This document discusses customer service and provides guidance on how to effectively handle customer interactions. It defines customer service as the support provided to customers before and after purchasing products or services. It then outlines different methods of customer support like taking orders, providing information, and repairing issues. The document emphasizes that customer service is important because it can generate sales, solve problems, and keep costs low. It provides tips for positive language when interacting with customers, how to effectively listen and address concerns, and how to say "no" to customers in a respectful way. Finally, it discusses live answering services and provides rubrics for evaluating customer service performance.

1. Customer
service

2. About Electronic House
Vision
Mission
How we can help achieving this
mission…?

3. What is CS
………?
 Customer service is the support
you offer your customers — both
before and after they buy and use
your products or services — that
helps them have an easy and
enjoyable experience with you

4. Different methods of Customer
support………
 Taking orders
 Providing info
 Selling a product/ service
 Scheduling appointments
 Delivering or installing products
 Repairing and troubleshooting

5. Why CS matters…….?
10 % 91%
82 %
9-12 20

6. Types of CS
 Live Answering
Services
 Front desk
 Interactive voice
response
 Live chat support
 Self service
 Mailing service

7. Live answering service
 The scenario
 Using positive language
 Case studies & Role plays (Discussions)
 Product knowledge workshop
 Deadlock: when you have to say no
 Closing the request and follow up
 Rubrics for customer service

8. How good you are….
Generate sales
Solve problems
Keep cost per call low
Answering customers’ calls

9. Positive language:
What you should/shouldn’t say

10. The scenario
 Greeting and building rapport
 Effective listening
 Addressing concerns
 Providing options (giving information)
 Answer the questions
 Closing the request & follow up

11. When the heat comes up:
Having to say no

12. Reasons for saying no
The law
Company policies and procedures
Out of stock
Just not possible

13. The Customer’s Six Basic Needs
FRIENDLINESS UNDERSTANDING
AND EMPATHY
FAIRNESS CONTROL OPTIONS AND
ALTERNATIVES
INFORMATION

14. Saying “No” in a style…….
What I can
do is…
What you
can do is…

15. Cases

16. Rubrics of customer service
 Attitude /CSR personality
 Time management
 Knowledge of product
 Identifying problems, needs and desires
 Meeting customer needs and increasing the order
 Process (Entry, Fulfillment, and follow through)