Please prepare a training manual as if you were the manager of a customer service department orienting a new employee on the needs of your department. Based on what you learned in this course, what are the key points you would want the new employees to understand as they begin their new position? You may include and expand upon your writings from earlier units.
Discussion: Customer Service Training Manual
El sevicio al cliente es la asistensia que una organizacion brinda, a los clientes por lo tanto un buen servicio es importante para retener clientes.
Para brindar un buen servicio se nesecita:
Conoce tu trabajo, tu empresa y tu producto de adentro hacia afuera. Nunca seas la persona que no tiene la respuesta a una pregunta; si no es tu departamento, debe saber de inmediato a quién debes contactar para obtener la respuesta. Y, por supuesto, debes ser un experto total en lo que respecta al rol y las responsabilidades de tu empresa. Debes saber todo lo que hay que controlar para que, si alguien se acerca a ti con un problema, no tengas que decirle que no estás familiarizado con algún aspecto de tu trabajo.
Si no puedes comunicarte bien verbalmente y por escrito, entonces es hora de aprender. Cuando representas a una empresa, cosas como mala gramática, errores ortográficos, jerga excesiva y un tono demasiado informal realmente parecen poco profesionales. Trata de expresarse de forma clara y articulada en cualquier formato que se te solicite. Verifica y vuelve a verificar toda la comunicación escrita y ten cuidado con tus palabras. Luego, mejora en eso. Las sólidas habilidades de comunicación harán que todo en tu vida, especialmente tu trabajo, transcurra sin problemas.
Para lograr que el cliente se sienta valorado,comprendido y en confianza debes:
⦁ Escuchar sus nesecidades
⦁ Generar confianza
⦁ Darle la informacion que solicite sin abrumarlo
⦁ Para ser bueno escuchando al cliente debes..
⦁ Realizar preguntas para conocer sus nesecidades
⦁ Interactuar con el cliente
⦁ Fomentar una comunicacion cooperativa
⦁ Proporcionar sugerencias honestas
⦁ Ser oportuno,vigente,confiable,amable,tolerante,transparente,empatico,y tener un lenguaje claro
⦁ Brindar atencio al cliente y saber manejar sus quejas y dudas
⦁ Conocer su nombre, utilizar honorificos y apellido o nombre si corresponde, conocer porque acuden a usted en busca de ayuda.
⦁ Escuchar al cliente
⦁ Empatizar con el cliente
⦁ Respetar al cliente
⦁ Tres fases claves
⦁ Servicios cortes y servicial
⦁ Esfuerzo para crear un cliente sastifecho
Ser capaz de encontrar soluciones alternativas y pensar de manera innovadora para resolver un problema es una gran ventaja para cualquier carrera. Cultiva tu capacidad para pensar en algo, cualquier cosa, para ayudar, incluso cuando la situación parezca desesperada. Mantente tenaz y positivo y trabaja en ello hasta que se te presente una resolución. Incluso si tu solución no es la respuesta, todos admirarán tu dedicación. Cuando la gente ve que estás haciendo un esfuerzo honesto, se muestra muy agradecida. Saldrás luciendo como un verdadero profesional del servicio al clienteAyudar a identificar sus nesecidades
Existen otros factores que influyen en las compras son los siguientes:
⦁ Factores personales y culturales
⦁ Factores situacionales
⦁ Ubicacion de la tienda
⦁ Diseño de la tienda
⦁ Musica de la tienda
⦁ Olores
⦁ Factores personales
⦁ Personalidad
⦁ Sexo,edad,etapa de la vida
Debe de informarse sobre la cultura del pais para saber como tratar al cliente
ejemplo:
En algunos paises el uso de humor,los gestos y niveles de comportamiento asertivo son culturalmente sensible; asi tambien debe informarse sobre que quieren los clierntes y como quieren ser tratados.
Algunos consejos para la vestimenta de servicio al cliente incluyen:
⦁ No usar camisas o blusas que se transparenten
⦁ Evitar escotes muy marcados
⦁ No usar camisas sin mangas
⦁ Usar blusas con mangas 3/4
⦁ Usar pantalón de vestir o falda lisa a la rodilla
⦁ Si el código de vestimenta es más formal, usar zapatos de tacón
⦁ Usar trajes sastres en falda y pantalón oscuro
⦁ Usar camisas o blusas formales
⦁ Usar accesorios discretos
⦁ Usar un arreglo personal sobrio
⦁ Para los hombres, se recomienda un traje, pero en la versión sin corbata. Las mujeres pueden optar por faldas hasta la rodilla o pantalones de corte suave o recto.
Reglas de oro en servicio al cliente:
1.descubrir que quieren los clientes
2.tratarlos como quieren que los traten
Los tsc deben sentirse comodos interactuando con personas de una amplia gama de origenes culturales y demograficos.
como trabajos del servicio al cliente debes de tener siempre cuidar el lenguaje verbal y no verbal,asi como dirigirnos al cliente con total respeto.
Para el manejo de quejas:
⦁ Realizar preguntas que te informen sobre el problema que el cliente desee resolver
⦁ Mostrar empatia y dispocision para resolver el problema
⦁ Tratar al cliente con total respeto, pero dependiedo de la cultura puede ser necesario limitar tu lenguaje.
