Learning points 80 activities for call center excellence

Learning Points 80 Activities and Actions for Call Center Service Excellence Peter R Garber HRD Press, Inc „ Amherst „ Massachusetts Copyright © 2005, Peter R Garber The materials that appear in this book, other than those quoted from prior sources, may be reproduced for educational/training activities There is no requirement to obtain special permission for such uses We do, however, ask that the following statement appear on all reproductions Reproduced from Learning Points: 80 Activities and Actions for Call Center Service Excellence by Peter Garber, Amherst, MA: HRD Press, 2005 This permission statement is limited to reproduction of materials for educational or training events Systematic or large-scale reproduction or distribution—or inclusion of items in publications for sale—may be carried out only with prior written permission from the publisher Published by: HRD Press, Inc 22 Amherst Road Amherst, MA 01002 800-822-2801 (U.S and Canada) 413-253-3488 413-253-3490 (fax) http://www.hrdpress.com ISBN 0-87425-807-3 Cover design by Eileen Klockars Production services by Jean Miller Editorial services by Sally Farnham Table of Contents Introduction vii Part 1: Customer Service Learning Point 1: Pre-Assessment Learning Point 2: The Call Center—A Demanding Place to Work Learning Point 3: Customer Priority Learning Point 4: Customer Service Tips Learning Point 5: Response Exercise Learning Point 6: Customer Service Factoids Learning Point 7: Service Never Goes Out of Style Learning Point 8: Service Is Timeless Learning Point 9: More Customer Service Factoids Learning Point 10: Call Center Customer Service Self-Test Learning Point 11: More Customer Service Tips Learning Point 12: Missions Accomplished Learning Point 13: Your Personal Mission Statement Learning Point 14: Writing Your Mission Statement Learning Point 15: Mission Statement Factoids Learning Point 16: Part 1: Customer Service Key Learning Points 10 11 12 13 14 16 17 18 19 20 21 Part 2: Developing Telephone Skills 23 Learning Point 17: Really Listen to the Customer Learning Point 18: Give “Really Listening” a Try Learning Point 19: Listening Tips Learning Point 20: Listening Skill Practice Learning Point 21: Listening Factoids Learning Point 22: Building Rapport on the Telephone Learning Point 23: Rapport Building Tips Learning Point 24: Rapport Examples Learning Point 25: Your Rapport Builders Learning Point 26: Rapport Building Factoids Learning Point 27: Understanding the Customer Learning Point 28: Understanding the Customer Tips Learning Point 29: Customer Profiles Learning Point 30: Understanding the Customer Factoids Learning Point 31: Part 2: Developing Telephone Skills Key Learning Points 25 26 27 28 29 30 31 32 33 34 35 36 37 38 iii 39 Part 3: Tools of the Trade 41 Learning Point 32: Customer Service Tools Learning Point 33: Using the Wrong Tool Learning Point 34: Tools of the Trade Tips Learning Point 35: Customer Service Toolbox Learning Point 36: Tools of the Trade Factoids Learning Point 37: Be a Problem Solver Learning Point 38: Reducing Hassles for the Customer Learning Point 39: Problem-Solving Tips Learning Point 40: Checking for Problem-Free Customer Service Learning Point 41: Problem-Solving Factoids Learning Point 42: Building Customer Confidence Learning Point 43: Customer Confidence Tips Learning Point 44: Hitting the Target Learning Point 45: Customer Confidence Factoids Learning Point 46: Part 3: Tools of the Trade Key Learning Points 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 Part 4: Working in Customer Service Teams 59 Learning Point 47: Teamwork Learning Point 48: Synergy + > Learning Point 49: Teamwork Tips Learning Point 50: Teambuilding Exercise Learning Point 51: Teamwork Factoids Learning Point 52: Cubicle Neighbors Learning Point 53: Cubicle Rules Learning Point 54: Be a Good Neighbor Learning Point 55: Cubicle Neighbor Tips Learning Point 56: Good Cubicle Neighbors Exercise Learning Point 57: Cubicle Neighbor Factoids Learning Point 58: Information Sharing Learning Point 59: Outdated Information Learning Point 60: Information Tips Learning Point 61: Information Sharing Word Search Exercise Learning Point 62: Information Sharing Factoids Learning Point 63: Part 4: Working in Customer Service Teams Key Learning Points 61 62 63 64 67 68 69 70 71 72 74 75 76 77 78 80 iv 81 Part 5: Call Center Customer Relations 83 Learning Point 64: Reputations Learning Point 65: Advertisement Money Can’t Buy Learning Point 66: Reputations Tips Learning Point 67: Reputations Exercise Learning Point 68: Reputations Factoids Learning Point 69: Customer Expectations Learning Point 70: Customer Problems Learning Point 71: Upset Customer Tips Learning Point 72: Dealing with Upset Customers Exercise Learning Point 73: Upset Customer Factoids Learning Point 74: Building Tomorrow’s Business Learning Point 75: Become a Sure Bet for Success Learning Point 76: Building Tomorrow’s Business Tips Learning Point 77: 50 Ways to Get Your Customers to Call Again Exercise Learning Point 78: Building Tomorrow’s Business Factoids Learning Point 79: Part 5: Call Center Customer Relations Key Learning Points Learning Point 80: Post-Course Assessment 85 86 87 88 89 90 91 92 93 95 96 97 98 v 99 100 101 103 Introduction Working in a call center is a very important job Customers from around the country (and possibly the world) depend on you to provide the highest quality service possible to meet their needs and requirements Call centers provide a unique opportunity for customers to make purchases or receive services from the comfort and convenience of their own homes