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INBOUND CALLS_ CUSTOMER SERVICE

Inbound Calls

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INBOUND CALLS_ CUSTOMER SERVICE

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  1. ENGLISH FOR CALL CENTERS

  2. AGENDA: WARM-UP GREETING AND WELCOME FACE-TO-FACE CLASS ZOOM MEETING PPT presentation In class EXERCISES FORUM

  3. OBJECTIVE: By the end of the class, students will be able to provide a good customer service during an inbound call, showing interest and working individually.

  4. TOPIC: INBOUND CALLS: CUSTOMER SERVICE

  5. VOCABULARY INQUIRY ISSUE LINK PROCESS REQUEST RESEARCH ACCOUNT CUSTOMER SERVICE DECISION GUIDE SERVICE SUPPORT

  6. INBOUND CALLS Inbound calls are phone calls made to a company's customer service or support team and are initiated by the customer. These calls are typically fielded by the organization's call center or help desk which then handles the consumer's complaint or request. Responding to inbound calls is a primary function of most customer service teams that are looking to enhance the customer experience.

  7. Call centers will also utilize call center tools that assist with the distribution of inbound calls. Depending on the industry, call systems can screen incoming calls and analyze the customer's request. Then the software transfers the call to the rep who's best suited to resolve the issue. This can significantly increase a call center's productivity while simultaneously improving the customer's experience.

  8. Once the inbound call is connected, the rep will try to resolve the issue during the first interaction. If that's not possible, the rep can follow up with the customer via email, or if needed, over the phone again. In these cases, the rep can set the expectation for communication moving forward and continues to work on the case until it's resolved.

  9. Inbound customer service entails receiving calls placed by customers to the company. These calls are often made once a buying decision has been made or for an inquiry about a product or service. Calls come from people who want to know more about your products or services. They may be inquiring about their accounts, billing concerns or have a product issue. Using a management software system, the inbound service representatives navigate through the client accounts and answer their questions.

  10. Serve Your Customers Well Customer retention should be a priority when handling inbound and outbound calls. Staff handling these calls should be friendly and professional. They should have exceptional listening and problem-solving skills. Though different, inbound and outbound customer care staff represent your company to customers. Before placing or receiving a call, they should know your products and services well. This action will help them know how to answer questions customers may have or solve any issues raised.

  11. The Self-Service Customer Many companies have adopted technological innovations. This helps reduce call volumes, slow staff service, and increase customer interaction and feedback. Customers can access secure online services to order products, make payments, and check account details. Self-service enables your staff to focus more on technical issues or complaints and solve them timely.

  12. Instructions: Come to the whiteboard and write the correct word in each letter.

  13. Read the sentences and choose the correct word. • 1.A representative's responsability is request/process orders correctly. • 2. A customer with a question can make an issue/inquiry with customer service representatives. • 3. Customers often ask representatives for help making accounts/decisions about products. • 4.Tech support representatives have to research/guide customers through solutions.

  14. Read the following article, then select the correct answer to each questions.

  15. Our representatives offer telephone support for most issues. They can guide you through a number of solutions for a variety of problems. If you experience any issues with your computer, let one of our representatives help you. All of our purchases come with live customer service over the phone. • In most cases, tech support will call back with a solution within three business days. For more advanced problems, our tech support team will research the situation. They can also view your previous requests for service. We also keep a record of your account. That way, representatives know exactly which hardware you are calling about. • We believe our customers deserve excellent service. Make the Smart decision and buy your new computer from Tech Computer Dealers. We understand that our representatives are the link between our company and customers. We are committed to addressing inquires quickly and professionally.

  16. All of our purchases come with live customer service over the phone. If you experience any issues with your computer, let one of our representatives help you. They can guide you through a number of solutions for a variety of problems. Our representatives offer telephone support for most issues. For more advanced problems, our tech support team will research the situation. In most cases, tech support will call back with a solution within three business days. We also keep a record of your account. That way, representatives know exactly which hardware you are calling about. They can also view your previous requests for service. We understand that our representatives are the link between our company and customers. We believe our customers deserve excellent service. We are committed to addressing inquires quickly and professionally. Make the Smart decision and buy your new computer from Tech Computer Dealers. We process all orders in just two business days.

  17. 1. WHAT IS THE MAIN IDEA OF THE WEBPAGE? • THE CUSTOMER SERVICE PROVIDED BY A COMPANY • THE SKILLS REQUIRED TO BECOME A CUSTOMER SERVICE REPRESENTATIVE • A LIST OF AVAILABLE JOBS IN CUSTOMER SERVICE D. THE PROBLEMS CUSTOMER SERVICE REPRESENTATIVES FACE

  18. 2. WHICH OF THE FOLLOWING IS NOT OFFERED ON THE WEBPAGE? • A RECORD OF ACCOUNTS • CALL BACK SERVICE FROM TECH SUPPORT • TELEPHONE SUPPORT • IN STORE CONSULTATIONS

  19. 3. ACCORDING TO THE WEBPAGE, WHAT IS THE PURPOSE OF KEEPING ACCOUNT RECORDS? • TO HELP CUSTOMERS TRANSFER DATA BETWEEN COMPUTERS • TO REMIND CUSTOMERS WHEN TO UPDATE THEIR SYSTEMS • TO KEEP REPRESENTATIVES INFORMED ABOUT PREVIOUS SERVICE REQUEST • TO AID CUSTOMERS WHO LOSE THEIR RECEIPTS

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