Improving the Customer’s Experience

1. Improvingthe Customer’s Experience Instructor: Madelyn Tirado Contact information: madtirado@phoenix.com Course code: ICE1000

2. Introduction • Customer Service Experience • Customer Service Drivers • Repeat Calls

3. http://www.youtube.com/watch?v=EEDVCrM9OpM&list=PL4DFEA31F5046E651http://www.youtube.com/watch?v=EEDVCrM9OpM&list=PL4DFEA31F5046E651

4. Learning Goals • To have a better understand of our customer needs so we can fulfill their expectations • Take every opportunity to improve the customer’s experience • Continue learning and growing with out customer so can reduce complaints and repeat calls into the call centers

5. Objectives • After completing the training you will be able to: • Understand the importance of explaining all applicable charges on products sold in in less than five minutes • Accurately and quickly access e-mail and cost applications about each product and service in less than one minute • Recap every order issued to ensure the customer’s needs have been reviewed about each call

6. What is a good customer experience? • What makes a good sales person? • Is cost a factor when you purchase an item? • Describe your last “good” customer experience?

7. What is good customer service? • Here’s a satisfied customer’s verbatim: • “I gave the representative is an extremely outstanding rating response because he handled my question all I have is a question but he handled the incident thoroughly concisely and accurately and I appreciate that kind of support being a one man company.” • Audio:

8. Negative Customer Service Drivers

9. Reasons for Repeat Calls • Yes = Called more than once • Dk/DR = Don’t know/Don’t Remember • No = Did not call more than once • Note: The reasons for the repeat calls are within our control.

10. Overall Customer Findings • Customers are satisfied when we answer their questions in a “consistently and accurately” • Customer drivers are based on explanation charges, service order errors, and product instructions • 54% of customers call in more than once • Repeat calls are related to explanation of charges, charges quoted incorrectly, and service order errors

11. How to Explain Charges? • Cart Summary displays all applicable charges • Amount “Due Now” is always highlighted in RED and taxes are not included for the included

12. Recapping Products & Services • Cart Summary Descriptions • Equipment type purchased with the cost • Data plans such as unlimited Talk & Text • Equipment type and non-recurring cost

13. Learning Activity • Practice reading & explaining charges with the following account numbers: • (212) 555-1212 • (212) 223-1212 • (212) 228-1212 • Create Team of 3 with the following roles • Customer ask for different plans • A sales person quotes & explains charges • An observer takes notes at the team provides feedback • Each member takes a turn until everyone has placed each role

14. How to E-Mail instructions • Step 1: Enter the customer’s email address • Step 2: “Category” is a product & service & • “Content” select instructions • Step 3: Preview and Send the Email

15. Be Mindful of the Customer’s needs… • Review all applicable charges • Ask the customer if the understand the charges • Described the products & services purchased to ensure accuracy • Offer to email or fax a breakdown of the products & services sold with the charges

16. Summary • Customer Service Drivers and Repeat Calls • Explanation of applicable charges • Reviewing products & services purchased • Providing instructions • Cart Summary • Provides an explanation of all applicable charges • Details equipment, products, and services purchased • Emailing Instructions: 3-Step Process • Type recipients' email address • Select the product or service purchase & instructions • Preview and send the email

17. Summary You should be able to: • Describe a good customer experience • Demonstrating your ability to review an order • Explain customer service drivers and reasons for repeat calls • Perform the steps to explain a charge and send an email

18. Assessmentfor Improvingthe Customer’s Experience Instructor: Madelyn Tirado Contact information: madtirado@email.phoenix.edu Course code: ICE1000

19. What causes customer service complaints? • A) Explanation of charges, cost of taxes, service order errors • B) Explanation of charges, service order errors, and instructions • C) Explanation of charges, service order errors, incorrect email addresses • D) Explanation of charges only Submit Answer Correct Feedback: Good job! Incorrect Feedback: I’m sorry, that is not the correct answer.

20. What causes repeat calls? • A) Explanation of charges • B) Service order errors and instructions • C) Explanation of charges, misquotes of charges, and service order errors • D) Misquotes of charges Submit Answer Correct Feedback: Very good! Incorrect Feedback: I’m sorry you selected the incorrect answer, please review the tutorial.

21. What percent of customers call more than once? • A) Less than 40% • B) About 50% • C) More than 75% • D) About 99% Submit Answer Correct Feedback: Very good! Incorrect Feedback: I’m sorry you missed this question.

22. What information is needed to email a customer instructions? • A) Email address • B) Email address and product or service • C) Email address, product or service, and select instructions • D) Email address and instructions Submit Answer Correct Feedback: Excellent, just one more question. Incorrect Feedback: Incorrect, please review the tutorial.

23. What information is available in Cart Summary? • A) All applicable charges • B) The option to send & preview emails • C) All applicable charges and send emails • D) All applicable charges and products & services purchased Submit Answer Correct Feedback: Excellent job! Incorrect Feedback: Incorrect, please review the tutorial.