After understanding the problem fully, the agent should offer the available solutions. The customer should be made to understand the pros and cons of each option. In a logical manner, the agent should take the customer through the trouble shooting steps, reconfirming steps when needed.
Resolution should be done by describing, explaining and instructing whenever necessary. You may need to describe a particular icon or object to a customer for him to identify it easily. You may have to explain the logic behind following a particular procedure, if the customer demands it. You definitely need to instruct the customer to continue with the resolution process.
* Task 1 – offering options/resolution
* Task 2 – checking the resolution
After checking the resolution, you need to verbally assure the customer that his issue has been successfully resolved. Then the agent should offer further help to the customer if required. Some companies verify with the customer, their level of satisfaction with the service provided. Any additional information about the company, case ID etc. are also given at this stage.
* Task 1 - assuring the customer that the issue has been resolved or transferring the customer to the supervisor.
* Task 2 - offering further help.
* Task 3 - checking level of satisfaction
* Task 4 - giving company website
* Task 5 - Case ID
Script
* Task 1 - Mr. Brown, we have successfully reconfigured your scanner
OR
* Sir, I tried my level best, but I haven’t been able to sort out the issue. I am sure my supervisor will be able to help you. So may I connect you to my supervisor please?
* Task 2 - Is there anything else I can assist you with today?
* Task 3 - If you have any further queries, please feel free to call us anytime or else you can visit our website which is supportXYZ. com. It has answers to frequently asked questions and it should clear most of your doubts.
* Task 4 - Before I end the call let me give you a case ID no. for future reference. It is AB2345.
Thursday, December 20, 2007
Tuesday, December 18, 2007
Asking Relevant Probing Questions
After understanding the problem, the agent may need to ask certain specific questions to understand the problem better. These questions are of 3 types:
* Product driven
* Customer driven
* Problem driven
Most often product driven questions are asked in stage 2. Or the company might already have it on the database. If you need more information on the product you need to ask at this point.
E.g.
Which operating system do you use?
What is the model number of your router?
Customer driven questions are asked to ascertain the knowledge level of the customer.
E.g.Have you called tech support before?Have you added any hardware to your network setup?
Problem driven questions are based on the present problem.
E.g.
When was the last time you accessed the internet?
Do you see an error message?
Probing questions may be opened or close ended. They are used to get the requisite information.
Bad Calls Good Calls
Questioning 01.mp3 Questioning 01.mp3
* Product driven
* Customer driven
* Problem driven
Most often product driven questions are asked in stage 2. Or the company might already have it on the database. If you need more information on the product you need to ask at this point.
E.g.
Which operating system do you use?
What is the model number of your router?
Customer driven questions are asked to ascertain the knowledge level of the customer.
E.g.Have you called tech support before?Have you added any hardware to your network setup?
Problem driven questions are based on the present problem.
E.g.
When was the last time you accessed the internet?
Do you see an error message?
Probing questions may be opened or close ended. They are used to get the requisite information.
Bad Calls Good Calls
Questioning 01.mp3 Questioning 01.mp3
Saturday, December 15, 2007
Stage 3 - Listening To the Issue and Paraphrasing It
This is the most important stage of the call. The agent should listen very carefully to the problem. He should note down all key points mentioned by the customer. Without understanding what the problem is, an agent will not be able to troubleshoot.
After listening to the issue, you need to make sure you have understood the customer clearly. For this, you paraphrase the information given by the customer. You pick up the key points mentioned by the customer and rephrase the problem back to him. Not only does this ensure that you have understood the problem right, but it also gives confidence to the customer that you have listened and understood him right. This is especially significant when there is an accent issue and both the customer and agent find it difficult to understand each other.
* Task 1 - Listening To the Problem
* Task 2 - Taking control (accountability)
* Task 3 - Paraphrasing
Script
* Task 1 - I will definitely help you sort out the issue.
* Task 2 - I understand you want to install a wireless card in your laptop.