via their telephones As the world becomes more and more connected electronically through such things as the Internet and e-mail, the popularity of this trend in customer service will certainly continue in the future As a member of a call center team, you are on the cutting edge of this exciting and dynamic technological revolution that is taking place in customer service today Understanding the principles of call center service is essential to meet the requirements of customers who call into the center Some of these principles are unique to call centers and their customers Others have universal application and apply to dealing effectively with any customer regardless of the business or situation Use all these principles to provide the best service you possibly can to your customers You will find that not only will your customers feel good about doing business with you, but you will be enriched by the experience as well These activities and actions for call center service excellence are designed to help you better understand or review many of the basic principles of customer service Perhaps most important is to remember how you feel when you call someone for assistance in a purchase or to receive a service Think about how you would want to be treated if you were on the other end of the telephone Treat the customer exactly that way and you will have learned the greatest lesson of all in customer service These activities and actions for call center service excellence provide you with a variety of ways to learn more about call center service Some of these activities and actions simply present an idea, fact, or concept related to call center service Others provide exercises, assessments, or quizzes to help you develop your call center service skills Regardless, each presents a different learning or skillbuilding opportunity The activities and actions are presented in five parts: Customer Service (Learning Points 1–16) Developing Telephone Skills (Learning Points 17–31) Tools of the Trade (Learning Points 32–46) Working in Customer Service Teams (Learning Points 47–63) Call Center Customer Relations (Learning Points 64–80) Good luck and we hope these principles will help you be successful on your job in the call center vi Part 1: Customer Service This page intentionally left blank Learning Point Pre-Assessment This first Learning Point provides you with an opportunity to assess your skills concerning your role as a member of a call center service team The correct answers are provided following this assessment As a member of a call center team, you are part of the technical revolution that is occurring in the customer service industry today A True B False The reason why the call center exists is because of the: A economy B owner of the business C competition D customer The one constant in a call center is the need to provide to the customer A refunds B service C directions D excuses A call center’s mission statement is designed to communicate which of the following? A The goals and objectives of the organization B The direction in which the call center is headed in the future C The importance of the customer to the business D All of the above Effective listening doesn’t really have to take that much effort A True Effective listening just comes easily to everyone B False Effective listening requires your full effort and attention One of the services that customers expect from a customer service representative is for you to help them solve problems A True B False Learning Point 71 Upset Customer Tips • Hear the customer out Listen carefully to why the customer is upset • Let the customer know that you are concerned and prepared to try to resolve the problem • Take Action to resolve the problem • Follow up to ensure the resolution has been implemented • Thank the customer for his or her patience 92 Learning Point 72 Dealing with Upset Customers Exercise Identify each of the following responses as being either acceptable (a) or unacceptable (u) to an upset customer Place an “a” or a “u” in front of each statement I am sorry sir, but we simply cannot accept a return without a receipt If that is a problem for you, you will just have to talk to someone else I can’t change the rules for you I am sorry you had to wait so long to be connected This is a very busy season for us You can’t expect us to answer every call on the second ring this close to the holidays You should have called earlier I did double check as you requested and I’m afraid that we are all out of that style right now, and it will take at least six weeks for more to come in Can I suggest some other alternative products that might also work for you? You’re right, I don’t like my job very much and I can’t wait to get out of here as soon as the holidays are over! And it’s having to deal with people like you that make me hate it so much Yes, I can certainly let you talk to my supervisor Maybe she will be able to help you with your problem I am sorry that I wasn’t able to correct this situation I hope you are able to get everything resolved Please hold on while I get her Yes, you should have received that order by now There obviously is something wrong here I will put a trace on that delivery, and in the meantime, I will send a new order out to you right away Let me make sure that I have your correct address Madam, if you would just let me get a word in, maybe I could solve your problem Yelling at me isn’t going to get anything accomplished I am sorry, but you ordered that before the prices went down I guess you’re just out of luck Have a nice day Goodbye You can return it within 30 days for a full refund, but after that you can only get