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Karla Aguilar 10th “B”


Index

Telephone ............................................................................................................................................. 2 Tip 15: It is this a Convenient Time to call? .............................................................................. 3 Homework 1 .................................................................................................................................. 6 Listen to Your Customer .................................................................................................................... 8 Homework 2 .................................................................................................................................. 9 ....................................................................................................................................................... 11 ....................................................................................................................................................... 12 Use Friendly Websites and technology communication ............................................................... 13 Blogs ............................................................................................................................................. 16 ........................................................................................................................................................... 18 ........................................................................................................................................................... 19 Web Page and Electronic Communication ..................................................................................... 20 Homework 2 ................................................................................................................................ 21 Pictionary ......................................................................................................................................... 22

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Telephone  People are operating blind.  They are the lowest paid, in the organization yet they are the image of the company.

 They don’t have visual clues (they can’t see what they are dealing with).  The message can be confused.

Action Tips 1. Check your phone use Attitude. 2. Contact and compare your company: customers create 1st impressions and conclusions about the company efficiency. 3. Avoid unnecessary Call Screening: Someone answers for you. 4. Answer Professionalism: Identify, use courtesy tittle and good etiquette. 5. Answer promptly and be prepared to Handle Calls: Answer immediately and don’t make the caller wait, write and record if it’s necessary. 6. Use Courtesy Title: Names that are politely and formally. 7. Thank people with kind words. 8. Smile even if they are not seeing you. 8. Be sure the conversation its over before hang up, it can be rude if you do it. 9. Handle the upset caller with tact and skill. 10. Modify your tone, loudness and Pitch. 2


Tip 15: It is this a Convenient Time to call? You have to ask if it is a good time when you are calling, because the person maybe will be involved in other activities. Be sure that if it wasn’t the good time, arrange a callback. It’s always necessary to be honest to tell it.

Tip 16: You have to take Messages cheerfully and accurately. You have to take notes with key words and phrases. When you are keeping a conversation its necessary to repeat the message to the caller and send it to the right person, be sure to complete them and avoid any problems:  You have to get the full name organization and telephone number and correct spellings asking when you can’t understand clearly.  When you can’t get a specific message, ask politely if they want to leave one be sure that they know you will pass it. And  Note the time a date with your initials.

Tip 17: Make sure your greeting Message Efficient. A machine or a voice mail receives messages; always keep it brief and clever. Leave your number and be sure the caller will return the call. You always have to leave:  Your name  Time.  Explanation and phone number.

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Tip 18: You need to learn to use your phones features. Today with the technology generation, it’s necessary for business people to know about tricks available through the phone system. This can cause customer in satisfaction for lack of features uses and shortcoming in treating with the highest degree the customer by of courtesy. Companies need to be aware of this by giving their employees all the necessary supplies for a good use of features, be sure to don’t abrupt the customer by asking if they are ok to wait, and be open with their feelings to reduce the annoyance.

Tip 19: You need to plan your outgoing Calls for Efficiency. Small talks can be useful to create good relationships, but business calls in portable phones are depending in airtime (50 cents per minute), so you can be prepare with writing information that can include the purpose and a list of information with your identification. Be sure of the person’s readiness to talk, if they are busy offer a callback. Always return calls with specific information to people who have called you and schedules or even lunch.

Tips 20: Don’t let the telephone interrupt. When you are in a meeting or with a businessperson live and the phone interrupts, don’t assume that the call is more important or a priority, if you have to respond always excuse yourself and let the caller now that you have someone with. 4


Assistant Work to improve your telephone communication: The good use of telephones are essential for your career, be sure to keep you informed by seminars or videos and learned skills. Don’t critique other peoples skills, but aware them with the tips given in this book. Listening carefully to spoken and unspoken messages remember that people can’t see you and give them a good service.

Companies are building relationships: Call centers are a new phenomenon that organizations have adapted for answering questions of customers. About years ago customer called and asked to talk with a representative that will transferred it to an employee who worked in a desk with a notepad or pencil, but they usually couldn’t answer and ask them to leave the number and name. The employee should take a few days to research the issue and called the customer later assuming them didn’t lose the information. Today everything has changed well run call centers can facilitate good and quicker service to build good relationships.

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Homework 1 Read the story of Garth´s call to the car dealership presented on page 56. Then, describe four telephone use problems that probably led to Garth´s irritation and his decision not do business with that dealer. Problem 1: The salesman replied Hello! when the client was transferred. Problem 2: There was a long pause while Garth was holding on for an answer. Problem 3: There was a click as the interrupter hung up without acknowledging Garths comment. Problem 4: After a few moment the salesperson picked up the phone and answer in an abruptly way. Mention six telephone tips in this chapter that could avoid these issues from happening. Action Tip 8 (Be sure the Conversation is Finished before You Hang Up) It’s an act of disrespectful to hang up before a conversation is over. For a customer will be rude, so you have to be sure to give well treat from the beginning and through out. Action Tip 4: (Answer with Professionalism) You always have to identify yourself and answer with good attitude, because it will show professionalism, also the uses of names will make the customer feel more comfortable. Action Tip 5: (use courtesy titles). It’s an act of politeness and formality to treat customers with courtesy titles. It will show them the respect and values of the company. Action Tip 5; (Answer Promptly and Be Prepared to Handle Calls) for a customer its irresponsible and rude to wait, you always have to be prepared with the enough information to demonstrate the efficiency of the company. Action tip 7: (Smile) Demonstrate your good attitude by smiling, even if the customer doesn’t see, you it’s necessary to make them feel contagious with positive energy. Action tip 12: (Speak naturally and comfortably) Use friendly voice tones and spontaneous reactions when you speak to a client, it will reflect a good attitude and service.