⦁ Escuchar sin realizar quejas
Autocuidado en el trabajo
es importante que fuera del ambiente laboral lleves una rutina que te pertima desconectarte del estres del dia que puedan dejar los clientes dificiles, por lo tanto es reconmendable hacer cosas que te guste y no tengan que ver con el trabajo que realizas asi como tambien:
⦁ Dejar los problemas del trabajo cuando llegues a casa
⦁ Cuidarte para tener un buen desenpeño
⦁ Si te enfadas con un companero o cliente mantener la calma
Trabajo en equipo de atencion al cliente.
⦁ Trabajar bien para crear un equipo eficaz puede ser uno de los aspectos mas desafiantes en el lugar de trabajo
⦁ Componentes principales de un equipo
⦁ Vision comun, habilidades complementarias del equipo y vinculos que los mantienen unido.
⦁ La diversidad de miembros ayuda a crear un equipo dinamico
⦁ El proceso extandar en el desarrollo de equipos incluye formacion, tormenta y normatividad.
⦁ La diversidad de miembros ayuda a crear un equipo dinamico
Es importante que sepas que una relacion exitosa con un cliente se basa en sastifacer o superar sus necesidades.
mantener buenas relaciones con los clientes es fundamental para el exito de una empresa ya que el costo de la mayoria de las relaciones nuevas son mas caras que mantener las relaciones existentes.
un buen servicio al cliente es importante para mantener clientes por lo que considero que siguiendo toda esta informacion recopilada puedes tener un buen desenbormimiente en tu area de trabajo como crm.
esta informacion es una guia que puedes utilizar a tu ritmo para despear dudas que puedan surgir siendo nuevo como contratado en el area de servicio al cliente.
debes de ser siempre cordial, respectuaso y mantener un buen lenguaje delante de todos los clientes, realizar un buen trabajo y causar una buena imprecion depende de ti.
# Customer Service Department Training Manual
Welcome to our team! As a new member of our customer service department, you play a crucial role in our company's success. This manual is designed to help you understand our expectations and provide the tools you need to excel in your new position. Below are the key points we want you to grasp as you embark on this exciting journey.
## 1. Understanding the Role of Customer Service
- **Customer Satisfaction**: Your primary role is to ensure customer satisfaction. This includes addressing their concerns, solving problems, and providing information in a timely and efficient manner.
- **Brand Representation**: You are the face of the company to our customers. How you interact with them affects their perception of our brand. Always strive to be professional, courteous, and empathetic.
## 2. Communication Skills
- **Active Listening**: Listen to what the customer is saying without interrupting. Understand their issue before you respond.
- **Clear Communication**: Communicate your thoughts clearly and concisely. Avoid jargon that the customer may not understand.
- **Empathy**: Show understanding and empathy towards the customer's situation. This can help defuse tense situations and build customer loyalty.
## 3. Problem-Solving Skills
- **Identify the Issue**: Clearly identify the customer's issue before attempting to solve it. Ask clarifying questions if necessary.
- **Be Resourceful**: Utilize the resources available to you, including knowledge bases, manuals, and team members, to find the best solution.
- **Follow Through**: Ensure the problem is fully resolved to the customer's satisfaction. Follow up if necessary.
## 4. Handling Difficult Situations
- **Stay Calm**: Remain calm and professional, even in challenging situations. Your demeanor can influence the outcome of the interaction.
- **Don't Take It Personally**: Understand that the customer's frustration is not directed at you personally but at their situation.
- **Seek Solutions**: Focus on finding a solution rather than dwelling on the problem. If necessary, escalate the issue to a supervisor.
## 5. Knowledge and Continuous Learning
- **Product Knowledge**: Have a thorough understanding of the products or services we offer. This allows you to provide accurate information and solutions.
- **Policies and Procedures**: Familiarize yourself with company policies and procedures. This ensures consistency in our customer service.
- **Continuous Improvement**: Be open to feedback and look for opportunities to improve your skills. Continuous learning is key to personal and professional growth.
## 6. Teamwork and Collaboration
- **Collaborate with Peers**: Work together with your team members to solve complex issues and improve overall customer satisfaction.
- **Share Knowledge**: Share helpful information and tips with your colleagues. A collaborative environment benefits everyone.
- **Support Each Other**: Offer support to your teammates during busy times or when they face difficult situations. Teamwork is crucial in customer service.
## 7. Using Technology
- **CRM Software**: Learn to effectively use Customer Relationship Management (CRM) software. This tool is essential for tracking customer interactions, managing cases, and analyzing feedback.
- **Communication Tools**: Familiarize yourself with the communication tools we use, such as email, chat, and phone systems. Efficient use of these tools is vital for providing excellent customer service.
## Conclusion
Your role in the customer service department is vital to our company's success. By focusing on customer satisfaction, developing your skills, and working as part of a team, you can contribute significantly to our mission. Welcome aboard, and we look forward to seeing you grow and succeed in your new position!
Welcome to our team! As a new member of our customer service department, you play a crucial role in our company's success. This manual is designed to help you understand our expectations and provide the tools you need to excel in your new position. Below are the key points we want you to grasp as you embark on this exciting journey.
## 1. Understanding the Role of Customer Service
- **Customer Satisfaction**: Your primary role is to ensure customer satisfaction. This includes addressing their concerns, solving problems, and providing information in a timely and efficient manner.
- **Brand Representation**: You are the face of the company to our customers. How you interact with them affects their perception of our brand. Always strive to be professional, courteous, and empathetic.
