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Be MORE!

3. Respectful. Customer Centric. Professional. Be MORE!. Enthusiastic. Team Oriented. Understanding. Motivated. INC366833. Positive. Intro to Be More!. What is Be More! customer service?.

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Be MORE!

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  1. 3 Respectful Customer Centric Professional Be MORE! Enthusiastic Team Oriented Understanding Motivated INC366833 Positive

  2. Intro to Be More! • What is Be More! customer service?

  3. WELCOME TO THE WORLD OF ‘Be MORE’!In today’s fast pace world our customers expect us to: • Understand them MORE! • Know MORE! • Assist them MORE! • Offer them MORE! • Respect them MORE! • Value them MORE!

  4. FORMALITIES • 1st things, 1st –we can make an impression even now! • Greet the Person • Complete the verifications • Negotiation • Adhere to legal guidance • Resolve the issue • Document the conversation • Close the call • Professionalism - this goes without saying!

  5. PERSONAL CONNECTION … • Making a ‘personal connection’ is key for providing quality customer service, diffusing escalating situations and assisting in effective negotiations and/or resolutions. • Being able to converse with your customer will help you to make a personal connection!

  6. Intro to Be More ! • PERSONAL CONNECTIONS ARE EASY, IF… First, remember it is okay to converse with your customer. Second, the more information gathered the better the solution. Third, ability to show your personality over the phone creates a more genuine exchange. Fourth, a ‘simple’ conversation can change the direction of a call.

  7. TAKE CARE OF YOUR CUSTOMER …how? • LISTEN! • Review the account notes • Comment on what the customer is saying • Creatively seek out resolutions • Don’t misinform the customer

  8. Intro to Be More! • WHICH BELL SHOULD BE RINGING? -OR- • DO WE REALLY WANT TO FIGHT WITH OUR CUSTOMERS?

  9. Intro to Be More! • How I can make a personal connection with the customer. • Account Paid Off/Almost Paid Off • Congratulations sir/ma’am you paid off your vehicle, that should make you feel great! • I see, on your account, you have 4 payments remaining. Congratulations, you are very close to paying off your vehicle with us. Life Changing Event • I am sorry to hear that you have suffered the loss of a loved one. What can I do to assist you with your loan and take this item off your list? • Congratulations on the birth of your baby. If you don’t mind me asking is the baby a boy or girl ?

  10. Intro to Be More! • How I can make a personal connection with the customer. • Deferment/Due Date Change • I was reviewing the account and it looks like the deferment and/or due date change was approved. Based on this adjustment, to your account, you will not have another payment due until June. Vehicle Accident • I’m sorry to hear that you were involved in an accident. Was anyone hurt? • I’m glad to hear that no one was injured in the accident.

  11. Intro to Be More! • How I can make a personal connection with the customer? • Poor Customer Service • Let me apologize for the way you were treated before and assure you that my company values you as a customer. Please allow me an opportunity to assist you with your request today. • I apologize that you were treated that way. If you will allow me a chance, I will check on the issue and see what the status is. General • I am glad to hear that you are satisfied with your vehicle. I enjoy driving my vehicle too. • What color is the vehicle? I, also, like black cars, they are very sharp looking.

  12. Skill Practice #1: Listen and Repeat • With a partner, describe one of the following topics in 3-5 minutes: • Your favorite birthday celebration • Your wedding day • Your favorite book or the most recent book you read • A vacation you took • An episode of a show you recently watched • How your family celebrates holidays Then, the person that was listening will repeat back what they heard you say; each person will get to practice. **DO NOT take notes or write anything down. This is a LISTENING exercise.

  13. Company Reputation and Customer Complaints • Group Discussion: How do you think our company reputation affects customer complaints?

  14. The CLEAR Method for Escalated Call Handling • C • Calm your emotions • L • Listen actively • E • Empathize with understanding • A • Apologize with sincerity • R • Resolve the issue

  15. LET’S PLAY THE “CONNECTION GAME” Let’s listen to an Account Manager conversing with her customer – decide if she accomplished the goal of making a connection with her customer. Here are the rules:

  16. THE “CONNECTION GAME” • Rules of the Game • Each person has the Connection Game checklist • Listen to a call • Give a point for every item hit on the checklist • -Attempts at a personal connection count too • Total the points, maximum 10 points • -Was there a personal connection achieved? • Volunteers (select 3 - to explain their scoring)

  17. THE “CONNECTION GAME” • Let’s play the call: • Pull your call (Folder: QA Calls for BTC) • * The points system will be explained after the call has been discussed by the group.

  18. Be MORE! Success is always within reach! • Always start the call with a positive and non-defensive tone. • Try not point out an issue or untruth in the customer’s statement. • Do not lose control or raise your voice. • Do not educate in a condescending tone. • Do not be sarcastic with words or tone.

  19. POLICY DICTATES AND YOU MUST COMPLY … Transfer the call! • TO YOUR MANAGER • TO THE TALKOFF LINE • TO ANY AVAILABLE MANAGER

  20. Be M- MOTIVATED O- OBJECTIVE R- RESULTS ORIENTED E- ENTHUSIASTIC

  21. QUESTIONS?

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