1. WELCOME TO UNIT 9

2. Welcome to Unit 9

3. WELCOME TO UNIT 8

4. It is acceptable in business to use emoticons when e-mailing customers. 1.Yes. 2.Yes, if you have been working with the customer on a previous occasion and have advanced to a good relationship. 3.Never. 4.It really doesn’t matter if you do or don’t.

5. Within the past month, how often have you participated in a blog site? 1.Never 2.1-5 times 3.6-10 times 4.More than 10 times

6. Do you tend to judge a company you choose to buy a product from by the quality, accuracy, and user-friendliness of its website? Yes No

7. Unit 8 Customer Service Technologies Objectives Describe the use of web-based technologies in customer service departments. Discuss some design principles that are important to remember when developing a website. Understand the advantages and disadvantages of exchanging email messages with customers. Describe the application of instant messaging, chat rooms, and web logs (blogs) when serving customers online.

8. Identifying Customer Service Web-Based Technologies Email allows a customer to send a message quickly and effortlessly. Instant messaging and chat rooms allow a customer to engage in one-on-one, real-time text dialogs with CSRs. FAQs permit customers to quickly view the most common product and service issues through a list of frequently asked questions.

9. Identifying Customer Service Web-Based Technologies Knowledge bases offer current and detail information about products and services. Online forums allow users to share information and post responses to each. Voice call-back permits customers to click a button on the customer service site to receive a return call from an e-rep.

10. Website Issues and Design Considerations Business-to-consumer e-commerce (B2C) –Consists of the sale of goods and services from a business entity to a consumer or the general public through its website, or electronic storefront –The B2C model eliminates the middleman

11. Effective E-Commerce Websites Factors that lead to E- loyalty –Low prices –Wide selection of products –Website appearance and ease of navigation –Accessibility of up-to-date information –Ease of ordering –Posted privacy policies –Security safeguards –Shipping choices –On-time delivery –High-quality customer support

12. Considerations When Designing a Service- Friendly Website What is the purpose of the website? What graphics are needed to capture and maintain customer interest? How easy is it to navigate and perform search functions? Will customers feel secure with the buying experience? Is the website fun, current, interactive, and interesting?

13. Emailing Customers Advantages –Eliminates telephone tag –Saves time –Speeds up the process of making decisions –Is inexpensive Disadvantages –Is not confidential –Does not communicate the sender’s emotions well –May be ignored or delayed by respondents

14. Getting Customer Feedback Go to http://www.netpromoter.com/np/index.jsp to see what Apple and many other companies are using to get customer feedback to improve their businesses.http://www.netpromoter.com/np/index.jsp

15. Other Customer Messaging Systems Internet Protocol Private Branch Exchange systems (IP- PBX) –Call center equipment that routes inquiries automatically Instant Messages –A real-time Internet communication service that notifies you when one or more people are online and allows you to exchange messages or files in a real-time typed conversation.

16. Other Customer Messaging Systems Chats –The purpose is for agents or specialists to approach customers while they are online and offer assistance Fax Documents –A device that transmits and receives documents over telephone lines Blogs –A website where entries are made in journal style and displayed in reverse chronological order. –Also referred to as web logs, they contain text, images, and links to other blogs or web pages and are part of a wider network of information. –There are almost 9 million active blogs, with 40,000 new ones popping up each day.

17. Are there advantages for a person to begin their career as a customer service representative? Yes No

18. Some people feel that a manager of a customer service department is unnecessary and needlessly costly. Do you agree with this statement? Yes No

19. Unit 9 Managing, Training, and Rewarding Great Customer Service Objectives Explain the role of management in setting standards for customer service Describe the working environment and duties for most customer service representatives Identify reasons companies should train, empower, and reward service professionals Discuss the qualities that a good customer service manager should possess

20. Setting Standards in Customer Service Standards are a baseline description of service performance guidelines that tell workers what is expected of them, both in the quality and in the quantity of their work. Mission statements –Articulate what the customer service department is expected to contribute –Provide guidelines for the behavior of various departments involved in customer service situations –Provide a sense of identity, continuity, and pride in CSRs Customer service standards reflect an understanding of what customers need, want, and are willing to pay for Performance measurements measure –Operations management –Service level –CSR quality and productivity –Employee satisfaction –Customer satisfaction

21. Examples of Measurable Customer Service Standards 98% of online customer inquiries will be answered live within five minutes of their receipt. Credits on product returns will be posted to customer accounts within two working days. Complaints involving $500 or less will be resolved within three working days.

22. Understanding the Evolving CSR Position CSRs perform a variety of duties that require them to communicate effectively and to work under limited supervision. –Work inside offices between 35 and 40 hours/week –Use telephone, calculator and computer to produce documents and product information for customers

23. Retaining CSRs and Other Loyalty Issues Retain CSRs by training, empowering, and rewarding them CSR Training –Methods used include coaching and role playing Empowering CSRs –Involves giving CSRs authority to handle customer complaints on the spot and to use that authority to win customer satisfaction without fear of repercussion

24. Retaining CSRs and Other Loyalty Issues Rewarding CSRs –With service performers going unrecognized compared to salespersons, it is unwise for companies to send the message that service is less important than sales. –A small recognition event means a lot. Motivators that retain loyal employees –Provide meaningful work –Provide good bosses –Provide a feeling of being part of a team

25. Managing a Customer Service Department Managers motivate CSRs when they –Generate a spirit of service –Build trust –Develop people –Lead through example –Stay focused Managers can monitor CSRs when they –Review email for consistency and core values –Monitor customer service calls

26. Resolving Conflicts To disagree diplomatically, follow these rules 1.Reflect your understanding of the other’s position or opinion. 2.Let the other person know you value him or her as a person, even though your opinions are different. 3.State your position or opinion.