a credit return I am sorry that you misunderstood this policy when you originally ordered the product However, we have many products available; perhaps I could suggest something else that would work for you just as well 93 Dealing with Upset Customers Exercise (continued) Correct Answers u I am sorry sir, but we simply cannot accept a return without a receipt If that is a problem for you, you will just have to talk to someone else I can’t change the rules for you u I am sorry you had to wait so long to be connected This is a very busy season for us You can’t expect us to answer every call on the second ring this close to the holidays You should have called earlier a I did double check as you requested and I’m afraid that we are all out of that style right now, and it will take at least six weeks for more to come in Can I suggest some other alternative products that might also work for you? u You’re right, I don’t like my job very much and I can’t wait to get out of here as soon as the holidays are over! And it’s having to deal with people like you that make me hate it so much a Yes, I can certainly let you talk to my supervisor Maybe she will be able to help you with your problem I am sorry that I wasn’t able to correct this situation I hope you are able to get everything resolved Please hold on while I get her a Yes, you should have received that order by now There obviously is something wrong here I will put a trace on that delivery, and in the meantime, I will send a new order out to you right away Let me make sure that I have your correct address u Madam, if you would just let me get a word in, maybe I could solve your problem Yelling at me isn’t going to get anything accomplished u I am sorry, but you ordered that before the prices went down I guess you’re just out of luck Have a nice day Goodbye a You can return it within 30 days for a full refund, but after that you can only get a credit return I am sorry that you misunderstood this policy when you originally ordered the product However, we have many products available; perhaps I could suggest something else that would work for you just as well 94 Learning Point 73 Upset Customer Factoids Failing to try to resolve a customer’s problem or concern will almost certainly ensure that he or she never does business with the call center again You need to whatever is reasonably possible to resolve customers’ problems and concerns If certain policies and practices potentially cause customers to become upset, these should be communicated so that everyone understands them Customer problems are actually opportunities to regain the trust and confidence of that customer This will have a tremendous influence in determining if the customer will ever business with the call center again in the future 95 Learning Point 74 Building Tomorrow’s Business It is important to look forward to tomorrow’s business as well as today’s You need to build on the relationship you have established with your customers to develop future business You have already proven yourself as a reliable and quality supplier to the customer, thus reducing many of the risks and hassles for them of beginning a new business relationship This can be a very important selling point to your customers as they decide where to take their business in the future 96 Learning Point 75 Become a Sure Bet for Success Build on your past with your customers to develop future successes by providing the very best service you possibly can This can be far more reliable than many of the promises and claims they hear from someone they have never done business with before You are a sure bet Give your customers a reason to want to call you again Make the service you provide to your customers memorable Give your customers the service they want and deserve and they will come back time and time again 97 Learning Point 76 Building Tomorrow’s Business Tips • Every success you have with your customers can become a selling point for future business • You need to find ways to make the customer want to continue to business with you in the future • You have the advantage over other potential suppliers in that you have already proven to be a quality and reliable supplier • Let the customer know that you appreciate their business and ask them to continue to call the center in the future 98 Learning Point 77 50 Ways to Get Your Customers To Call Again Exercise Highlight or mark your “Top 10 List” from the list of 50 ways to help ensure that your customers keep calling you again in the future with continued business 50 Ways to Get Your Customers to Call Again 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 Meet customers’ requirements Do what you say you will Listen carefully Be reliable Be consistent Pay attention to details Say thank you Ask the customer to call again Deliver the goods Be courteous Be empathetic Be trustworthy Don’t rely on gimmicks Know the product Know pricing information Understand policies Be tolerant Explain Don’t get mad Exceed expectations Innovate Know your business Save the customer money Don’t waste the customer’s time Be positive Be proactive Appreciate your customers 28 Understand the customer’s perspective 29 Add value to the process 30 Build customer loyalty 31 Be professional 32 Create incentives 33 Reduce hassles 34 Save steps 35 Expedite 36 Always be honest 37 Remember: “The customer is always right.” 38 Honor commitments 39 Follow up 40 Don’t pressure customers 41 Have contingencies 42 Offer suggestions 43 Reduce “red tape.” 44 Take care of the “little things.” 