Transcript Agent TrainingCONTACT CENTER

Your Customer is Our Customer.
Agent Training
CONTACT CENTER
WRITTEN COMMUNICATIONS
Communications Overview
We are responsible for creating and
maintaining long term relationships
with our consumers and supporting
our brands through each and every
contact opportunity..
PURPOSE
To provide communications
training which balance both
theoretical and practical skills.
To develop necessary skills to be
effective in written
communications.
To provide a tool for self
evaluation for use in each
interaction.
Communications Overview
We are the ambassadors of our
brands and the voice of our
consumers. We employ consumer
intelligence by listening attentively
and escalating when necessary and
appropriate.
AGENDA
• Listening
• Responding to Conflict
• Understanding Implications to
Workflow
• Crafting Responses
• Self Evaluation: Does it pass
the Complete, Concise, Clear,
Concrete, Correct,
Considerate, and Courteous
test?
GOALS
At the end of this training module, you will be able to:
• Name each skill necessary for effective written communication
• Describe how each skill applies to effective written communication
• Demonstrate the ability to utilize each skill to improve written communication
• Understand the implications of your actions to workflow
• Self evaluate
The Lingo to Know . . . .
Communication. The exchange of information between people,
DEFINITIONS
e.g. by means of speaking, writing, or using a common system
of signs or behavior.
Written Communication. Involves any type of interaction that
makes use of the written word.
Email. Or electronic mail, is a system that allows text-based
messages to be exchanged electronically, such as between
computers or cell phones. It is an electronic store and forward
method of composing, sending, storing, and receiving
messages over electronic communication systems.
Chat. Communication over the Internet, that offers a real-time
direct transmission of text-based messages from sender to
receiver, hence the delay for visual access to the sent message
shall not hamper the flow of communications in any of the
directions.
Take Note!
Jot this stuff down! It’s important!
Skill: Listening
• Although communication might
be thought of as one-way only,
effective communication is bidirectional and employs
listening skills.
• Listening is a fundamental step
in effective communication.
• one person must convey
information, the other party
must be receptive to what is
being expressed.
Take it to the Next Level
Anticipate the next
question, step, or process in
the interaction.
 Communication is a receiver
based phenomenon.
 Sometimes it takes effort!
 Be diligent.
Listening
Skill: Responding to Conflict – Step 1
Don’t take it personally!
• It will ruin your day – Don’t let it
happen!
• Your response will be effected
by your mood.
Skill: Responding to Conflict – Step 2
Gather Details
• Goes back to listening
• You cannot provide a solution
unless you have a complete
understanding of the problem.
• Is it a problem with a product or
service? The answer will inform
the solution you provide.
Skill: Responding to Conflict – Step 3
Offer Solution
• Stay within policy.
Skill: Responding to Conflict – Step 4
Escalate when necessary
• Do all you can to resolve the
issue, but pass it up when you
must.
Skill: Responding to Conflict – Step 5
Be courteous
• Remember your manners.
• Offer the best possible solution
within policy.
• Treat your customer as you
would like to be treated.
• Make them feel cared for and
valued in your words and
actions.
Skill: Responding to Conflict – Step 6
Document
• Those handling the issue after
you need accurate & detailed
information.
• Customer service issues are
reviewed for service gaps.
• Reviewed by partners
• Reviewed internally so
service gaps do not arise in
the future
Take it to the Next Level
Take ownership and pick up
the phone.
 Layered and complex = Phone
call
 Too many variables/questions
= Phone call
 Multiple emails = Phone call
Responding to Conflict
Skill: Understanding the Implications to Workflow
The 6 things to ask yourself:
» Where are the pitfalls?
» How is what I’m doing affecting
the next step in the process?
» Have I informed the customer?
» Have I informed the other
constituent departments?
» Are my notes helpful, concise,
and accurate?
» If I’m passing the baton, is there
anyone there to receive it?
Take it to the Next Level
Establish a personal method
for follow-up.
 Send yourself an email.
 Use task manager or case
notes feature.
 Use calendar to follow up on
certain dates.
Understanding Workflow
Knowledge Check
What skills do
we need?
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•
•
Listening
Responding to Conflict
Understanding Workflow
Crafting Response
Self Evaluation
How can we
employ each
skill?
•
•
•
Practice
Practice
Practice
What is the
result?
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Complete
Concise
Clear
Concrete
Correct
Considerate
Courteous
Your Customer is Our Customer.
Skill: Crafting Responses
» Written form of communication
has its advantages:
» Time
» Permanent record
» Allows for better feedback
» Good writing skills increases
customer satisfaction;
improves inter-office
efficiency; and enhances the
image of the partner.
» ….and its disadvantages:
» Lacks immediate feedback
» Lacks immediate response
» Takes longer to compose
Skill: Crafting Responses
» Proper spelling, grammar and
punctuation - USE IT!
» Improper spelling, grammar
and punctuation give a bad
impression of your company.
» Proper spelling, grammar and
punctuation is important for
conveying the message
properly.
» Crafting an effective response is
so much more than proper
grammar and punctuation!
Take Note!
We are going to spend some time on the
skills of Crafting Responses and Self
Evaluation!
Skill: Crafting Responses – Step 1
» Acknowledging receipt of
the enquiry/request
» Thank you for your letter of …
regarding / concerning / in
connection with …
» Referring to your enquiry
about / relating to …
» We have received your letter
of … requesting information
about …
Skill: Crafting Responses – Step 2
» Explaining action taken as a
consequence of the enquiry
» We have (reviewed our
available stock) …
» We reached out to the
vendor/manufacturer to
discuss possible solutions.