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Listen to Your Customer Hearing:

Listening:

Is the physical activity in which sounds waves are sent to the brain for understanding.

Is the psychological process that allows people to attach meanings.

Action Tips Mental Process. 1. 2. 3. 4.

Evaluate your Talk Ratio. Prepare to Listen Avoid Faking Attention Be Patitien, Defer Disagreement 5. Listen for More than the Facts 6. Bite Your Tongue before Interrupting 7. Solicit Clarification 8. Minimize the Number of Gatekeepers 9. Try Counter -Attitudinal Advocacy 10. Take Notes

The words or sound must be received.

Possess a set of meanings or referents sounds.

Internal Elements.

Environmental Elements.

Interactional Elements.

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Homework 2 1. What is the difference between hearing and listening? Hearing is a physical activity by which sound waves are sent to the brain to understanding and listening is a psychological process that allows a person to attach meanings to the sounds.

1. Mention the three types of factors that complicate the listening process and pose potential barriers. 

Internal Elements

Environmental Elements

Interactional Elements.

2. What two things can generate communication problems? 

When the words don’t make sense, the listener doesn’t possess a set of meaning for the sounds.

Have distractions around us, while we are trying to communicate.

3. What does CAA stand for and what does it mean? CAA means Acounter- attitudinal advocacy. The process when someone is able to put in other person’s position, and has the ability to listen objectively and truly understand without their own basis.

4. Mention, describe, and explain in your own words the three Action Tips that you consider most important. 

Action Tip 2: Prepare to listen, because everything depends on the person, when he or she feels ready to disconnect and pay attention will determinate the process of communication.

Action Tip 4: Be patient. As we need to have good customer service, patience it’s probably the best quality, because not all the customers have the ability to communicate efficiently but we need to make them feel comfortable and secure.

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Action Tip 10: Try Counter -Attitudinal Advocacy. It’s very significant, because you are making feel the customer important and the fact that you can understand their ideas in an objectively way makes the service even better and efficient.

5. In your own words define the following: 

Faking attention: Is the action when someone is physical hearing, but not really listening and paying attention, because the person is thinking about something else.

Listening capacity: Involves the capacity of concentrate in the meanings of sounds that are exchange in the communication.

Noise: it can be environmental or internal. It’s a sound that becomes a barrier that can affect the communication and listening, because makes the person lose the attention.

Gatekeepers: It’s a person that works as the one who is in charge of receiving any information and selected it.

Wide asleep listener: People who are physical present, but mentally sleep. It means that their minds is elsewhere.

Habit: Are all the actions that we made every day unconsciously.

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Use Friendly Websites and technology communication

You are not in business

   

Place for shopping and searching. Millions of people access. All companies have web sites. The cost is very low.

  

sales channel. Pre sale Post Sale (customer support).

Self-serve Common Answers: Its low interaction when the customer takes care of doubts by their knowledge bases answer by FAQS.

Knowledge Bases: Online make it possible for the customer to answer by himself and there are constantly update.

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Structured: Are organized in question and answer format. Unstructured: Repositories of customer interaction (email or posting)

Types of Answers

Hiperlinks

Multiword

Delayed Answers:   

Email: Misunderstanding. Takes time (at least 24 hours)

Web Chat or Live Chat:   

People available Expensive Blogs

Self-serve Personalized Answers Technology assisted service.

Example: FedEx

Social Networking Skyrockets

Facebook

Myspace

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Customer Service Expectation

Customization

Scrutiny

Integrity

Collaboration

Entertainment

Speed

innovation

Disadvantages of Web-based Service

 Poorly managed e-service systems can be a bad reputation.  Technology applications are moving targets—the rate of change is extremely fast.

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Blogs 1. Use blogs as a real-time online conversation. If there�s a conversation going on about your issue or organization, you need to be involved in the dialogue. Internet is always working and social media even more. To be update about issues that the organization can improve, opinions or comments, it’s necessary to dedicate a full time communication with people inside blogs and be involved and present.

2. Remember the 80/20 rule; 20 percent of people in the world have great infuence on how the other 80 percent think. The 20 percent are actively reading blogs. The reputation of an organization is actively relying on word of mouth. People trust more in an opinion than in statistics or magazines. The 20% are reading blogs to keep informed of companies or services, so be sure to leave a good impression with every customer.

3. Understand that almost one-third of all U.S. Internet uses read online forums (according to respected source Forrester Researc), so the potential for communicating about customer service (for good or ill) is high.

