1. Chapter 9 Customer Service Via Technology
BUS151 People Skills
Chapter 9
Customer
Service
Via Technology

2. Customer service is a “24/7” responsibility
Customer service is a “24/7” responsibility. Technology can assist in making it effective.
Computers are continually becoming smaller, more complex, and more powerful.
We can communicate at any time and any place. More people are accessing telephone-related, customer service call centers, which are also called help desk.
There are about 100,000 call centers in the US, with over 3 million agents to answer those calls and service the people who have access to technology.

3. E-commerce Organizations who do business using technology
One thing remains clear: Customers still appreciate old-fashioned personalized customer service.
Successful service organizations realize that each customer is unique.
Some people are high touch while others are low touch; therefore, offering a variety of service delivery systems is smart business.
Whether face-to-face or via technology, there is often no substitute for a dedicated, knowledgeable, and well-trained employee.
You and your peers are the lifeline of your organization.

4. Types of Technology Automatic Call Distribution (ACD) System
Routes incoming calls to the next available agent when lines are busy.
A recording may cue you to select a series of numbers on the phone to get to certain people or information.
Incoming calls are pooled together into a queue and are distributed on a first-come, first-serve basis to the agent that has been idle the longest amount of time. This provides the work group with an even work load, and provides your callers with optimum service.

5. Types of Technology Automatic Number Identification (ANI)
System allows customers to be identified and their call directed appropriately before an agent talks to them. It could be
By customer’s phone number for geographic purposes.
For multilingual purposes.
Agent can identify customer before speaking with them.
Might be able to access information on a computer screen about customer’s history with the organization.
Same agent who most recently handled a specific caller.
Routed to service center closest to customer’s home.

6. Types of Technology Electronic Mail (E-Mail or email)
Inexpensive, rapid way of communicating with customers in writing worldwide.
Allows customers to access information via telephone and then have the information delivered to them via .
Big advantage
You can write a single message and have it delivered to hundreds of people worldwide in a matter of minutes at little or no costs.

7. Types of Technology Facsimile (Fax) Machine
Allows graphics and text messages to be transported as electronic signals via telephone lines or from a personal computer equipped with a modem.
Information can be sent anywhere in the world in minutes.
All-in-One
One piece of equipment that can print, copy, scan, and fax.

8. Types of Technology Internet Call Back
This allows someone browsing the Internet to click on words or phrases, enter their phone number, and continue browsing.
This triggers the predictive dialog system and assigns an agent to handle the call when it rings at the customer’s end.

9. Types of Technology Internet Telephony
VoIP (Voice over Internet Protocol)
A category of hardware and software that enables people to use the Internet as the transmission medium for telephone calls.
Some come bundled with web browsers, such as CoolTalk and NetMeeting. Others are standalone meaning self- contained.
Allows users to have voice communications over the Internet.
Although widely accepted in the industry, it is not currently embraced by consumers.

10. Types of Technology Interactive Voice Response (IVR)
Allows customers to call in 24 hours a day, 7 days a week, even when customer service representatives are not available.
By keying in a series of numbers on the phone, customers can get information or answers to questions.
Ensures consistency of information.
Example: Banks and credit car companies use such systems to allow customers to access account information.

11. Types of Technology Media Blending
Calls, s and other media are retrieved and then the various media are distributed between available agents. When an agent is busy on a call, they are not routed messages.
Allows agents to communicate with a customer over telephone line at the same time information is displayed over the Internet to the customer. Not at its fullest potential yet.
See next slide

12. Example of Media Blending

13. Types of Technology Online Information Fulfillment System
Allows customers to go to the World Wide Web, access an organization’s website, and click on desired information.

14. Types of Technology Predictive Dialing System
Automatically places outgoing calls and delivers incoming calls to the next available agent.
This system is often used in outbound (telemarketing) operations.
A predictive dialer is a computerized system that automatically dials batches of telephone numbers for connection to agents assigned to sales or other campaigns.
Because of numerous abuses, the government is continually restricting its use.

