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Sharing Session

Sharing Session. Group Members: Ong Xiu Xian Ng Tse Hsiung Loh Chiau Ru Valerie Chen Dairong Selene Chow Xue Ling Hong Shi Ying. Service Recovery. Introduction. Definition of Service Recovery:

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Sharing Session

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  1. Sharing Session Group Members: Ong Xiu Xian Ng Tse Hsiung Loh Chiau Ru Valerie Chen Dairong Selene Chow Xue Ling Hong Shi Ying

  2. Service Recovery

  3. 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.

  4. 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.

  5. 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 (nocustomer, no business, thus, retrenchment) • Future business would be lost (loss of customer networks)

  6. Service Recovery Process Do not accept the solutions Accept the solution Service Recovery Client’s Fault Our Company’s Fault Lay out another alternative options or solutions or negotiate with clients Client Calls In Client Complain Call End CSO Listen and Acknowledge the Problem Lay out the alternative options or solutions for the client Explain the findings Investigate the problem Compensate the client or provide upgrade to the client Apologize for the problem caused

  7. Customer Evaluation • Did the CSO use proper greeting? • 100% Yes • Did the CSO listen attentively? • 96.7% Yes • Did the CSO understand client’s complaint? • 100% Yes • Was the CSO able to provide solution or alternative solution to the client? • 100% Yes • Was the CSO able to manage the conversation? • 100% Yes

  8. Customer Evaluation • Are you happy with the service after you have feedback about your complaint? • 96.7% Yes • What are your suggestions for improvements? • Fluency 25.0% • Confidence 25.0% • Calmness 16.7% • Speak faster 16.7% • Politeness 16.7%

  9. 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

  10. Areas Of Strengths and Weaknesses • Weaknesses of our CSO • Unable to stay calm • Not confident • Communication skills • Tone of voice • Impolite • Poor listening skills

  11. 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 to improve on our confident

  12. 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

  13. Call Review Evaluation

  14. 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.

  15. Inbound Call Evaluation Form

  16. Analysis on Evaluation Results • 83% of our CSO listened attentively to the clients • 87% of our CSO had good product knowledge • Good product knowledge helps CSO gain confidence • All our CSO were able to provide alternative solutions • Most CSO were able to speak using average volume of speech • Most CSO were able to speak smoothly

  17. Outbound Call Evaluation Form

  18. Analysis on Evaluation Form • All our CSO: • stated their purpose of calling • asked for permission before continuing • explain the services clearly to the clients • Most CSO had spoken with average speed of speech • All our CSO showed politeness to the clients

  19. 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

  20. Areas of Strengths and Weaknesses • Weaknesses of our CSO • Delay in responses • Not confident • Poor Pronunciations • Speed of speech is too fast

  21. 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

  22. Lessons Learnt • We learnt • From our mistakes through the call review exercises • How to evaluate own team members’ mistakes • To improve our proper call etiquettes

  23. That's The End!!! Thank You!!!

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