Archive for the ‘Customer Service Articles’ Category

Customer Service - Dealing with the Foreign Accent

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AMERICA’S FAVORITE CUSTOMER SERVICE TRAINING | ONLINE | DVDs | ON-SITE WORKSHOPS

Empower your team with skills to improve customer service, build client loyalty,enhance customer satisfaction, increase teamwork & manage more effectively.

The Telephone Doctor® Complete 18 Module DVD Video Library is our flagship customer service training solution. The techniques in this iconic customer service training series have been validated by tens of thousands of organizations & call centers worldwide. Regularly refreshed and updated, this best-selling series is hosted by Customer Service Expert Nancy Friedman. Trusted by over 30,000 HR leaders & trainers, these skill-driven DVD-based courses will add instant credibility and proven content to your next customer service workshop, staff meeting or training class.

Telephone Doctor Customer Service Training Series
Your staff will learn from vignettes showing the wrong way and modeling the right way to handle delicate situations. Behavior change is immediate. Unlike “awareness” training programs on the market, these courses empower your team with exact verbiage and behavior. Topics in these video training courses include defusing irate customers, empathy, attitude, internal service, avoiding killer words, listening skills, being business friendly, questioning techniques, using positive phrases, cardinal rules, proactive customer service, basic phone skills, up selling/cross selling, follow up, rudeness and hundreds more skills & techniques designed to improve Customer Satisfaction Scores (CSAT).

Perfect for call centers, help desks, support staff, technical support staff and any team member who interacts with customers.

http://www.telephonedoctor.com
Free Customer Service Articles, eBook & White Paper

AMERICA’S FAVORITE CUSTOMER SERVICE TRAINING | ONLINE | DVDs | ON-SITE WORKSHOPS

Empower your team with skills to improve customer service, build client loyalty,enhance customer satisfaction, increase teamwork & manage more effectively.

The Telephone Doctor® Complete 18 Module DVD Video Library is our flagship customer service training solution. The techniques in this iconic customer service training series have been validated by tens of thousands of organizations & call centers worldwide. Regularly refreshed and updated, this best-selling series is hosted by Customer Service Expert Nancy Friedman. Trusted by over 30,000 HR leaders & trainers, these skill-driven DVD-based courses will add instant credibility and proven content to your next customer service workshop, staff meeting or training class.

Telephone Doctor Customer Service Training Series
Your staff will learn from vignettes showing the wrong way and modeling the right way to handle delicate situations. Behavior change is immediate. Unlike “awareness” training programs on the market, these courses empower your team with exact verbiage and behavior. Topics in these video training courses include defusing irate customers, empathy, attitude, internal service, avoiding killer words, listening skills, being business friendly, questioning techniques, using positive phrases, cardinal rules, proactive customer service, basic phone skills, up selling/cross selling, follow up, rudeness and hundreds more skills & techniques designed to improve Customer Satisfaction Scores (CSAT).

Perfect for call centers, help desks, support staff, technical support staff and any team member who interacts with customers.
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The script used by the customer service agents during their calls is often the primary reason why they cannot bring their work up to a certain quality. Customers are changing their tastes and preferences on a daily basis. There is little room for formal frigidity anymore in answering service. The BPO agents have to dynamic and charming, to say the least. When the callers choose to speak to a live agent, they want the person to be interactive and friendly. They like telemarketing agents who go out of their way to solve their problem. That makes them feel special and privileged. Customers are often tempted to stay on with a particular brand when they feel that the telephone answering agents are amicable with them. However, problems arise when the supervisors at call centers prune down this freedom of the agents.

The BPO workforce has always been a dynamic unit. Changes have come into it from external and internal sources. By external sources I mean the attrition that has happened because of better opportunities and the lure of better money by rival call centers. By internal means, I’m talking about the pressures of telemarketing services that has prompted many to quit the business process outsourcing sector once and for all. If we examine the causes of the workforce trends changing over time, you will have to look at several aspects. For example, women constitute about 30% of the employees in call centers and yet there are only about 4% of them in the upper levels of the organization. Why is it so? Let’s find out!

Women, especially in the developing countries like India, where there is a social pressure to raise a family have to rethink their career when they reach a certain age. Then they have to think about shifting gears on their career paths and work out time to start a family. This demands that they either quit their crazy job hours at call centers or take a sabbatical. In other words, they have to put a speed breaker on their way. This sets them back badly. The management of BPO companies is not sure anymore as to how many days she will keep working. They are hesitant about entrusting them with the job that requires time, effort and lots of commitment. It becomes a difficult choice for the woman to continue working when they are saddled with additional responsibilities. Soon they find themselves handing in their papers.

Experienced transcription service agents know that flattery can go a long way in ensuring a sale. It’s a trade secret that few want to talk about but many would like to use. Customers often want to feel special about being associated with your brand. Your call center agents must make them realize that. You can speak to them about their problems and issues with the products/services that they have brought from you. When you talk of matters that are slightly different from hardcore business, you create opportunities to cross sell and up sell. Moreover, the customers realize that you are genuinely interested in their lives and problems. The human connection is necessary for telemarketing services, and a bound script cannot provide that.

We have a dynamic customer service team that takes good care of our clients and customers. Our inbound call center department often receives lavish praises for quality order taking services.

With the economy and business environment as it is, news of employee layoffs and cost cutting measures abound. While this is expected behavior during a recession, the danger of cutting too deep in areas that affect customer satisfaction is very real. Such actions would drive away customers and thus further reduce sales in the medium term.

It is important to remember that while sales and employee morale are at all time lows, customer demands for quality, service and value, keep increasing or at minimum remain the same. While actions taken show well on an excel worksheet on how costs structures are being improved, the damage they are doing for the business and its ability to sustain growth when good times return are not equally well represented.

Efforts to reduce costs and stretch budgets should not be done with the end result of making life difficult for the customer. Good performing companies are known to take better care of their customers during difficult times because they recognize the value of loyal customers. Where a choice is to be made, between keeping a good customer versus trying to wow a new customer, the former should be the priority. Customer loyalty should not be put at risk at the expense of short term gain proposals dished out by finance people that simply look at the numbers without understanding the business processes and activities behind them.

Where cutting costs in customer service areas is justified, the organization needs to take time to thoroughly evaluate and plan actions that will be taken to keep the customer from noticing the difference or change. Examples of actions that may be taken include, providing cross training for those expected to cover expanded duties, providing increased empowerment to customer service staff for improved decision making and customer problem solving speed, identifying your strategic customers and ensuring that they are well taken care and seeking out opportunities to incorporate additional services that cost little but provide the customer improved satisfaction.

The customer is arguably the most valuable asset of the organization. Whatever the business situation, changes to operations need to be done keeping the customer and their satisfaction in mind. The costs of not doing this, is to court eventual business failure.

Dr Fernando Kevin Vince is currently the Vice President of Strategy & Human Resources with a global multinational. He is the author of 5 books, regular speaker at regional conferences and a certified trainer with American Management Association. He is the founder of The Association for Strategy & Leadership Professionals. Details can be found on http://www.strategy-OE.com