15. Types of Technology Screen Pop-ups
Uses it to identify callers.
As a call is received and dispatched to an agent, the system provides information about the caller that “pops” onto the agent’s screen before they answer the phone.
Information such as:
Order information
Membership data
Service history
Contact history

16. Types of Technology (TTY)
A typewriter-type device for sending messages back and forth over telephone lines.
A person who has hearing and speech impairments can contact someone who is using a standard telephone.
Braille-TTY telephone

17. Types of Technology Video
Uses video camera.
Allows for interactive communications.
This allows customers and agents to see one another during their interactions.
Because of privacy issues or preference, some software allows customers to block their image, yet still see the agent to whom they are speaking.

18. Types of Technology Voice Recognition
Typically used by individuals to dictate data directly into a computer, which then converts the spoken words into text.
People with disabilities can
obtain data from their
accounts by speaking into the computer.

19. Advantages and Disadvantages Organizational Issues
A company can extend its presence without physically establishing a business site and without adding staff.
Many customers can be served simultaneously.
Must have well-maintained, state-of-the-art equipment, which is very expensive.
Must have qualified, competent people to operate it.

20. Advantages and Disadvantages Employee Issues
Frees employees from mundane tasks such as taking information and mailing out forms, information, or other materials.
Allows employees to serve more people in a shorter period of time – and do it better.
Many organizations see this as a way to reduce staff costs and overhead, therefore eliminating positions.
Some people have difficulty using technology.
Stress levels increase due to pace of business.

21. Advantages and Disadvantages Customer Issues
Customer may use telephone and/or computer from home, office, car, or anywhere else to access products and services.
Allows for quick access to information and to have questions answered.
To have the latest gadgets is costly in terms of time and money.
Technology doesn’t always work as it is designed to, which leads to frustration.

22. Advantages and Disadvantages Additional Issues
There are some who will take advantage of technology – fraud and manipulation.
Violation of privacy.
Remember: a customer’s reluctance to provide you with information is not necessarily a reflection on you or your service-providing peers; it is based more on a distrust of the system.

23. Technology Etiquette and Strategies Email
Use abbreviations and initials = NO
Proofread and spell-check.
Think before writing.
Use short, concise sentences.
Use both upper- and lowercase letters.
Be careful with punctuation.
Use only for informal correspondence.

24. Technology Etiquette and Strategies Email (cont’d)
Use organization for business only.
Use care in the type of information you send.
Use blind courtesy copies sparingly.
Copy only necessary people.
Get permission to send advertisements or promotional materials.
Get permission to forward an .
Be cautious in using emoticons.
Fill in your address line last.

25. Technology Etiquette and Strategies Facsimile
Failing to adhere to some simple guidelines and cause frustration, anger, and a breakdown in the relationships between you and your customers.
Be consider of your receiver concerning the size of document being sent.
Limit graphics because of consumption of ink.
Limit correspondence recipients.

26. The Telephone in Customer Service
Modern businesses rely heavily on the use of telephones to conduct day-to-day operations and communicate with internal as well as external customers.
Some small- and medium-sized organizations don’t have dedicated customer service professionals to staff their telephones.
The responsibility for answering the phones falls on anyone who is available and hears it ring.

27. Tips for Creating a Positive Telephone Image
Speak clearly.
Limit jargon, slang, and colloquialisms.
Adjust your volume.
Speak at a rate that allows comprehension.
Use voice inflection.
Use correct grammar.
Pause occasionally.
Smile as you speak.
Wait to speak
Listen actively.

28. Effective Telephone Usage
Eliminate distractions.
Answer promptly.
Use titles with names.
Ask questions.
Use equipment properly.
Use speakerphones with caution.
Transfer calls properly – always request before transferring.
Call waiting – taking a second call may irritate your current caller – ask first.
Customers may feel you are too busy to properly serve them.

29. Voice Mail and Answering Machines or Services
INCOMING
Manage incoming calls effectively.
Keep your personal outgoing message current for those calling.
OUTGOING
Plan what you are going to say just in case no one answers.
Leave your name, number, and short description as to why you were calling.
Avoid phone tag – give time you are available.

30. Taking Messages Professionally
Person’s Name (spelled correctly)
Company name
Phone number (with area code)
Brief message
When call should be returned
Time and date of call
Your name as the person taking the call