## 2. Communication Skills
- **Active Listening**: Listen to what the customer is saying without interrupting. Understand their issue before you respond.
- **Clear Communication**: Communicate your thoughts clearly and concisely. Avoid jargon that the customer may not understand.
- **Empathy**: Show understanding and empathy towards the customer's situation. This can help defuse tense situations and build customer loyalty.
## 3. Problem-Solving Skills
- **Identify the Issue**: Clearly identify the customer's issue before attempting to solve it. Ask clarifying questions if necessary.
- **Be Resourceful**: Utilize the resources available to you, including knowledge bases, manuals, and team members, to find the best solution.
- **Follow Through**: Ensure the problem is fully resolved to the customer's satisfaction. Follow up if necessary.
## 4. Handling Difficult Situations
- **Stay Calm**: Remain calm and professional, even in challenging situations. Your demeanor can influence the outcome of the interaction.
- **Don't Take It Personally**: Understand that the customer's frustration is not directed at you personally but at their situation.
- **Seek Solutions**: Focus on finding a solution rather than dwelling on the problem. If necessary, escalate the issue to a supervisor.
## 5. Knowledge and Continuous Learning
- **Product Knowledge**: Have a thorough understanding of the products or services we offer. This allows you to provide accurate information and solutions.
- **Policies and Procedures**: Familiarize yourself with company policies and procedures. This ensures consistency in our customer service.
- **Continuous Improvement**: Be open to feedback and look for opportunities to improve your skills. Continuous learning is key to personal and professional growth.
## 6. Teamwork and Collaboration
- **Collaborate with Peers**: Work together with your team members to solve complex issues and improve overall customer satisfaction.
- **Share Knowledge**: Share helpful information and tips with your colleagues. A collaborative environment benefits everyone.
- **Support Each Other**: Offer support to your teammates during busy times or when they face difficult situations. Teamwork is crucial in customer service.
## 7. Using Technology
- **CRM Software**: Learn to effectively use Customer Relationship Management (CRM) software. This tool is essential for tracking customer interactions, managing cases, and analyzing feedback.
- **Communication Tools**: Familiarize yourself with the communication tools we use, such as email, chat, and phone systems. Efficient use of these tools is vital for providing excellent customer service.
## Conclusion
Your role in the customer service department is vital to our company's success. By focusing on customer satisfaction, developing your skills, and working as part of a team, you can contribute significantly to our mission. Welcome aboard, and we look forward to seeing you grow and succeed in your new position!
In reply to First post
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As a manager of the customer service department, I would emphasize several key points to orient new employees. Firstly, I'd stress the importance of active listening and empathy when interacting with customers, ensuring their concerns are understood and addressed effectively. Secondly, I'd highlight the significance of clear and professional communication, both verbally and in writing, to maintain positive customer relations. Thirdly, I'd emphasize the need for problem-solving skills to resolve issues promptly and satisfactorily. Additionally, I'd encourage a proactive approach to learning company policies and procedures, as well as staying updated on product knowledge. Lastly, I'd emphasize the value of teamwork and collaboration within the department to provide seamless support to customers.
Customer-centric approach: Prioritize customer satisfaction and aim to exceed their expectations in every interaction.
2. Effective communication: Develop strong communication skills to listen actively, empathize with customers, and convey information clearly and professionally.
3. Product knowledge: Gain comprehensive knowledge about our products or services to provide accurate information and assistance to customers.
4. Problem-solving skills: Learn effective problem-solving techniques to address customer issues promptly and efficiently.
5. Conflict resolution: Develop strategies to de-escalate conflicts and resolve customer complaints calmly and professionally.
6. Teamwork: Collaborate with team members to share knowledge, support one another, and ensure consistent service delivery.
7. Time management: Prioritize tasks effectively to handle multiple inquiries efficiently and meet service level agreements.
8. Adaptability: Be flexible and adaptable to handle various customer situations and navigate through changes in procedures or policies.
9. Continuous learning: Stay updated on product updates, company policies, and industry trends to provide informed assistance to customers.
10. Professionalism: Maintain a positive attitude, professionalism, and integrity in all interactions to uphold the company's reputation and build trust.
I don’t understand this.
not really cleared to me
In reply to First post
Re: Discussion: Customer Service Training Manual
what are the key points you would want the new employees to understand as they begin their new position? You may include and expand upon your writings from earlier units.
describe how to create favorable impressions with customers;
illustrate how to maintain a professional attitude even when handling difficult customers;
describe components of proper telephone etiquette;
detail the verbal and nonverbal processes of communication;
formulate steps to work effectively on a team;
explain the concepts of time management and healthy work habits;
strategize how to conduct customer service through electronic media such as email and the Internet;
describe methods to anticipate, prevent and solve problems and complaints posed by customers;
demonstrate an understanding of customers' needs and wants;
describe how a positive attitude can improve interactions with customers;
outline methods of service to diverse customers, including those with different cultural backgrounds; and
describe customer service employment and career development opportunities.
describe how to create favorable impressions with customers;
illustrate how to maintain a professional attitude even when handling difficult customers;
describe components of proper telephone etiquette;
detail the verbal and nonverbal processes of communication;
formulate steps to work effectively on a team;
explain the concepts of time management and healthy work habits;
strategize how to conduct customer service through electronic media such as email and the Internet;
describe methods to anticipate, prevent and solve problems and complaints posed by customers;
demonstrate an understanding of customers' needs and wants;
describe how a positive attitude can improve interactions with customers;
outline methods of service to diverse customers, including those with different cultural backgrounds; and
describe customer service employment and career development opportunities.
