1. CHAPTER NINE Customer Service via Technology

2. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-2 L EARNING O BJECTIVES Understand extent of technology use Use technology to enhance delivery Communicate via technology Deliver quality service via telephone Recognize impact of verbal cues Send & receive voice mail messages

3. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-3 The Extent of Technology How many of you have a telephone at home? How many of you have a cell phone? Internet access at home? How many of you regularly use the internet for information? Shopping?

4. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-4 To Compete Today, Companies Must: Provide better Customer Service. - Why? As access to products becomes easier via internet, the only ways to compete are price or customer service. Keep Costs Down in the Process - How? By using technology

5. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-5Examples http://www.nordstrom.com http://www.landsend.com http://www.subjex.com/

6. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-6 C ALL C ENTER O R H ELP D ESK Reduce staff and costs Increase service effectiveness Integral part of business Use of technology growing growing

7. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-7 T YPES O F T ECHNOLOGY (1) Automatic call distribution (ACD) system Automatic number identification (ANI) Electronic mail (e-mail) Facsimile (fax) machine http://www.usaa.com http://www.usaa.com Internet call back system Internet telephony Interactive voice response (IVR)

8. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-8 T YPES O F T ECHNOLOGY (2) Media blending On-line information fulfillmentfulfillment Predictive dialing system Screen pop-ups Teletype (TTY) systems Video Voice recognition

9. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-9 A DVANTAGES/ D ISADANTAGES O F T ECHNOLOGY Organizational issues Employee issues Customer issues Additional issues: Phishing & SpoofingPhishing & Spoofing

10. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-10 E -MAILE -MAIL E TIQUETTE & S TRATEGIES (1) E TIQUETTE S TRATEGIES E -MAIL E TIQUETTE S TRATEGIES Use abbreviations and initials Proofread and spell-check Think before writing Use short, concise sentences Upper and lower case Be careful with punctuation Use for informal correspondence

11. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-11 Paris in the the Spring

12. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-12 E -MAIL E TIQUETTE & S TRATEGIES (2) Use for business only Use care with information sent USE BCC sparingly Copy only necessary people Get permission to send materials Be cautious with emoticonsemoticons Fill in address line last

13. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-13 F ACSIMILE Be considerate of receiver Limit graphics Limit recipients

14. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-14 A DVANTAGES O F T ELEPHONE S ERVICE Convenience Ease of communication Economy Efficiency

15. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-15 C OMMUNICATION S KILLS F OR S UCCESS (1) Speak clearly Limit jargon, slang and colloquialisms Adjust your volume Speak to allow comprehension Use voice inflection Use correct grammar

16. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-16 C OMMUNICATION S KILLS F OR S UCCESS (2) Pause occasionally Smile as you speak Project a positive image and attitude Wait to speak Limit activity

17. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-17 C REATING A P OSITIVE P HONE I MAGE Continually evaluate self Use proper posture Be prepared Speak naturally Be time-conscious Be proactive Conclude calls professionally

18. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-18 E FFECTIVE P HONE U SAGE (1) Eliminate distractions Answer promptly Use titles with names Ask questions Use equipment properly Use speakerphones with caution Transfer calls properly

19. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-19 E FFECTIVE P HONE U SAGE (2) Always request to transfer Announce transferred calls If call receiver not available; reconnect with caller Avoid blind transfers Check back with holds Thank the caller who holds Use call waiting

20. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-20 V OICE M AIL & A NSWERING M ACHINES Manage incoming calls Place calls to voice mail effectively Avoid phone tag

21. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-21 T AKING M ESSAGES P ROFESSIONALLY Name Company name Phone number Brief message When to return call Time and date of call