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 extend 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 E STIMATED W IRELESS S UBSCRIBERS

4. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-4 C ALL C ENTER O R H ELP D ESK Reduce staff and costs Increase service effectiveness Integral part of business E-commerce growing

5. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-5 T YPES O F T ECHNOLOGY (1) Automatic call distribution (ACD) system Automatic number identification (ANI) Electronic mail (e-mail) Facsimile (fax) machine Internet call back system Internet telephony Interactive voice response (IVR)

6. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-6 T YPES O F T ECHNOLOGY (2) Media blending On-line information fulfillment Predictive dialing system Screen pop-ups Teletype (TTY) systems Video Voice recognition

7. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-7 A DVANTAGES/ D ISAVANTAGES O F T ECHNOLOGY Organizational issues Employee issues Customer issues Additional issues

8. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-8 E -MAIL E TIQUETTE & S TRATEGIES (1) 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

9. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-9 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 of emoticons Fill in address line last

10. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-10 F ACSIMILE Be considerate of receiver Limit graphics Limit recipients

11. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-11 A DVANTAGES O F T ELEPHONE S ERVICE Convenience Ease of communication Economy Efficiency

12. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-12 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

13. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-13 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

14. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-14 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

15. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-15 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

16. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-16 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

17. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-17 V OICE M AIL & A NSWERING M ACHINES Manage incoming calls Place calls to voice mail effectively Avoid phone tag

18. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved. 9-18 T AKING M ESSAGES P ROFESSIONALLY Name Company name Phone number Brief message When to return call Time and date of call