Welcome to the Customer Service Team!
Introduction:
Welcome aboard! As a member of our customer service team, you play a vital role in ensuring customer satisfaction and loyalty. This training manual will provide you with the necessary knowledge and skills to excel in your position.
Key Points:
1. Customer First Approach: Our primary focus is on delivering exceptional service to our customers. Always prioritize their needs and ensure that their concerns are addressed promptly and effectively.
2. Product Knowledge: Familiarize yourself with our products or services inside out. Understanding the features, benefits, and usage scenarios will enable you to assist customers more efficiently and confidently.
3. Communication Skills: Effective communication is the cornerstone of great customer service. Practice active listening, empathy, and clear articulation when interacting with customers, whether it's over the phone, email, or chat.
4. Problem-Solving Abilities: Be prepared to handle various customer issues and complaints. Develop strong problem-solving skills to resolve issues swiftly while maintaining professionalism and courtesy.
5. Company Policies and Procedures: Familiarize yourself with company policies and procedures, including our refund and return policies, warranty information, and escalation protocols. This knowledge will guide your interactions with customers and ensure consistency in service delivery.
6. Empowerment: You have the authority to make decisions that benefit the customer within the bounds of company policies. Feel empowered to take ownership of customer issues and seek appropriate solutions without unnecessary delays.
7. Teamwork: Collaboration is essential in our department. Work closely with your colleagues, share insights, and support each other to deliver the best possible service to our customers.
8. Continuous Improvement: Customer expectations evolve, and so should we. Stay updated on industry trends, customer feedback, and new products or services to continuously improve your skills and enhance the customer experience.
9. Time Management: Manage your time efficiently to handle customer inquiries promptly without sacrificing quality. Prioritize tasks based on urgency and importance to ensure timely resolution of issues.
10. Feedback and Learning: Solicit feedback from supervisors, peers, and customers to identify areas for improvement. Take advantage of training opportunities to enhance your skills and stay updated on best practices in customer service.
Conclusion:
By adhering to these key points and demonstrating a commitment to excellence, you will contribute to the success of our customer service department and foster long-term relationships with our valued customers. Welcome aboard, and we look forward to your contributions!
Introduction:
Welcome aboard! As a member of our customer service team, you play a vital role in ensuring customer satisfaction and loyalty. This training manual will provide you with the necessary knowledge and skills to excel in your position.
Key Points:
1. Customer First Approach: Our primary focus is on delivering exceptional service to our customers. Always prioritize their needs and ensure that their concerns are addressed promptly and effectively.
2. Product Knowledge: Familiarize yourself with our products or services inside out. Understanding the features, benefits, and usage scenarios will enable you to assist customers more efficiently and confidently.
3. Communication Skills: Effective communication is the cornerstone of great customer service. Practice active listening, empathy, and clear articulation when interacting with customers, whether it's over the phone, email, or chat.
4. Problem-Solving Abilities: Be prepared to handle various customer issues and complaints. Develop strong problem-solving skills to resolve issues swiftly while maintaining professionalism and courtesy.
5. Company Policies and Procedures: Familiarize yourself with company policies and procedures, including our refund and return policies, warranty information, and escalation protocols. This knowledge will guide your interactions with customers and ensure consistency in service delivery.
6. Empowerment: You have the authority to make decisions that benefit the customer within the bounds of company policies. Feel empowered to take ownership of customer issues and seek appropriate solutions without unnecessary delays.
7. Teamwork: Collaboration is essential in our department. Work closely with your colleagues, share insights, and support each other to deliver the best possible service to our customers.
8. Continuous Improvement: Customer expectations evolve, and so should we. Stay updated on industry trends, customer feedback, and new products or services to continuously improve your skills and enhance the customer experience.
9. Time Management: Manage your time efficiently to handle customer inquiries promptly without sacrificing quality. Prioritize tasks based on urgency and importance to ensure timely resolution of issues.
10. Feedback and Learning: Solicit feedback from supervisors, peers, and customers to identify areas for improvement. Take advantage of training opportunities to enhance your skills and stay updated on best practices in customer service.
Conclusion:
By adhering to these key points and demonstrating a commitment to excellence, you will contribute to the success of our customer service department and foster long-term relationships with our valued customers. Welcome aboard, and we look forward to your contributions!
As a manager of the customer service department, I would emphasize several key points to orient new employees. Firstly, I'd stress the importance of active listening and empathy when interacting with customers, ensuring their concerns are understood and addressed effectively. Secondly, I'd highlight the significance of clear and professional communication, both verbally and in writing, to maintain positive customer relations. Thirdly, I'd emphasize the need for problem-solving skills to resolve issues promptly and satisfactorily. Additionally, I'd encourage a proactive approach to learning company policies and procedures, as well as staying updated on product knowledge. Lastly, I'd emphasize the value of teamwork and collaboration within the department to provide seamless support to customers.
