Your Customer is Our Customer. Agent Training CONTACT CENTER

Your Customer is Our Customer.

Agent Training

CONTACT CENTER

WRITTEN COMMUNICATIONS

Communications Overview

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.

PURPOSE

We are responsible for creating and maintaining long term relationships with our consumers and supporting our brands through each and every

contact opportunity..

Communications Overview

• 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?

AGENDA

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.

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

GOALS

DEFIN

ITIO

NS

The Lingo to Know . . . .

Communication. The exchange of information between people, 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.

Jot this stuff down! It’s important!

Take Note!

• Although communication might be thought of as one-way only, effective communication is bi-directional 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.

Skill: Listening

Anticipate the next question, step, or process in the interaction.

Communication is a receiver based phenomenon.

Sometimes it takes effort! Be diligent.

Take it to the Next Level

Listening

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 1

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.


Offer Solution

• Stay within policy.


Escalate when necessary

• Do all you can to resolve the issue, but pass it up when you must.


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.


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 ownership and pick up the phone.

Layered and complex = Phone call

Too many variables/questions = Phone call

Multiple emails = Phone call


Responding to Conflict

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?

Skill: Understanding the Implications to Workflow

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

1 2How can we employ each

skill?

3What is the result?

• Practice• Practice• Practice

Complete Concise Clear Concrete Correct Considerate Courteous


• Listening• Responding to Conflict• Understanding Workflow• Crafting Response• Self Evaluation

What skills do we need?

» 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!

Skill: Crafting Responses

We are going to spend some time on the skills of Crafting Responses and Self Evaluation!

Take Note!

» 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 1

» 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) …


» 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 …


» 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…


» 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…


» 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


step?


• Practice• Practice• Practice• Templates



• Acknowledge Receipt• Explain Action Taken• Make Suggestions• Apologize if Necessary• Stipulate Action/Request• Establish Goodwill

What are the steps in crafting

responses?


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.

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 …

We have checked/looked into/investigated (the possible approaches) …

Complete

Concise

Clear

Concrete

Correct

Considerate

Courteous

Skill: Self Evaluation - Does it Pass the Test?

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


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.



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.



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.



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.


http://www.scrubsandbeyond.com/Shop_by_Catalog.aspx?catalogpage=1&des=11SP

http://www.scrubsandbeyond.com/Shop_by_Catalog.aspx?catalogpage=1&des=11SP

Knowledge Check


skill?


• Practice• Practice• Practice



• Listening• Responding to Conflict• Understanding Workflow• Crafting Response• Self Evaluation

What skills do we need?

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/

How your training relates….

http://www.inc.com/encyclopedia/written-communication.html

http://www.inc.com/encyclopedia/written-communication.html

http://thinksimplenow.com/productivity/15-tips-for-writing-effective-email/

http://thinksimplenow.com/productivity/15-tips-for-writing-effective-email/

Thank you for your attention!

• Thoughts?• Questions?• Ideas?

FEEDBACK

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Your Customer is Our Customer. Agent Training CONTACT CENTER