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Online Support Forum Training - Day 1

Online Support Forum Training

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Online Support Forum Training - Day 1

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  1. Day1:TheIntegratedCoreSkills ForumSupport ©2010SykesEnterprises,Incorporated.AllRightsReserved. 1

  2. Introduction •CompleteName •Nickname •Account •Position •Previouscallcenter experience(ifany) ©2010SykesEnterprises,Incorporated.AllRightsReserved. 2

  3. TheCoreSkillsFramework CUSTOMER ATTITUDE TheServiceMentality Core Skills KNOWLEDGE SKILL ActiveListening Product Policies&Procedures TheEffectiveResponse Tools Concepts ©2010SykesEnterprises,Incorporated.AllRightsReserved. CLIENT SYKES 3

  4. Expectations •Whatdoyouexpectto learnfromthecourse? •Whatdoyouexpect fromthefacilitator? •Whatdoyouexpect fromtheother participants? •Whatcanweexpect fromyou? ©2010SykesEnterprises,Incorporated.AllRightsReserved. 4

  5. ProgramObjectives •DescribetheCoreSkillsFramework. •Explainthecustomerandthe customerexperience. •Identifytheappropriateservice mentalityprinciplesgivensample scenarios. ©2010SykesEnterprises,Incorporated.AllRightsReserved. 5

  6. ProgramObjectives •Demonstratethe2mainelementsof effectivecommunication–reading& comprehensionandtheeffective response–inintegratedactivities ©2010SykesEnterprises,Incorporated.AllRightsReserved. 6

  7. ProgramObjectives •Givenamockforum,effectively interactwiththecustomerby demonstratingtheCore Skillsas describedintheQualityMonitoring Form. ©2010SykesEnterprises,Incorporated.AllRightsReserved. 7

  8. ProgramOverview NEO-AMPOrientationDay Day1 Day2 Day3 Day4 IntroductiontoCoreSkills/ CustomerExperience/ Communication Reading&Comprehension/The EffectiveResponse OnlineandMockForum Assessments TransitiontoAccounts ©2010SykesEnterprises,Incorporated.AllRightsReserved. 8

  9. HouseRules •Attendance •Punctuality •EOP •Respect •PeerSupport •Work-FunBalance •Breaks •FoodandDrinks ©2010SykesEnterprises,Incorporated.AllRightsReserved. 9

  10. SYKESConfidentialityAgreement&CodeofConduct Itisprohibitedtophotocopy,record,release,divulge,andupload/download,inanyform, allinformationrelatingtothebusinessofSYKESoranyofitsclientsortheir customers,clientsandaffiliates,bothatanytimeduringthetermofhis/her employmentandforaperiodoffive(5)yearsaftertheemployee’sterminationof employment. Takingofpictures,videotapingand/orrecordingoftrainingprograms,before,during,and afterthetrainingwithinthetrainingroomsandinallSYKESpremisesparticularly,but notlimitedto,Operationsareasandtheuploading/downloadingofsuchpicturesor videosin,butnotlimitedto,theinternetandtheuseofthenameofSYKESandits clients,customers,clientsandaffiliatesinwhateverformorpurposeareprohibited. AllarerequiredtoreadtheSYKESConfidentialityAgreementand theCodeofConductforyourguidance. TheRegionalTrainingManager ©2010SykesEnterprises,Incorporated.AllRightsReserved. 10

  11. Best&WorstCustomerService ShareyourBESTand WORSTcustomer service experience (whereyouarethecustomer). 1.Whathappened? 2.Whywasitthebest/worstcustomer serviceexperience? 3.Howdiditaffectyouasacustomer? ©2010SykesEnterprises,Incorporated.AllRightsReserved. 11

  12. TheCoreSkillsFramework CUSTOMER ATTITUDE TheServiceMentality Core Skills KNOWLEDGE SKILL ActiveListening TheEffectiveResponse Product Policies&Procedures Tools K Concepts ©2010SykesEnterprises,Incorporated.AllRightsReserved. CLIENT SYKES 12

  13. ThreadAnalysis Let’s Analyze! K S A ©2010SykesEnterprises,Incorporated.AllRightsReserved. 13

  14. ThreadSample(CustomerNeeds) MarthaMcDonald(10:00:12PM): Hello.IhavetheKodakeasy shareprinterdockseries3and whenIgotanewcomputerThe softwarewaslost.Ienjoyedthe easeofusingthatsoftwareto printandsharephotos.Cani downloadthesoftwareIneedto mycomputer.Iappreciateany helpyoucangiveme. ©2010SykesEnterprises,Incorporated.AllRightsReserved. 14

  15. CustomerNeeds EmotionalNeeds FunctionalNeeds Respect Understanding Value Assurance Reliability Products Services UnstatedNeed Information Policies and ProceduresK StatedNeed ©2010SykesEnterprises,Incorporated.AllRightsReserved. 15