Customer Support Onboarding and Training New Hire Guide
Role: Enterprise Customer Support SpecialistMANAGER REPORTING TO: Vick Cuss
- EMAIL ADDRESS:VickCuss@Elevated.COM
- PHONE NUMBER: 555-239-5401
DEPARTMENT HEAD: Aliceson Chosen
- EMAIL ADDRESS: ALCHOSEN@COMPANY.COM
- PHONE NUMBER: 565-555-5555
- EMAIL ADDRESS: SkillsJus@COMPANY.COM
- PHONE NUMBER: 555-555-5553
Welcome! to the Customer Service Department! We're thrilled to have you join our team as an Enterprise Customer Support Specialist.
This guide is designed to help you ramp up, onboard, and succeed in your role. While it's not an exhaustive list of your responsibilities, it provides fundamental tasks and resources to support your journey.
As a new employee, it's essential to understand the key points that will help you excel in your role and contribute to the success of our department.
Below are the critical aspects you should focus on as you begin your journey with us:
Customer-Centric Approach:
- Our primary focus is on providing exceptional service to our customers.
- Always prioritize their needs and ensure their satisfaction with every interaction.
- Listen actively to customers, empathize with their concerns, and demonstrate genuine care and understanding.
- Thoroughly familiarize yourself with our products and services.
- Understand their features, benefits, and how they meet customers' needs.
- Stay updated on any changes or updates to our offerings to provide accurate information to customers.
- Effective communication is key to providing excellent customer service.
- Practice clear and concise verbal and written communication.
- Use positive language, maintain a professional tone, and always strive for clarity and understanding.
- Develop strong problem-solving skills to address customer issues and resolve conflicts effectively.
- Take ownership of problems and work diligently to find satisfactory solutions for customers.
- We empower our employees to make decisions and take actions that benefit our customers.
- Use your judgment and discretion to resolve customer issues promptly, without always needing to escalate to higher levels.
- Collaboration and teamwork are essential for our department's success.
- Support your colleagues and share knowledge and best practices.
- Communicate openly and constructively, offering help and seeking help when needed.
- We are committed to continuous improvement and learning.
- Seek feedback from customers and supervisors to identify areas for growth.
- Take advantage of training opportunities, workshops, and resources to enhance your skills and knowledge.
- The customer service landscape is dynamic, so be prepared to adapt to changing circumstances and customer needs.
- Stay flexible in your approach and be willing to adjust strategies and processes as necessary.
- Familiarize yourself with our company's policies, procedures, and guidelines, particularly those related to customer service.
- Adhere to established protocols and standards to ensure consistency and compliance.
- Maintain a positive attitude and professional demeanor in all customer interactions, regardless of the circumstances.
- Show enthusiasm for assisting customers and representing our company in the best possible light.
Remember, your role in the Customer Service Department is crucial to our organization's success.
By embodying these key points and consistently delivering exceptional service, you will contribute to our reputation for excellence and build long-lasting relationships with our valued customers.
Onboarding and Training Plan
Training:
You will undergo comprehensive training sessions to equip you with the necessary skills and knowledge for your role.Training sessions will be scheduled according to a timeline, covering various aspects of customer support, product knowledge, and company policies. Expectations from training will include participation in practical exercises, assessments, and a final project or presentation.
Tech Set Up:
You will be provided with the necessary technological tools to perform your role effectively.
This includes:
- a computer/monitor setup
- phone/headset information
- instructions for connecting to printers or other peripherals if needed.
Software and Operating Systems:
You will be introduced to and trained in the software and operating systems essential for your role.
This includes:
- Customer support software
- CRM software
- Internal documentation software
- Video/virtual meeting software
- Call recording software
Internal Communications
You will be added to:
- relevant email aliases
- distribution lists
- and Slack channels to facilitate communication within the team.
Instructions will be provided for accessing calendars and recording vacation and time off.
People to Meet
Aliceson Chosen: Director of Customer Support
We ask all new reps to meet with the department director. Use the time to get to know the history of the company’s support initiatives and get a better understanding of how you play a role in the departments and the company’s goals.
Justice Skills: HR Business Partner, Customer Support:
Justin will be your liaison for any HR or business inquiries in this department. Talk with her about how to best keep the line of communication open and what the best ways are to discuss any HR issues that may arise.
Brandon Brown: Product Manager.
He will be your connection to the product team. Ask him what’s on the horizon for the next six months and what features the product team is most excited about. You can also reach out to him with any product-specific questions after you’re ramped.
Shae Mers: Director of Customer Support.
Connect with Shae to learn more about innovations her team is making for proactive customer success and retention and ask how you can support those initiatives in your day-to-day.
Sam Da: Customer Marketing Manager.
Talk to Sam about how our company collaborates and interacts with customers outside of support to better understand their needs and personas.
🏁🏁100 Day High-Level Goals🏁🏁
By the end of your first 100 days, you should aim to:
1. Resolve tickets efficiently and kindly with occasional assistance.
2. Achieve a personal Customer Effort Score average of 5 out of 7 or greater.
3. Fully understand our product suite and our customers.
4. Fluently utilize our internal suite of support tools, help desk, and CRM software.
Month 1 or 30 days (about 4 and a half weeks) from your hire date:
Goal: Learn our tone and brand voice while addressing support cases.
Deliverable: Read our company tone guide.
Resources: Company Tone Guide for Support Calls.
Goal: Understand our company and product.
Deliverable: Pass the new support hire assessment.
Resources: New Hire Study Guide, Knowledge Base, Product Training Team.
Goal: Understand the process of contacting support from the customer’s perspective.
Deliverable: Walk the case creation process through the customer’s shoes.