After listening to the issue, you need to make sure you have understood the customer clearly. For this, you paraphrase the information given by the customer. You pick up the key points mentioned by the customer and rephrase the problem back to him. Not only does this ensure that you have understood the problem right, but it also gives confidence to the customer that you have listened and understood him right. This is especially significant when there is an accent issue and both the customer and agent find it difficult to understand each other.
* Task 1 - Listening To the Problem
* Task 2 - Taking control (accountability)
* Task 3 - Paraphrasing
Script
* Task 1 - I will definitely help you sort out the issue.
* Task 2 - I understand you want to install a wireless card in your laptop.
Wednesday, December 12, 2007
Stage 2 - Collecting/Verifying Information
The tasks in this stage would be to collect the remaining pieces of information. The following information needs to be collected:
* Express service code
* Telephone number
* E-mail address
* Billing address
In case the details are already available in the database of the company, you only need to verify the information.
Bad Calls Good Calls
Collect 01.mp3 Collect 01.mp3
Collect 02.mp3 Collect 02.mp3
Differences between collecting, reconfirming and verifying
The word collecting in the context of a call means getting the spellings and numbers right. This is done by asking the customer to spell his name, address, etc. and by asking him to repeat telephone nos., case ID numbers etc.
Reconfirming – Agent repeats the collected information to confirm that the information collected is right.
Verifying – All information is available on the database. You don’t need to collect or reconfirm information but you need to ask the same from the customer to verify against database for security reasons.
* Task 1 – Get Express Service Code
* Task 2 – Buy time to open file
* Task 3 – Verify telephone number
* Task 4 – Verify e-mail address
* Task 5 – Verify billing address
* Task 6 – Thank customer
* Task 7 – Offer to help
* Express service code
* Telephone number
* E-mail address
* Billing address
In case the details are already available in the database of the company, you only need to verify the information.
Bad Calls Good Calls
Collect 01.mp3 Collect 01.mp3
Collect 02.mp3 Collect 02.mp3
Differences between collecting, reconfirming and verifying
The word collecting in the context of a call means getting the spellings and numbers right. This is done by asking the customer to spell his name, address, etc. and by asking him to repeat telephone nos., case ID numbers etc.
Reconfirming – Agent repeats the collected information to confirm that the information collected is right.
Verifying – All information is available on the database. You don’t need to collect or reconfirm information but you need to ask the same from the customer to verify against database for security reasons.
* Task 1 – Get Express Service Code
* Task 2 – Buy time to open file
* Task 3 – Verify telephone number
* Task 4 – Verify e-mail address
* Task 5 – Verify billing address
* Task 6 – Thank customer
* Task 7 – Offer to help
Monday, December 10, 2007
Stage 1 - Call Opening
This includes greeting, introducing the company,self-introduction and an offer of help. Sometimes instead of the offer of help, the agent asks for the first piece of information.
Remember, the first impression is the most important impression. Customers try to visualize the person on the other end of the line just as an agent tries to form a mental picture of the customer. Smile as you open the call and deliver the opening statement in an enthusiastic manner. A smile will definitely be heard by the customer in your tone. The customer should feel good about reaching the agent. A welcoming tone sets the stage for a positive and productive communication.
If the opening statement is made without a smile the customer might mistake the agent’s attitude to be indifferent or bored. The customer will definitely not be happy with such an attitude. Research shows that the first 30 seconds of a call are the most important as they form the basis of the customer’s perception of the agent and the company he represents.
The different tasks in the call opening stage are
* Greeting and introducing the company
* Introducing yourself
* Collecting the first piece of information
Thank you for calling XYZ Company. My name is ABC. May I have your first and last name please?
The third task is the transition into the next stage of the call i.e. is collecting information or verifying the available information. Transitions make the flow of the call smooth.
Bad Calls Good Calls
Open 01.mp3 Open 01.mp3
Open 02.mp3 Open 02.mp3
Open 03.mp3 -
Remember, the first impression is the most important impression. Customers try to visualize the person on the other end of the line just as an agent tries to form a mental picture of the customer. Smile as you open the call and deliver the opening statement in an enthusiastic manner. A smile will definitely be heard by the customer in your tone. The customer should feel good about reaching the agent. A welcoming tone sets the stage for a positive and productive communication.
