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Customer Service
&
Complaint Process
Total Duration of presentation: 6 hours
CONTENTS
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.
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Teamwork Exercises
Always use the greeting script to welcome the callers, with telling your name.
Good morning/afternoon/evening, Bophas speaking, how may I help you?
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?
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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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
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