Resources: The “Contact Us” Page on Our Website.
Month 2 or 60 days (about 2 months) from your hire date:
Goal: Resolve your first ticket (in a group setting).
Deliverable: Closed ticket with a satisfied customer.
Resources: Your customer support team and manager.
Goal: Fully grasp the escalation framework for support redirects and transfers.
Deliverable: Achieve personal CES score of ## or greater.
Resources: Company Escalation Framework Flowchart.
Month 3 or 90 days (about 3 months) after your hire date:
Goal: Resolve ## of tickets weekly with assistance only as needed.
Deliverable: ## tickets closed.
Resources: Knowledge Base, Company Escalation Framework Flowchart.
Goal: Master our support tone and provide valuable advice and resolutions to our customers.
Deliverable: Achieve CES/NPS average of ##.
Resources: Company Tone Guide for Support Calls.
Feedback and Reviews
Weekly 1:1s: Day of Week/Time
30-Day Check-In: Date
50-Day Check-In: Date
100-Day Review: Date
Role Guidelines and Best Practices
Anatomy of a Support Call:
1. Greeting
2. Listening to Problem
3. Repeating Problem Back to Confirm
4. Looking for Solution
5. Providing Solution or Redirecting to Proper Person
6. Concluding Call and Thanking the Customer
Interacting with Customers:
Refer to the company's support tone guide for best practices.
Structuring Your Day:
Balance handling cases over the phone, email, and chat according to team priorities.
Reporting and Tracking Your Performance:
Key metrics include NPS, CES, and first call resolution.
Escalation Framework:
Understand when to escalate situations to management or transfer to another representative.
Refunds, Returns, or Cancellations:
Follow company guidelines for processing refunds, returns, or cancellations.
Product FAQ / Fast Facts:
Familiarize yourself with common product questions and answers.
Appendix:
Required/Suggested Reading:
- Article on team outings.
- Article on expensing.
- Article on time off policy.
- Article on our relationship with sales.
- Article on our relationship with customer success.
- Video introduction from our CEO.
- Company annual goals.
Reference Page
- https://offers.hubspot.com/customer-service-training-manual-template
- https://whatfix.com/blog/new-employee-training/
- https://whatfix.com/blog/training-needs-assessment/
- https://whatfix.com/blog/design-training-materials/
- https://whatfix.com/blog/multimodal-learning/
- https://whatfix.com/blog/employee-onboarding-process/
- https://whatfix.com/blog/employee-onboarding-checklist/
- https://whatfix.com/blog/new-employee-first-day-checklist/
As the manager of the customer service department, it's important to provide comprehensive training to new employees to ensure they understand the key points of the department. Here are some important aspects that I would include in the training manual:
1. Customer Service Philosophy: Explain the company's customer service philosophy, values, and the importance of providing exceptional service to customers.
2. Product Knowledge: Train employees on the products or services offered by the company so they can effectively assist customers with inquiries and issues.
3. Communication Skills: Emphasize the importance of clear and effective communication with customers, both verbally and in writing.
4. Problem-Solving Skills: Teach employees how to effectively listen to customer concerns, empathize with their situations, and find solutions to problems.
5. Customer-Service Skills: It enables the CSW to handle questions and problems with a friendly and professional demeanor.
6. Handling Difficult Customers: Provide guidance on handling challenging situations with upset customers professionally and with empathy.
7. Company Policies and Procedures: Ensure employees are familiar with company policies, procedures, and guidelines for handling customer inquiries, refunds, exchanges, etc.
8. Technology Training: Train employees on any customer service software, tools, or systems used to manage customer interactions and data.
9. Team Collaboration: Encourage teamwork, collaboration, and support among team members to provide a positive work environment and better customer service.
10. Feedback and Improvement: Emphasize the importance of feedback, both giving and receiving, to continuously improve customer service skills.
11. Professionalism and Etiquette: Discuss the importance of professionalism, courtesy, and maintaining a positive attitude in all customer interactions.
By covering these key points in the training manual, new employees will be equipped with the necessary knowledge and skills to deliver exceptional customer service and contribute to the success of the department.
1. Customer Service Philosophy: Explain the company's customer service philosophy, values, and the importance of providing exceptional service to customers.
2. Product Knowledge: Train employees on the products or services offered by the company so they can effectively assist customers with inquiries and issues.
3. Communication Skills: Emphasize the importance of clear and effective communication with customers, both verbally and in writing.
4. Problem-Solving Skills: Teach employees how to effectively listen to customer concerns, empathize with their situations, and find solutions to problems.
5. Customer-Service Skills: It enables the CSW to handle questions and problems with a friendly and professional demeanor.
6. Handling Difficult Customers: Provide guidance on handling challenging situations with upset customers professionally and with empathy.
7. Company Policies and Procedures: Ensure employees are familiar with company policies, procedures, and guidelines for handling customer inquiries, refunds, exchanges, etc.
8. Technology Training: Train employees on any customer service software, tools, or systems used to manage customer interactions and data.
9. Team Collaboration: Encourage teamwork, collaboration, and support among team members to provide a positive work environment and better customer service.
10. Feedback and Improvement: Emphasize the importance of feedback, both giving and receiving, to continuously improve customer service skills.
11. Professionalism and Etiquette: Discuss the importance of professionalism, courtesy, and maintaining a positive attitude in all customer interactions.