If the opening statement is made without a smile the customer might mistake the agent’s attitude to be indifferent or bored. The customer will definitely not be happy with such an attitude. Research shows that the first 30 seconds of a call are the most important as they form the basis of the customer’s perception of the agent and the company he represents.
The different tasks in the call opening stage are
* Greeting and introducing the company
* Introducing yourself
* Collecting the first piece of information
Thank you for calling XYZ Company. My name is ABC. May I have your first and last name please?
The third task is the transition into the next stage of the call i.e. is collecting information or verifying the available information. Transitions make the flow of the call smooth.
Bad Calls Good Calls
Open 01.mp3 Open 01.mp3
Open 02.mp3 Open 02.mp3
Open 03.mp3 -
Thursday, December 6, 2007
Structure of a Call
Calls in a service industry are divided into 2 types: inbound calls and outbound calls. Inbound calls are usually customer care calls whereas outbound calls are telemarketing calls and collection calls.
Customer care calls are inbound calls from existing or prospective customers who want information on the product or require after – sales assistance.
Telemarketing calls are outbound calls made by the agent to prospective customers to market their product or service E.g. Insurance and credit cards. Collection calls are again outbound calls made by companies to remind customers to pay their bills.
E.g. Banking and credit cards
Like any other form of communication, a telephone call also follows a logical structure. The different stages of an inbound call are given below:
* Call opening
* Collecting information/verification of information
* Listening to and paraphrasing the issue.
* Asking relevant probing questions
* Resolution
* Pre-closing
* Closing the call
Before taking a call, ensure you are ready to attend to a customer. Have the computer booted and ready. Keep a paper and pen ready and be mentally prepared to take the call. Answer the call promptly – preferably within 3 rings.
Customer care calls are inbound calls from existing or prospective customers who want information on the product or require after – sales assistance.
Telemarketing calls are outbound calls made by the agent to prospective customers to market their product or service E.g. Insurance and credit cards. Collection calls are again outbound calls made by companies to remind customers to pay their bills.
E.g. Banking and credit cards
Like any other form of communication, a telephone call also follows a logical structure. The different stages of an inbound call are given below:
* Call opening
* Collecting information/verification of information
* Listening to and paraphrasing the issue.
* Asking relevant probing questions
* Resolution
* Pre-closing
* Closing the call
Before taking a call, ensure you are ready to attend to a customer. Have the computer booted and ready. Keep a paper and pen ready and be mentally prepared to take the call. Answer the call promptly – preferably within 3 rings.
Wednesday, December 5, 2007
Customer Relationship Management
What does 'Care' entail?
* Listening
* Understanding the need of every customer
* Empathising when required
* Souding confident and
* Handling them in a way that the Customer Experience is good!
* Listening
* Understanding the need of every customer
* Empathising when required
* Souding confident and
* Handling them in a way that the Customer Experience is good!
Saturday, December 1, 2007
SlashSupport Certified TechSupport Professional in Networking
Objectives
The objective of this training program is to help you become a good Technical Support Professional by helping you learn the various aspects of networking technology and exposing you to the world of Soft Skills. Your dexterity in both these modules will help you jump start your career in the world of Technical Support.Like mentioned above program has two verticals one being Technology and the other Communication.The skills you will gain are necessary to be a successful Technical Support Professional in Networking.
The objective of this training program is to help you become a good Technical Support Professional by helping you learn the various aspects of networking technology and exposing you to the world of Soft Skills. Your dexterity in both these modules will help you jump start your career in the world of Technical Support.Like mentioned above program has two verticals one being Technology and the other Communication.The skills you will gain are necessary to be a successful Technical Support Professional in Networking.
This Program will assist you to learn technologies like
- Computer Hardware
- Operating System
- Networking
- Wireless Networking
- VOIP
- GPS etc.
- Business English
- American Culture
- Customer Service
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