 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?

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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:

Always Do!

Never do!

Always answer the call before 3rd ring Always say Sorry for any mistake if you have during the conversation Always say thanks when the caller give the feedback Always treat the customer with respect during the conversation. Pick up the call and answer with yes, yeah, what or ugh. Blame another person or department about the issue. 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 before
end 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 caller

for calling us or for using our qb services. Thank you for calling and using our CUBE services Goodbye!

Professional manner of Call Centre Agent should be taken into consideration:

Always be in the positive attitude Keep emotion under control as it may impact the feeling and reaction to customer Always keep the customer with you by listening actively, keep saying yeah or okay with showing respect and sympathy.

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 of things 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 the person to explain his or her view. What we should do is:
1. 2. 3.

Dont be defensive (dont buy into it) Listen carefully and actively to what he/she is trying to tell you and note Repeat to clarify the complaint to ensure you get it right as he/she told correctly and apologize for the inconvenience happened. *At this state, we have
to clarify and find the information according to its category and process the complaint right to find solution.

4. 5.

Acknowledge the persons feelings of frustration, disappointment Try to solve the problem or offer alternatives when a solution is not possible by explaining what action you will take to correct the problem Thank the caller for constructive complaints to your attention or letting us know about the problem he/she has faced.
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6.

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2. How the Customer Care Agent process the complaints

     

How to handle complaint of International Call How to handle complaint of Mobile Internet How to handle complaint of MMS How to handle complaint of SMS How to handle complaint of TV streaming How to handle other complaints
200 OPERATION Customer Care Raksmey Report COMPLAINT PROCESS

(Drive Z

Customer Care Operation

Corporate Sales Direction - Commercial Book

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Corporate Sales Direction - Commercial Book

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Corporate Sales Direction - Commercial Book

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