By covering these key points in the training manual, new employees will be equipped with the necessary knowledge and skills to deliver exceptional customer service and contribute to the success of the department.
Training manual for customer service orientation
Introduction
Good day to the newly hired staff members, to properly equip you for various roles within the company this brief training manual will serve as a guide for the customers' and the company's expectations. Objective and employee well-being will be addressed in this training manual. The company expects the new employees to uphold the basic consumer rights that apply to their roles.
The consumer rights are:
1. The right to safety
2. The right to be informed
3. The right to choose
4. The right to be heard
5. The right to satisfaction of basic need
6. The right to redress
7. The right to consumer education
8. The right to a healthy environment
The consumer reputation and trust value are vital to its operation. The new employees will need to render their services at a certain standard to maintain and/or improve upon the company's reputation and trust value.
Objective 1
Trust value - refers to the overall perception of trustworthiness a company has built with its stakeholders. The stakeholders include customers, employees, investors, partners, etc
To maintain and improve the trust value of the company, the new employees need to respond as expected, deliver as promised, and communicate as required. The 5 ways in which the employees should apply their service are:
1. Prioritize the customer's needs and wants
2. Learn from customer buying behaviour
- Pay attention to personal and situational factors
- Be appropriately inquisitive
3. Consider customer buying decisions
- Incorporate the knowledge of the basic consumer rights when relating with customers to ensure a positive customer experience.
4. Apply verbal communication
- Articulate explanations of products/services
- Be proficient in technical writing
5. Apply non-verbal communication
- Be observant of the customer's body language or tone of voice
- Apply appropriate gestures and paralanguage
Objective 2
Reputation - refers to the widespread opinion/perception people have of the company as a whole. These opinions are generated by a variety of factors which include customer experiences, product quality and safety, business practices, company culture, marketing, etc.
The 5 ways in which the new employees can maintain and improve the company's reputation are:
1. Render service thoroughly
- Ensure customer interaction, product, and service data is up to date and accurate.
2. Adapt to customer behaviour
- Modify the approach to customer interaction due to cultural and demographic differences.
3. Manage service-related problems
- Use a customer-centric perspective
- Apply empathy in customer interaction
4. Manage difficult customers
- Avoid appearing adversarial to deescalate issues
5. Apply efficient methods for marketing
- Use an email template to send regular updates to customers about current/new products and services.
- Inform customers of loyalty programs, special sales, and discounts with the use of CRM software or in person.
Objective 3
Company culture - refers to the overall atmosphere and personality of the work environment. It consists of the values, behaviours, attitudes, and practices of all the people who work in the company. Company culture is a vital component because it can influence the way employees treat each other, treat customers, and how they render their service.
To ensure a healthy work environment for our experienced and new employees, the company applies 5 methods such as:
1. Issuing regular surveys to our employees that we expect to be answered truthfully so the company can be aware of how to make our employees' work life more convenient.
2. Directing more effort/resources towards understanding the purpose and experience of our employees' work.
3. Listing pain points of the employees based on the surveys then regularly update the work environment to address these pain points.
4. Guiding employees' behaviour so it aligns with the company's goals.
5. Involving both experienced and new employees in the update of the work environment, helps achieve co-creation within the company.
Teamwork
For the new employees to work as an efficient team, the company will assign each of you to positions that suit your abilities and encourage you all to familiarize yourself with your differences. Keep in mind that the process of interpersonal bonding is ongoing. In the long run, the entire team will work more efficiently due to the collective awareness of each member's professional strengths and weaknesses.
Conclusion
The company uses a range of business channels to communicate with all stakeholders in and outside of the company. These business channels include Emails, social media, telephones, newsletters, invoices, charts, etc
The company's means of communication are integrated with CRM software which streamlines business channel functions. The CRM software is a central hub for communications, managing customer interactions, and marketing. The company will dedicate one/two weeks to properly familiarise the new employees with our CRM software through a practical tutorial.
Customer Service Department Training Manual:
Welcome to the Customer Service team. This manual is designed to provide you with a clear understanding of our expectations and help you achieve excellence in your new role. Here are the key points you should understand, along with additional tips to become an exceptional customer service worker:
**1. The Importance of Customer Service**
Customer service is more than a department; it is the essence of the brand. Your ability to provide exceptional service can define the customer experience and, therefore, the perception of our company.
**2. Fundamental Knowledge**
You must understand the basics of customer service, including the difference between attention, service, and customer experience. This will allow you to effectively address customer needs.
**3. Effective Communication**
Communication is the most powerful tool in customer service. You must be able to actively listen, respond with empathy and clarity, and handle customer inquiries professionally.
**4. Problem Solving**
You will learn to quickly identify customer problems and find effective solutions. Problem-solving is key to ensuring customer satisfaction and fostering loyalty.
**5. Use of Technology**
It is essential that you familiarize yourself with the digital tools and platforms we use to interact with customers. This includes CRM systems, live chat, and social media.
**6. Continuous Learning and Adaptability**
The world of customer service is constantly changing. You must be willing to learn and adapt continuously to improve your skills and knowledge.
**7. Teamwork**
Customer service is a team effort. You must collaborate with your colleagues and other areas of the company to provide cohesive and efficient service.
**8. Feedback Management**
Customer feedback is a valuable tool for personal and professional growth. You will learn to accept constructive feedback and use it to improve your performance.