Forums are web sites, in which people maintain a dialogue of opinions, comments or critics of any product or service. Organizations have to be aware of this and give good customer service and quality, to avoid a bad reputation.

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4. Reach out to bloggers who follow your issues. If possible, have conference calls with them. Engage them. When you are involved in a blog, comments about your company can surge. For a better service always ask about issues or ways to improve, a call or video chats are ways to deal with this. Participate constantly will make the organization better.

5. Submit posts/comments from your organizations leaders on blogs. It establishes that you are willing and able to be part of the conversation. Try to keep your leaders informed about topics of the blog; post constantly comments will continue the dialogue to get answers, that in a future can help satisfactory the company.

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Web Page and Electronic Communication Is an adaptation of Internet chat room technology that allows customers and service carrying two-way communication.

Benchmarking: Comparing to others.

Web-self-service has a cost advantage over traditional one. Customers prefer personal communication.

E-service benefits such as improved customer relationships, but poorly managed can affect the business image.

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Homework 3 1. If in fact, the internet can provide many more ways that device can communicate with each other, what are some implications for customer service. Customer service will improve making the business exploding more this devices and technology to create a valuable environment combined to high quality. Also it will make more effectively employees communication and managing of the company.

2. What kinds of new expectations might customers hold regarding online repairs, adjustments, and new features? We can expect effectiveness and quickly problem solvers, also a better customer service with an online interaction between employees and clients.

3. Describe how such Futuristic online services might possibly affect an organization you work in or are familiar with. Be creative. 

It can make a client buy or take service from his home.

Employees can interact by online chats or live chats at their homes and at the same time resolve problems.

Employees can make tutorial of online repairs or adjustments with 3d conversations.

Chats between employees and their bosses.

Summary: The internet and technology has been very present for these last years in fact it has become an important piece in humans and companies communication. For a Company it’s almost an obligation to maintain a web presence without mentioning the low cost that this area represents and the benefits that it can bring. In customer service this represents sales, pre-sales and support. For a client internet can be useful, with a self-serve they can answer their own questions according to their necessities with hyperlinks and FAQs. Also Web chats and social networking are good support. Even all we can get some disadvantage like web Medias; email can be a problem of delayed answers and misunderstanding, also if e-service is poorly manage it can leave a bad impression. For my point of view, companies can improve so much using this tool that is actually free to make a difference in customer service and provide an excellence. All this can make little changes that at the end will lead to customer’s satisfaction and a good impression, elevating the business quality.

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Pictionary Word Gatekeeper

Definition

Example

A manager in a large organization who controls the flow of information, esp to parent and subsidiary companies

For international business I avoid making my gatekeeper answer for me.

Hear

To perceive (sound) by the ear

Can you hear what I am trying to say

Listen

to pay attention to someone or something in order to hear what is being said, sung, played

I listen to music every day, rap it’s my favorite one. I listen to my teachers class, because I will have exam. I always fake attention when my mother is yelling at me.

Faking Attention

that a person is pretending to be attentive to what is happening, but they are not really interested.

Wide Asleep listener

Is a result of faking attention to someone during a conversation.

I consider myself a wide asleep listener when my sister is talking about one direction.

Noise

Those sounds that are irrelevant to the conversation. They can be internal or environmental.

In recess we can’t receive class, because of the noise environmental noise.

Picture

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Habit

A recurrent, often unconscious pattern of behavior that is acquired through frequent repetition

My sister has the bad habit of don’t say thank you after dinner.

is the act of hearing attentively.

My deaf sister doesn’t have the same listening capacity than me.

Benchmarking

A standard of excellence, achievement, etc., against which similar things must be measured or judged

With Benchmarking I could make my marketing homework between Pepsi and Coca-Cola..

Blog

A website containing a writer's or group of writers' own experiences, observations, opinions, etc., and often having images and links to other websites.

Every Sunday I check my blog and update it, after I go shopping.

Click Path

Is the sequence of hyperlinks one or more website visitor’s follows on a given site, presented in the order viewed.

I create a click path to have an order and present a better research.

E-service

include e-commerce transaction services for handling online orders, application hosting by application service providers (ASPs) and any processing capability that is obtainable on the Web.

E-service has improved, because of the internet, becoming easier and faster.

Listening Capacity

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Frequently asked question (FAQS)

Are listed questions and answers, all supposed to be commonly asked in some context.

Knowledge Bases

Is a technology used to store complex structured and unstructured information used by a computer system.

Live Chat

Is an adaptation of Internet chat room technology that allows customers and service representatives to carry on two-way communication.

When I get absent, my best friend makes live chat, that way I am receiving class too.

Online Forum

Is an online discussion site where people can hold conversations in the form of posted messages.

For my final test I had to posted in an online forum.

Redundant Services

Component of a computer or network system that is used to guard the primary system from failure by acting as a backup system.

Claro will implement this summer a redundant service.

Social Networking sties (SNS)

Is a platform to build social networks or social relations among people who, share interests, activities, backgrounds or real-life connections.

Teenagers are daily involved in social networking sites.

For my math exam, my teacher made a blog using FAQS to study easier. My technology teacher uses a knowledge base for our exams.

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Karla Aguilar Welches 4to CCLL "B"

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