part 3 9 Building and Maintaining Relationships Customer

part 3 9 Building and Maintaining Relationships Customer Service Via Technology Learning Objectives, Chapter 9 1. Recognize the extent to which customer service is facilitated by the effective use of technology. 2. Use technology to enhance service delivery capabilities. © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved. Mc. Graw-Hill

2 Building and Maintaining Relationships 3. Communicate effectively via e-mail, the Internet and fax. 4. Deliver quality service through effective telephone techniques. Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

3 Employing Technology to Conduct Business Help Desk A service provider trained and assigned to assist customers with questions, problems or suggestions. Customer Contact Center A central point within an organization from which all customer service contacts are managed via various forms of technology. Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

4 Types of Technology: What are the types of technology on the scene today? How are these items an advantage or disadvantage to business and industry? What are the fears of customers about using technology? Is it a real fear that is warranted by the state of technology information systems? Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

5 Using E-mail Ethically and Correctly What etiquette rules (tips) should you remember when sending an e-mail? If your customers are afraid of technology usage, what strategies may reassure them? Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

6 Using a Facsimile: Guidelines for Sending Faxes • Be considerate when sending multipage documents that could tie up a fax line for a lot of time. • Limit graphics that can tie up the machine. • Limit recipients to those who need to know. Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

7 Using the Telephone Answering the telephone – small and medium companies Telephone – second most important link in customer service Communication Skills for Success – one of these is definitely the telephone Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

8 Effective Usage: Using the telephone, continued Voice mail—answering machines Taking messages Advice for telephone communication Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

9 Advantages of the Telephone • • Convenience Ease of communication Economy Efficiency Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

10 Creating Positive Telephone Usage: Ways to serve customers effectively Continually evaluate yourself. Use proper body posture. Be prepared. Speak naturally. Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

11 Create Positive Telephone Usage, continued Have a good telephone image and usage record: Be time conscious. Be proactive with service. Do more than customers expect. Conclude calls professionally. Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

12 Effective Telephone Usage: Strategies to Prevent Poor Telephone Techniques Eliminate distractions Answer promptly Use titles with names Ask questions Use speakerphones with caution Use call waiting. Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.

13 Advantages of Telephone Customer Service Figure 9. 6 presents advantages of the telephone Mc. Graw-Hill © 2009 The Mc. Graw-Hill Companies, Inc. All rights reserved.