45 Have integrity 46 Take pride in your work 47 Make customer service your top priority 48 Take corrective Action 49 Refer to the customer by name 50 Treat customers the way you want to be treated 99 Learning Point 78 Building Tomorrow’s Business Factoids A proven supplier is better than any promise that an unknown supplier can make to a potential customer Customers don’t like surprises, particularly when it comes to poor quality and service They would much rather deal with a supplier who is a sure bet when it comes to these important factors Future business is the real lifeblood of any business Begin building it every day 100 Learning Point 79 Part 5: Call Center Customer Relations Key Learning Points There are certain kinds of advertisements that even money can’t buy These advertisements might be either positive or negative to the rest of the world A True B False A call center can simply change their public image by purchasing paid advertisements to cancel out any damaging effects of these unpaid advertisements A True B False The best form of advertisement is a satisfied customer A True B False An example of taking a short-term measure to deal with a problem that a customer might be experiencing would be: A immediately replacing the product or service the customer purchased B telling the customer that there is nothing you can to correct the problem C telling the customer that a solution to the problem is currently being worked on and he or she will just have to be patient until the situation is corrected D telling the customer just to “live with the problem.” There are at least 50 ways to get your customers to call back again in the future A True B False 101 Part 5: Call Center Customer Relations Key Learning Points (continued) Correct Answers A True There are forms of advertisements that cannot be bought, regardless of how much money someone might spend These advertisements might project positive images to the public, but also might involve negative ones as well B False Even paid advertisements sometimes cannot change the public’s perceptions created by these unpaid advertisements A True Satisfied customers tell other people about their positive experiences, which can be the best advertisement you could ever have A immediately replacing the product or service the customer purchased Even though this will not prevent the problem from reoccurring, it solves it for the customer at least at this point in time A True See the list of 50 ways in Learning Point 85 and there are many more for you to discover as you work together with your customers to provide the best service you possibly can 102 Learning Point 80 Post-Course Assessment This post-course assessment provides you with the opportunity to measure your skill building and learning concerning call center service Compare your results on this activity with how your results were in the pre-assessment in Learning Point 1 What three words are most important in dealing with customers calling into your call center? A Profit, earnings, sales B Service, service, service C Time, work, shifts D Problems, solutions, returns You can listen at a rate of about _ words per minute, but most normal conversation is at _ words per minute A 800, 150 B 1500, 50 C 2000, 25 D 3000, 10 Building rapport with your customers is important because it: A helps set the stage for business discussions to follow B makes the customer feel more comfortable with you C relaxes the customer and gives him or her more confidence in you D All of the above Learning more about the typical profile of a customer of the call center will help you: A understand your customer’s needs B keep your customer’s business C Neither A or B above D Both A and B above Customers will respond not only to what you say, but how you say it A True B False If you have only one tool for dealing with customers, you tend to see the solution to every problem the same way A True B False 103 Post-Course Assessment (continued) Problem-free customer service involves: A being on-time B no surprises C quality D reliability E courtesy F All of the above Your customers expect you to be perfect all the time A True B False Synergy means that the combined efforts of a team are greater than the individual efforts of its members Which of the following is an example of synergy? A A team solves a difficult problem by its members brainstorming possible suggestions that results in a solution being discovered B A customer service representative at a call center asks several coworkers for help to solve a customer’s problem C Both A and B 10 How are sports teams and teams of people working together at a call center similar? A Both want to be the best they possibly can be and beat the competition B Both want to improve their skills to perform better and better in the future C Both are focused on achieving increasingly challenging goals D All of the above 11 Which of the following would be a good rule to follow when working with your co-workers in a call center environment? A Respect your co-workers’ personal space B Respect your co-workers’ privacy as much as possible C Treat your cubicle neighbors as you would want to be treated yourself D All of the above 12 One of the most important resources to a call center is which of the following? A Closeness to public transportation B Information C Parking D Availability of shopping nearby E None of the above 104 Post-Course Assessment (continued) 13 Money can’t buy a call center’s reputation It must be earned one customer at a time A True B False 14 Resolving a customer’s problem should involve which of the following? A Both short-term solutions and long-term corrective Action B Costly and inexpensive Actions C Practical and impractical answers D Popular and unpopular decisions 15 Which