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Agent Training CONTACT CENTER

Your Customer is Our Customer. Agent Training CONTACT CENTER. Written Communications. PURPOSE. Communications Overview. To provide communications training which balance both theoretical and practical skills. To develop necessary skills to be effective in written communications.

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Agent Training CONTACT CENTER

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  1. Your Customer is Our Customer. Agent TrainingCONTACT CENTER

  2. Written Communications

  3. PURPOSE 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. We are responsible for creating and maintaining long term relationships with our consumers and supporting our brands through each and every contact opportunity..

  4. AGENDA 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? 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.

  5. 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

  6. 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. DEFINITIONS

  7. Take Note! Jot this stuff down! It’s important!

  8. Skill: Listening • 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.

  9. 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

  10. 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.

  11. 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.

  12. Skill: Responding to Conflict – Step 3 • Offer Solution • Stay within policy.

  13. Skill: Responding to Conflict – Step 4 • Escalate when necessary • Do all you can to resolve the issue, but pass it up when you must.

  14. 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.

  15. 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

  16. 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

  17. 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?

  18. 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

  19. KnowledgeCheck 1 3 2 What skills do we need? What is the result? How can we employ each skill? • Complete • Concise • Clear • Concrete • Correct • Considerate • Courteous • Listening • Responding to Conflict • Understanding Workflow • Crafting Response • Self Evaluation • Practice • Practice • Practice Your Customer is Our Customer.

  20. 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

  21. 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!

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

  23. 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 …

  24. 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) …

  25. 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 …

  26. 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…

  27. 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…

  28. 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.

  29. KnowledgeCheck 1 3 2 What are the steps in crafting responses? How can we employ each step? What is the result? • Complete • Concise • Clear • Concrete • Correct • Considerate • Courteous • Acknowledge Receipt • Explain Action Taken • Make Suggestions • Apologize if Necessary • Stipulate Action/Request • Establish Goodwill • Practice • Practice • Practice • Templates Your Customer is Our Customer.

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

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

  32. Skill: Self Evaluation - Does it Pass the Test? • Complete • Concise • Clear • Concrete • Correct • Considerate • Courteous

  33. 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.

  34. 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.

  35. 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.

  36. 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.

  37. 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.

  38. KnowledgeCheck 1 3 2 What skills do we need? What is the result? How can we employ each skill? • Complete • Concise • Clear • Concrete • Correct • Considerate • Courteous • Listening • Responding to Conflict • Understanding Workflow • Crafting Response • Self Evaluation • Practice • Practice • Practice Your Customer is Our Customer.

  39. 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/15-tips-for-writing-effective-email/

  40. FEEDBACK Thank you for your attention! • Thoughts? • Questions? • Ideas?

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