» We have checked/looked
into/investigated (the
possible approaches) …
Skill: Crafting Responses – Step 3
» Making suggestions
justifying recommendations
pointing out pros and cons
» The best choice would be …
»
»
»
»
»
»
since …
We highly recommend … as /
due to the fact that …
… would probably be more
suitable because …
… seems to suit you better
although …
Perhaps you should choose …
even though …
We recommend this item
since…
In view of the fact that …, We
would strongly recommend …
Skill: Crafting Responses – Step 4
» Apologizing and rejecting
proposals
» While we appreciate your
need for this information, we
regret that …
» It will not be possible to … for
legal reasons. We are bound
to …
» We are concerned that …
» Regretfully…Unfortunately…
» We apologize for…
Skill: Crafting Responses – Step 5
» Stipulating action
requested or to be taken
» We shall arrange for … by …at
the latest.
» We shall see to it that …
» Please reply to this email
with…
» Please call us at the number
below to provide…
Skill: Crafting Responses – Step 6
» Establishing goodwill and
suggesting contact
» We hope this
suggestion/information will
be useful to you.
» We hope that this
information will help you to
make decisions on your
order.
» We look forward to hearing
from you.
» We look forward to receiving
your confirmation of …
» Please feel free to contact us
again if you need any further
assistance.
Knowledge Check
What are the
steps in
crafting
responses?
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Acknowledge Receipt
Explain Action Taken
Make Suggestions
Apologize if Necessary
Stipulate Action/Request
Establish Goodwill
How can we
employ each
step?
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•
What is the
result?
Practice
Practice
Practice
Templates
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Complete
Concise
Clear
Concrete
Correct
Considerate
Courteous
Your Customer is Our Customer.
Let’s Practice!
Thank you for your email regarding…
We shall see to it that …
Please feel free to contact us again if you
need any further assistance.
•
•
•
•
•
•
Acknowledge Receipt
Explain Action Taken
Make Suggestions
Apologize if Necessary
Stipulate Action/Request
Establish Goodwill
While we appreciate your need for this
information, we regret that …
Perhaps you should choose … even
though …
We reached out to the
vendor/manufacturer to discuss possible
solutions.
Let’s Practice!
Referring to your enquiry about…
Please reply to this email with…
We look forward to hearing from you.
We are concerned that …
The best choice would be … since …
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•
•
Acknowledge Receipt
Explain Action Taken
Make Suggestions
Apologize if Necessary
Stipulate Action/Request
Establish Goodwill
We have checked/looked
into/investigated (the possible
approaches) …
Skill: Self Evaluation - Does it Pass the Test?
Complete
Concise
Clear
Concrete
Correct
Considerate
Courteous
Skill: Self Evaluation – Avoiding Pitfalls
What’s wrong here?
Regarding your return for order# 939604, we were not
able to locate your return in our warehouse. If you
shipped your order back to us more than 14 business
days ago, please provide your return tracking#, and we
will gladly research further.
This does not pass the CLEAR test! What we meant to say
was:
Regarding your return for order# 939604, it has not yet
been received in our warehouse. If you shipped your
order back to us more than 14 business days ago, please
provide your return tracking#, and we will gladly
research further.
Skill: Self Evaluation – Avoiding Pitfalls
What’s wrong here?
Please submit your custom logo in a JPEG format and
email your billing information as it appears on your
credit card statement. We will set up an account for you.
This does not pass the CORRECT or CLEAR test! We
should have said:
Please reply to this email with your organization’s
contact information, including billing address and phone
number, so we may set up your account.
Skill: Self Evaluation – Avoiding Pitfalls
What’s wrong here?
Please return them using our prepaid label back to our
warehouse. You will be refunded as soon as we receive
them. Processing returns does take up to 14 business
days though.
This does not pass the CONCISE and COURTEOUS test!
We should have said:
We are happy to accept your return at the address
below. Please allow up to 14 business days for your
return to be processed.
Skill: Self Evaluation – Avoiding Pitfalls
What’s wrong here?
We’re not sure what the price would be on the item
you’re looking at. We will forward this on to corporate to
see what they say about it.
This does not pass the CONCRETE, CONSIDERATE, or
COURTEOUS test! We should have said:
Your question is important to us but will require a bit
more research. We anticipate providing you with a
complete response within two business days. We
apologize for any inconvenience this may cause and
appreciate your patience while we gather the
information necessary to assist you.
Skill: Self Evaluation – Avoiding Pitfalls
What’s wrong here?
We will set up an account and get a catalog request
ready for you. Unfortunately, it will take 2-6 weeks to
reach you as we only send them out maybe once or
twice a month.
This does not pass the CONCISE, CORRECT, or
COURTEOUS test! We should have said:
We will be happy to send you a catalog. Delivery may
take up to two weeks; however, please click here to view
our latest catalog online.
Knowledge Check
What skills do
we need?
•
•
•
•
•
Listening
Responding to Conflict
Understanding Workflow
Crafting Response
Self Evaluation
How can we
employ each
skill?
•
•
•
Practice
Practice
Practice
What is the
result?







Complete
Concise
Clear
Concrete
Correct
Considerate
Courteous
Your Customer is Our Customer.
How your training relates….
For additional resources, please refer to
the following training modules:
• Quality Assurance for Written
Communication
• PCI Compliance/Fraud Awareness
• Customer Service
Other resources include:
• The Elements of Grammar by Margaret
Shertzer
• http://www.inc.com/encyclopedia/written
-communication.html
• http://thinksimplenow.com/productivity/1
5-tips-for-writing-effective-email/
FEEDBACK
Thank you for your attention!
• Thoughts?
• Questions?
• Ideas?