  16. NeedsMatrix K ©2010SykesEnterprises,Incorporated.AllRightsReserved. 16

  17. 15-minutebreak ©2010SykesEnterprises,Incorporated.AllRightsReserved. 17

  18. ThreadAnalysis Let’s Analyze! K S A ©2010SykesEnterprises,Incorporated.AllRightsReserved. 18

  19. ThreadSample J. Joya : Ihavesomephotosoninternalmemoryandineedtomovetovideocard Shera: Don'tworry,Icandefinitelyassistyouwiththis.SothatIcanprovideyouaccurate information,weneedtoknowthefollowing: •Themodelnumberofyourcamera •Theserialnumberofthecamera(ItislocatednearthescreenafterthewordEasyShare). J. Joya: Easysharecx7430andkckcy987654 KUM@: @J.JoyaCheckoutthislink.Theanswercanbefoundhere. www.kodak.com/go/easysharesupport Vaughn: @J.Joya:PleasevisitthelinkthatKUM@suggested.We’resurethatyou’llfind thestepstherereallyhelpful.Ifyouhavefurtherconcerns,feelfreetopostback. @KUM@:Thanksforhelpingout. SystemdocumentsCustomer/Agentleftthesession ©2010SykesEnterprises,Incorporated.AllRightsReserved. 19

  20. TheServiceCycle K ©2010SykesEnterprises,Incorporated.AllRightsReserved. 20

  21. TheServiceCone ©2010SykesEnterprises,Incorporated.AllRightsReserved. 21

  22. TheServiceCone ©2010SykesEnterprises,Incorporated.AllRightsReserved. 22

  23. TheSYKESCustomerExperience ForumFloworMoves CUSTOMER THE MOVES AGENT K ©2010SykesEnterprises,Incorporated.AllRightsReserved. 23

  24. ForumFlow&Moves Hot CUSTOMER Cool THE MOVES Cool AGENT Hot K ©2010SykesEnterprises,Incorporated.AllRightsReserved. 24

  25. IntroductiontoForums A“communityforum”or“forum”is: -anon-linevenueforcommunication -consistingofatree-likedirectorystructure containing“topics”or“threads”atitslowestend -andhaspostsinsidethem APost-isauser-submittedmessageenclosedintoablock -hasuser'sdetails;date&timesubmitted -containedinthreads(boxesoneafteranother) Membersshowdetailsviaaname&anavatarontheleft whilePostcontrolsareusuallylocatedontheright ©2010SykesEnterprises,Incorporated.AllRightsReserved. 25

  26. IntroductiontoForums Thread(oraTopic) -isacollectionofposts -usuallydisplayedfromoldesttolatest(configurable) -optionsfornewesttooldestorforathreadedview Athreadisdefinedby: -atitle -anaddeddescriptiontosummarize intendeddiscussion -anopening(originalpost)which opensdialogueorannouncement theposterwished ©2010SykesEnterprises,Incorporated.AllRightsReserved. 26

  27. IntroductiontoForums Moderators -areusers(oremployees)oftheforum -aregrantedaccesstoposts&threadsofall members -moderatediscussions&keeptheforumclean(e.g. spam) -answerusers'concernsabouttheforum,general questions,aswellasrespondtospecificcomplaints. Theduty of the moderatoristomanagetheday-to- dayaffairsofaforumorboardasitappliestothe streamofusercontributionsandinteractions. ©2010SykesEnterprises,Incorporated.AllRightsReserved. 27

  28. IntroductiontoForums Moderatorscanhaveranks: Local-privilegesoveraparticulartopic/section Global(orSuper)-accessanywhere Privilegesinclude: deleting,merging,moving,andsplittingofposts& threads,locking,renaming,banning,suspending, warningthemembers,oradding,editing, removingthepollsofthreads. ©2010SykesEnterprises,Incorporated.AllRightsReserved. 28

  29. IntroductiontoForums Administrators -managetechnicaldetailsinrunningthesite -maypromote(anddemote)membersto moderators, -managetherules, -createsectionsandsub-sections,aswell asperformanydatabaseoperations (databasebackupetc.) Administratorsmayactasmoderators&may makeannouncementsorchangeaforum’s appearance(knownastheskin). ©2010SykesEnterprises,Incorporated.AllRightsReserved. 29

  30. Do’andDon’ts ©2010SykesEnterprises,Incorporated.AllRightsReserved. 30

  31. Activity Hunter Bear Lady ©2010SykesEnterprises,Incorporated.AllRightsReserved. 31

  32. RulesofEngagement Use these rules to be an effective moderator: •Havefun •Donotshareconfidentialinformation •Avoidrespondingwithanger •Donottakeissuespersonally •Accuracyisimportant ©2010SykesEnterprises,Incorporated.AllRightsReserved. 32