of the following are ways to ensure that your customers call you again in the future? A Meet customers’ requirements B Do what you say you will C Listen D Be reliable E Be consistent F Pay attention to details G Say thank you H Ask the customer to call again I Deliver J Be courteous K All of the above 105 Post-Course Assessment (continued) Correct Answers B Service, service, service A 800, 150 D All of the above D Both A and B above A True Often it is how something is said, not what is said that determines how a message is received A True Like the old saying, “If the only tool you have is a hammer, you tend to see every problem as a nail.” F All of the above B False Customers understand that mistakes happen from time to time, but they expect you to whatever you can to correct any problems that arise and prevent them from reoccurring C Both A and B 10 D All of the above 11 D All of the above 12 B Information 13 A True 14 A Both short-term solutions and long-term corrective action 15 K All of the above 106 [...]... the mission is for your call center? Perhaps it is in your employee handbook, training manual, reception area, or the bulletin boards in your center Or ask your supervisor if a mission has been established for your center Even if one has not been formally written and posted, find out what the overall operating philosophy and objectives of your call center are You might also ask the call center manager... 6 A 7 E 8 A 9 A 10 A 5 Learning Point 2 The Call Center A Demanding Place to Work Sometimes, especially when you are particularly busy, a call from a customer can seem like a nuisance or interruption This is of course, understandable Call centers can be a very hectic and fast-paced environment to work in at times There are many demands on your time, not only from the incoming calls you must answer,... The customer is Number 1 When a customer calls your call center, he or she expects a certain level of service and courtesy The customer has a need that only you can help serve The customer depends on you to provide your service and expertise in addressing whatever his or her need or problem might be It is paramount that you make the customers calling your call center feel as if you are there to be of... got them to call in the first place 16 Learning Point 12 Missions Accomplished A mission is more than just something you see in the movies, depicted as an impossible assignment that only the likes of Tom Cruise can accomplish Missions can also be statements created by a call center to communicate to everyone what it is committed to achieving and the goals it will work to obtain A call center s mission... you are performing a juggling act in a circus than working in a call center serving customers But remember: No matter how busy you are, the customer is why you are in business and you must provide quality service at all times 6 Learning Point 3 Customer Priority Despite how busy you might be, the point that you always have to remember is that it is because of the customers that the call center exists... the call center How can one support the other and vice versa? • Make sure your personal objectives and those of the organization are compatible • Review your personal mission statement with your supervisor or other managers at the call center 18 Learning Point 14 Writing Your Mission Statement In the space below, briefly write what your personal mission statement would be concerning your role at the Call. .. use the talent and expertise of all members D works hard to reach the team’s goals and beat the competition E All of the above 8 Call centers are all about information and sharing this information with customers A True B False 9 No amount of paid advertisement can make up for the damage that even one dissatisfied customer can create A True This is the worst kind of advertisement a business can get B... you are going both as an organization and personally as an employee 20 Learning Point 16 Part 1: Customer Service Key Learning Points 1 In truth, a call from a customer especially when you are busy is: A an interruption B a nuisance C an opportunity to be of service to the customer 2 Whose needs are most important when you receive a call from a customer? A Yours B The customer’s C Your co-workers’ 3 Service... campaigns are a great way to bring more business into the call center, but service will ultimately always be what keeps them coming back 5 A True Mission statements help everyone better understand what the organization stands for as well as its goals for the future 22 Part 2: Developing Telephone Skills 23 This page intentionally left blank Learning Point 17 Really Listen to the Customer In his popular... success And to some extent, this perception might be true, at least for the short term But again, service will ultimately surface as a critically important criterion to the customer’s satisfaction and success Once the newness or novelty of the latest fad wears away, the customer’s most basic need for quality service will become very apparent 11 Learning Point 8 Service Is Timeless Providing the best possible ... Learning Points: 80 Activities and Actions for Call Center Service Excellence by Peter Garber, Amherst, MA: HRD Press, 2005 This permission statement is limited to reproduction of materials for. .. Service Teams (Learning Points 47–63) Call Center Customer Relations (Learning Points 64 80) Good luck and we hope these principles will help you be successful on your job in the call center vi Part... Learning Point 57: Cubicle Neighbor Factoids Learning Point 58: Information Sharing Learning Point 59: Outdated Information Learning Point 60: Information Tips Learning