Presentation On Week 6 Group Members: Valerie Chen Dairong Loh Chiau Ru Selene Chow Xue Ling Hong Shi Ying Ong Xiu Xian Ng Tse Hsiung

PresentationOn

Week 6

Group Members:Valerie Chen Dairong

Loh Chiau RuSelene Chow Xue Ling

Hong Shi YingOng Xiu Xian

Ng Tse Hsiung

Introduction• Definition of Service Recovery:

– A process that identifies service failures, effectively resolves client problems, classifies their root cause(s), and yields data that can be integrated with other measures of performance to assess and improve the service system.

Importance of Service Recovery

• Word of mouth for dissatisfied clients spread 5 times faster than word of mouth for satisfied clients.

• Costs of acquiring a new client are higher than the costs of retaining a client.

Importance of Service Recovery

• If service recovery was not introduced to satisfy and retain our dissatisfied clients:

– Current sales dollars would be lost– Reputation, goodwill and trust would be lost

– Jobs would be lost (no customer, no business, thus, retrenchment)

– Future business would be lost (loss of customer networks)

Service Recovery Process

CSO Listen and Acknowledge the Problem

Investigate the problem

Apologize for the problem

caused

Compensate the client or provide upgrade to the

client

Lay out the alternative options or

solutions for the client

Client Calls In

Client Complain

Client’s Fault

Our Company’s Fault

Do not accept the solutions

Accept the solution

Call End

Service Recovery

Lay out another alternative options or

solutions or negotiate with

clients

Explain the findings

5 Scenarios and Responses

• 1st complaint scenarioال General Manager of North East Community

Development, had organized a family trip in Phuket with Costello Solution for the residents living in Tampines. However, on the day of departure the residents found out that Phuket had been hit by massive tidal waves. Therefore, they demanded a refund from the General Manager, but Mr. Lee found out that Costello Solution’s policy does not provide refund for the client for cancellation. Hence, Mr. Lee decided to complain.

• 1st Scenario Responses√ Explain that most of the expenses for the

trip had been paid√ Alternative solution is given

Postpone the trip to another day that suit the residents with the validity period of 6 months

Pay another additional charge of $100 per person for a trip to the regional area that is not affected by the tidal waves such as Bangkok or Chiang Mai


• 2nd Complaint Scenarioال Costello Solution is managing a

heritage tour for all the primary 4 students in Fuchun Primary School. The itinerary for the heritage tour consists of Chinatown, Little India, Kampong Glam, Fort Canning Park and Asian Civilizations Museum. On that particular day, trip to Fort Canning Park which was part of the itinerary was cancelled with notification due to the rain. The person-in-charge from Fuchun Primary School was unhappy about that and decided to complain.


• 2nd Scenario Responses√ The Fort Canning Park was cancelled due

to rain√ The teacher who had accompanied with

the students was notified and had agreed to translate the information to the person-in-charge

√ The teacher was told that the trip to Fort Canning Park will be postponed to another day which we will coordinate with the school and fix on a suitable day

√ Explain that it is a misunderstanding


• 3rd Complaint Scenarioال Mr. Khoo was a Forum Trading Pte Ltd

Company’s Executive management team manager. He is also one of our members. On the 8th May, he wanted us to manage a dinner and dance for their company which was held on the 19th June. A misunderstanding took place and we organized the dinner and dance on the 16th June.


• 3rd Scenario Responses√ Explain that it is a misunderstanding√ Provide alternative solutions

Postpone the dinner and dance to another day that suit the staff’s schedules

Giving a complementary one day stay at our Costello Solution Resort


• 4th Complaint Scenarioال Mr./ Mrs. Jo was the management team

from Merry Enterprise. One week before the event, food testing trial had been done with the representatives, but he/ she was unhappy and would like to complain about the food that we had helped to cater for their company function which was held at Grand Hitch. At the same time, he/ she demand for free gift.


• 4th Scenario Responses√ All the food catered are either outsourced to

food catering company or by the venue management itself, and all the food are worth for their money

√ The food testing trial was done one week before the event with the company’s representatives and had feedback that the food is satisfactory and agreed to go ahead with the plan

√ The free gift is given upon request and was stated in the contract

√ Alternative solution is given by giving them a mini dinner gathering within the organization and would like to seek the kind attention to personally try the food and approve it


• 5th Complaint Scenario ال Client is unhappy with our company policy

as being a member of ours, she have to pay for the annual membership rate, not only this, she felt her company is being cheated as she could find a event management company which charge them a lower rate than our company, she is not getting any privileges like other companies provide. Therefore, she demanded a full refund for her membership.


• 5th Scenario Responses√ Their membership consists of the maintenance

cost of the Costello’s resort whereby all our clients and their employees could use the facilities there which is a complimentary for being our member

√ Clients had have the freedom of choice to whichever event management company they want to engage in. No contractual bond unless on a specific event.