  33. RulesofEngagement •Usecorrectgrammarandspelling •Beawareofperception •Donotdiscusslegalissues •Donotcomparecompetitiveproducts •Donotrespondtoapostthatisnotrelatedtoanyof youraccount’ssupport ©2010SykesEnterprises,Incorporated.AllRightsReserved. 33

  34. GeneralGuidelines •Everythinginaforumisapublic, permanentrecordofeverywordthatistyped,even ifthetextisdeleted.Thisisnotthesamecaseas telephone,email,andchatsupport.Inforums,even ifapostisdeleted,athird-partysocialmedia- monitoringtoolmayhavecapturedit.Thismakesit apermanentrecord. •Becauseallpostsarepublic,they frequentlyappearinquotedpressarticles. •Donotengagetrolls.Trollsintentionally SPAMforums,intentionallysteertopicsofftrack, andperformmanyotherunproductiveactivities.Itis bestnottoengagetrolls.Instead,handlethem accordingtopolicy. ©2010SykesEnterprises,Incorporated.AllRightsReserved. 34

  35. TheCoreSkillsFramework CUSTOMER ATTITUDE TheServiceMentality Core Skills KNOWLEDGE SKILL ActiveListening TheEffectiveResponse Product Policies&Procedures Tools A Concepts ©2010SykesEnterprises,Incorporated.AllRightsReserved. CLIENT SYKES 35

  36. Video:ServiceMentality A ©2010SykesEnterprises,Incorporated.AllRightsReserved. 36

  37. TheServiceMentality •Empathy •Enthusiasm •Ownership •Responsibility •Adaptability •Balance •Resiliency A ©2010SykesEnterprises,Incorporated.AllRightsReserved. 37

  38. TheServiceMentality •WrittenExercise A p. 7 ‐9 ©2010SykesEnterprises,Incorporated.AllRightsReserved. 38

  39. LUNCH ©2010SykesEnterprises,Incorporated.AllRightsReserved. 39

  40. Communication Communicationisthe imparting, conveyingor exchangeofideas andinformation eitherbyspeech, writingorsigns. ©2010SykesEnterprises,Incorporated.AllRightsReserved. 40

  41. CommunicationModel Communicator Message Medium Receiver Receiver Medium Message Communicator Two‐”way decreasesthe Involves “NoiseCommunicationeffectivenessof Feedback Fromcommunication. the Sender  the Receiver  ©2010SykesEnterprises,Incorporated.AllRightsReserved. 41

  42. CommunicationTools(Face-to-Face) Face-to-Face (Mehrabian) 7% 38% 55% Words Tone BodyLanguage S ©2010SykesEnterprises,Incorporated.AllRightsReserved. 42

  43. CommunicationTools(Forum) Forum Words Tone BodyLanguage 7% 38% 0% S ©2010SykesEnterprises,Incorporated.AllRightsReserved. 43

  44. BarrierstoCommunication •Frameofreference •Selectivelistening/ Filtering •Valuejudgments •Sourcecredibility •Semanticproblems •In-grouplanguage •Timepressure •Statusdifferences ©2010SykesEnterprises,Incorporated.AllRightsReserved. 44

  45. EffectiveCommunication •Existsbetweentwopeoplewhenthereceiver interpretsthecommunicator’smessageinthe samewaythatthecommunicatorintendedit. ©2010SykesEnterprises,Incorporated.AllRightsReserved. 45

  46. Qualityis… •“…findingoutwhattheCUSTOMERwants, describingthatandthenmeetingthatexactly.”- P.Crosby •“…thosefeaturesofwhat’sbeingproducedthat respondtotheCUSTOMER’sneeds.”-J.Juran •“…meetingandexceedingtheCUSTOMER’s needsandexpectations-thencontinuingto improve.”-W.E.Deming •Inanutshell--“Qualityiswhatthecustomer saysitis.PERIOD.”-RonZemke S ©2010SykesEnterprises,Incorporated.AllRightsReserved. 46

  47. TheSYKESQualityScorecard S ©2010SykesEnterprises,Incorporated.AllRightsReserved. 47

  48. ForumSupportAttributes Communication(LanguageUse) FormatandGrammar CustomerServiceOrientation (Personalization/Empathy) ProblemSolving S p. 26‐27 ©2010SykesEnterprises,Incorporated.AllRightsReserved. 48

  49. TheCoreSkillsFramework CUSTOMER ATTITUDE TheServiceMentality Core Skills KNOWLEDGE SKILL ActiveListening TheEffectiveResponse Product Policies&Procedures Tools S Concepts ©2010SykesEnterprises,Incorporated.AllRightsReserved. CLIENT SYKES 49

  50. 2MainElements Reading&Comprehension TheEffectiveResponse S ©2010SykesEnterprises,Incorporated.AllRightsReserved. 50

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