1. Chapter 11: Technology and Customer Service Customer Service: A Practical Approach, 5th ed. By Elaine K. Harris

2. Customer Service: A Practical Approach, 5e Elaine K. Harris © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 2 Today’s customers expect: Availability : Services designed to meet the customer’s schedule. Accessibility: When the customer needs to talk, the provider can be reached. Accountability: Customers prefer quick and accurate answers to service questions.

3. Customer Service: A Practical Approach, 5e Elaine K. Harris © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 3 Steps for Introducing New Technologies Prepare your staff. Train supervisors and team leaders first and get them to buy in. Develop a group of “change champions”. Sell your vision. Praise successful use of the new technology. Resist the temptation to complain. Celebrate small successes. Avoid the “shelfware syndrome”.

4. Customer Service: A Practical Approach, 5e Elaine K. Harris © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 4 Teleselling: Selling products, services, or information via the telephone.

5. Customer Service: A Practical Approach, 5e Elaine K. Harris © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 5 Inbound calls: Calls that originate with the customer and may include catalog ordering, billing questions, technical support, product use, or other information.

6. Customer Service: A Practical Approach, 5e Elaine K. Harris © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 6 Outbound calls: Calls that originate from the call center to the customer and are usually intended to sell products or services, conduct market research, or respond to customer inquiries.

7. Customer Service: A Practical Approach, 5e Elaine K. Harris © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 7 Automatic call distribution: When calls are routed to the next available service provider.

8. Customer Service: A Practical Approach, 5e Elaine K. Harris © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 8 “Call Me” Web browser: Allows customers linked with a company’s Internet site to be referred to a call center representative who then calls the customer to respond to the customer request.

9. Customer Service: A Practical Approach, 5e Elaine K. Harris © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 9 Automatic number identification: Allows the call recipient to identify the incoming number and caller. Additional background or historical information may be displayed on the recipient’s computer screen to enable him or her to better serve the customer.

10. Customer Service: A Practical Approach, 5e Elaine K. Harris © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 10 Online bill paying: Offers customers the opportunity to receive and pay bills online.

11. Customer Service: A Practical Approach, 5e Elaine K. Harris © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 11 Webinars: Online collaboration or training. Common providers are companies like Webex and GoToMeeting.com

12. Customer Service: A Practical Approach, 5e Elaine K. Harris © 2010 Pearson Higher Education, Upper Saddle River, NJ 07458. All Rights Reserved. 12 Internet telephony or Voice Over Internet Protocol (VoIP): Telephone service over the Internet. Currently there are significant cost savings and efficiencies related to this method of voice communication.