√ Revised of charges had been done regularly so that we would not overcharge our clients

√ Telling them that ABC events planner had a 5 years contractual bond and all the company’s events must be handled by them; and 5 years was a long contract


• Experiences the different customersNiceFierce

• Experiences the different scenariosEasyDifficult

Customer Evaluation• Did the CSO use

proper greeting?

100%

0%

0%

20%

40%

60%

80%

100%

Per

cent

age

Yes No

Did the CSO use proper greeting?

• Did the CSO listen attentively?

Did the CSO listen attentively?

Yes, 96.7%

No, 3.3%

Customer Evaluation

• Did the CSO understand client’s complaint?

• Was the CSO able to provide solution or alternative solution to the client?

100%

0%

0%

20%

40%

60%

80%

100%

Per

cent

age

Yes No

Did the CSO understand client's complaint? Was the CSO able to provide solution or alternative solution to the client?

100%

0%

0% 20% 40% 60% 80% 100% 120%

Yes

No

Percentage

Customer Evaluation• Was the CSO

able to manage the conversation?

• Are you happy with the service after you have feedback about your complaint?

100%

0%

0%

20%

40%

60%

80%

100%

Per

cent

age

Yes No

Was the CSO able to manage the conversation?

Are you happy with the service after you have feedback your complaint?

Yes, 96.7%

No, 3.3%

Customer Evaluation

• What are your suggestions for improvement?

What are your suggestions for improvements?

Confidence, 25.0%

Calmness, 16.7%

Speak faster, 16.7%

Politeness, 16.7%

Fluency, 25.0%

Areas Of Strengths and Weaknesses

• Strength of our CSO♠ Proper greeting is done♠ Able to understand to client’s

complaint♠ Able to provide alternative

solutions♠ Able to manage the conversations

Areas Of Strengths and Weaknesses

• Weaknesses of our CSOℓ Unable to stay calmℓ Not confidentℓ Communication skillsℓ Tone of voiceℓ Impoliteℓ Poor listening skills

Improvements Required

• Call agents needs to improve on∂ Courtesy level∂ Speed of the speech∂ Fluency of their speech∂ Calmness when a question is asked

by the clients∂ Product knowledge so as to

improve on our confidence level

Lessons Learnt• We had learnt to

۩ Stay calm when a client asked a question۩ Tolerate with the unreasonable clients۩ Apologize when we or our company had

made a mistake۩ Work together as a team when one of the

team members is not able to provide an answer to the clients.

۩ Handle difficult clients and able to change into a satisfied clients

Objective The objectives of call review exercise is to check on the CSO consistency and also let

us hear it by ourselves and know where we have went wrong during the inbound or outbound calls. Then from these, we will learn from our mistakes and will not

do it again or coaching and retraining can be done.

Analysis on Evaluation Results

Through the graph, we can see that our CSO are using proper greeting.

83% of our CSO are able to listen attentively to our clients.

100.0%

0.0%

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

Yes No

Did the agent use proper greeting? Did the agent listen attentively?

83%

17%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Yes No

Analysis on Evaluation Results

Alternative solutions must be provided for clients when they complaint. The graph shows that all our CSO are able to provide alternative solutions.

Having a good product knowledge can help the CSO have confidence. As shown on the graph 87% of our CSO have good product knowledge.

83%

17%

0%

20%

40%

60%

80%

100%

Yes No

Did the agent have good product knowledge

100%

0%

0%

20%

40%

60%

80%

100%

Yes No

Is the call agent gave alternative solution?

Analysis on EvaluationResults

From the above graphs, we said that our CSO are able to handle calls properly even with difficult clients as 100% of them were able to handle calls. Closing of calls were done properly.

100%

0%

0%

20%

40%

60%

80%

100%

Yes No

Was the agent able to manage the conversation?

100%

0%

0%

20%

40%

60%

80%

100%

Perc

enta

ge

Yes No

Did the agent use proper closing?


What are the call agents' strengths?

Clear and loud voice,

35%

Sound confident/ fluency,

35%

Responsive, 5%

Polite & Sincere,

15%

Calmness, 5%

Patient, 5%

Sound confident, fluency, clear and loud voice are our strength as they took up 35% each of the total.

What are the call agents' weakness?

Delay in response,

33%

Not confident, 33%

Speak too fast, 17%

Poor pronunciation

, 17%

Weakness of our CSO is the delay of response and not confident that had rated as 17%. Delay of response may be due to unablility to do multi-tasking, lack of product knowledge or slow computer system. Not confident may be the cause of the lack of product knowledge.


Most of our clients are happy with the volume and speed of the speech.

17%

0%

67%

17%

0%0%

10%

20%

30%

40%

50%

60%

70%

Very fast Fast Average Slow Very Slow

Rate the call attributes (Speed of speech)

0%

17%

83%

0% 0%0%

20%

40%

60%

80%

100%

Rate of the Call Attributes(Volume of the speech)

Analysis on Evaluation Form

0% 0% 0%

33%

67%

0%

10%

20%

30%

40%

50%

60%

70%

Very Dull Average ShowEnthusiasm

Rate the call attributes (Tone of Speech)

67%

33%

0%

0%

10%

20%

30%

40%

50%

60%

70%

Smooth Average Fumble

Rate the attributes (Fluency of the speech)

67% of our CSO showed enthusiasm when picking up clients’ calls. In fluency of speech, 67% of them had spoken smoothly. 83% were very polite which meant that our clients would not feel offended.

83%

17%

0% 0% 0%0%

10%20%30%40%50%60%70%80%90%

Rate of the call attributes (Courtesy level)

Analysis on Evaluation FormWhat are the call agents' strengths?

Clear and loud voice,

33%

Sound confident/ fluency,

33%

Polite & Sincere,

17%

Calmness, 17%

What are the call agents' weakness?

Delay in response, 25%

Not confident, 25%

Speak too fast, 25%

Poor pronunciation,

25%

What are your suggestions for improvements?

Speak slower, 25.0%

Fluency, 25.0%Faster response,

50.0%

The Strengths of our CSO are clarity of voice, sound confident and fluency of speech as these criteria had been rated 33% each. The weaknesses are spoke too fast, delay in response, not confident and poor pronunciation which are rated 25% each. Suggestion for improvement is faster in response, which had been rated 50%.


100%

0%

0%

20%

40%

60%

80%

100%

Yes No

Did the agent use proper greeting?

100%

0%

0%

20%

40%

60%

80%

100%

Yes No

Did the agent state his/her purpose of calling?

100%

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60%

80%

100%

Yes No

Did the agent ask for permission to continue before telling the client about the promotion?

All our CSO had used proper greeting, stated their purpose of the calling, and asked permission before continuing to explain the promotions.


83%

17%

0%

20%

40%

60%

80%

100%

Yes No

Did the agent have good product knowledge?

100%

0%

0%

20%

40%

60%

80%

100%

Yes No

Did the agent explain the service clearly to the client?

100%

0%

0%

20%

40%

60%

80%

100%

Yes No

Did the agent use proper closing?

83% of our CSO have good product knowledge when they had been asked about the other products. All our CSO did explain the services clearly to clients and use proper closing.


0%

17%

67%

17%

0%0%

10%

20%

30%

40%

50%

60%

70%

Very Loud Loud Average Soft Very Soft

Rate the attributes (Volume of speech)

0%

17%

83%

0% 0%0%

10%

20%

30%

40%

50%

60%

70%80%

90%

Very Fast Fast Average Slow Very Slow

Rate the attributes (Speed of speech)

0% 0%

17%

33%

50%

0%

10%

20%

30%

40%

50%

Very Dull Average ShowEnthusiasm

Rate the attributes (Tone of speech)

Most of our CSO had spoken with average volume and speed of speech. Tone of speech was rated 50% for showing enthusiasm when speaking to clients.


83%

17%

0%

0%

20%

40%

60%

80%

100%

Smooth Average Flumble

Rate the attributes (Fluency of speech)

67%

33%

0% 0% 0%0%

10%

20%

30%

40%

50%

60%

70%

Very Polite Polite Average Rude Very Rude

Rate the attributes (Courtesy level)

83% of our CSO spoke fluently and smoothly, and 67% them were very polite when speaking on the phone.


What are the agent's weaknesses?

Not Confient, 33%

Speak Too Fast, 33%

Delay in Response, 33%

What are the areas of improvements?

Faster response, 33%

Speak slower, 33%

More flunency in speech, 33%

What are the agent's strengths?

Clarity of voice, 33%

Sound Confidence, 33%

Polite, 17%

Calmness, 17%

Sound confident and clarity of voice had been rated 33% each for the strengths of our CSO. Their weaknesses are not confident, delay in response and speak too fast as they were rated 33% each. Improvements are faster in response, speak slower and speak more fluently.

Areas of Strengths and Weaknesses

• Strength of CSO۞Sounds confident۞Fluency of speech۞Clarity of voice۞Good tone of voice۞Good calls handling skills۞Able to give alternative solutions when

presented with difficult problems

Areas of Strengths and Weaknesses

• Weaknesses of our CSO♥Delay in responses♥Not confident♥Poor Pronunciations♥Speed of speech is too fast

Recommendations

• Increase the number of role plays• More training on product to increase

the product knowledge• More company’s activities to increase

the strong bond of the CSO as CSO also need good teamwork spirit

• More call review exercises should be done to learn from our mistakes

• Incentives program to motivate CSO

Lessons LearntLessons Learnt• We learnt

☺From our mistakes through the call review exercises

☺How to evaluate own team members’ mistakes

☺To improve our proper call etiquettes

Documents

Presentation On Week 6 Group Members: Valerie Chen Dairong Loh Chiau Ru Selene Chow Xue Ling Hong Shi Ying Ong Xiu Xian Ng Tse Hsiung