**9. Ethics and Professionalism**
Maintaining high ethical and professional standards is fundamental. You must respect customer privacy and act with integrity at all times.
**10. Passion for Service**
Finally, we want you to develop a genuine passion for customer service. Your enthusiasm and dedication are contagious and can transform the customer experience.
**Additional Tips for Being a Good Customer Service Worker:**
- **Empathy and Patience**: Show empathy and patience to understand and resolve customer issues.
- **Positive Attitude**: Always maintain a friendly tone and a willingness to help.
- **Active Listening**: Practice active listening to ensure you understand customer needs.
- **Clear Communication**: Avoid technical jargon and ensure your messages are understood.
- **Product or Service Knowledge**: Have a thorough understanding of what your company offers.
- **Time Management Skills**: Manage your time efficiently without sacrificing service quality.
- **Flexibility and Adaptability**: Be flexible and willing to adapt to different situations or changes.
- **Conflict Resolution**: Handle conflicts and difficult situations calmly and professionally.
- **Continuous Learning**: Stay up-to-date with the latest trends and best practices.
- **Self-Management**: Manage your emotions and maintain professionalism even in stressful situations.
- **Proactivity**: Anticipate customer needs and offer solutions before they ask you.
- **Personalization**: Treat each customer as an individual and personalize your service.
- **Appreciation**: Show appreciation for customer preference.
- **Constructive Feedback**: Accept feedback as an opportunity to improve.
- **Representing the Brand**: Your actions and words directly reflect on the brand image.
This manual is your initial guide, but your learning and development will be ongoing. We are here to support you every step of the way. Welcome to the team and to the exciting world of customer service!
CUSTOMER SERVICE TRAINING MANUAL
NEW STAFF TRAINING GUIDE
CUSTOMER SUPPORT SPECIALIST
TRAINER
NAME:- ZAHARADEEN YAKUBU
EMAIL:- ZAHDID@GMAIL.COM
PHONE:- 070-7732-5541
APRIL 2024
Welcome to the Customer Service Department, we are thrilled to have you join our team as a customer support specialist.
This guide is designed to help you ramp up on board and succeed in your role while it’s not an exhaustive of your responsibilities it provide fundamental task and resources to support your journey.
As a new employee, it’s essential to understand the key points that will help you excel in your role and contribute to the success of your department as your role to the Customer Service Department is crucial to the organizational success.
__________________________________________________________
TABLE OF CONTENTS
Customer service basics
Introduction to customer service
Customer centric approach
Product knowledge
What customer service means
Three Key Elements
Professional qualities of customer service
Understanding customer need and want
Communication skills
Verbal communication skills
Non-verbal communication skills
Verbal communication technique
Non-verbal communication technique
Problem Solving skills
Telephone etiquette
Customer stress alleviation tactics
Putting a customer on hold
Transferring a customer
Offer to help the caller as much as possible
Unsatisfied customer
First impression
Ways to Create a Positive Impression
Factors that creates negative impression
Difficult and upset customer
Customer diversity
Two golden rule to approach customer diversity
Customer service through E-mail
Tips in using e-communication
Self-Care on the Job
Self-Care after the job
Customer service basics
Introduction to customer service
You will undergo comprehensive training sessions to equip you with the necessary skills and knowledge for your role. Training sessions will be scheduled according to a timeline, covering various aspects of customer support, product knowledge, and company policies. Expectations from training will include participation in practical exercises, assessments, and a final project or presentation.
“There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer! The customer is the person who pays everyone’s salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else. Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind – pleasing the customer.”
Customer centric approach
• Your primary focus is on providing exceptional service to our customers.
• Always prioritize their needs and ensure their satisfaction with every interaction.
• Listen actively to customers, empathize with their concerns, and demonstrate genuine care and understanding.
Product knowledge
• Thoroughly familiarize yourself with our products and services.
• Understand their features, benefits, and how they meet customers’ needs.
• Stay updated on any changes or updates to our offerings to provide accurate information to customers.
What customer service means
As mentioned earlier, customer service means providing a quality product or service that satisfies the needs/wants of a customer and keeps them coming back. Good customer service means much more, it means continued success, increased profits, higher job satisfaction, improved company or organization morale, better teamwork, and market expansion of services/products.
Remember, good customer service results in consumer satisfaction and return customers and growth in business. Poor customer service, except for monopolistic strongholds, generally results in consumer dissatisfaction, lack of returning customers and dwindling business.
Three Key Elements
Expand Your Definition of Service
How you define service shapes every interaction you have with your customers. Limited definitions of service based on an exchange of monies for goods or service misses the overall point of customer service. “Service” should provide the customer with more than a product or action taken on his/her behalf. It should provide satisfaction. In essence, the customer should walk away pleased at the result of the transaction not just content but actually happy. A happy customer will continue to be a buying customer and a returning customer.
Who are Your Customers?
Customers, buyers and clients want to pay a fair price for quality service or products, and feel satisfied they have paid for a service/product and received what they have paid for in return. They also want someone to take care of them. They need someone to understand their needs and help answer them. They need someone to hold their hands and walk them through a process. Customer service starts with the ability to listen to the customer and find out through polite questioning what he/she needs or wants.
Customer service and contact with a client
Mean that the customer will be heard and his/her problems will not go unanswered or ignored. It also means getting to know your client, his/her likes-dislikes, ideas, background, etc. The other most important aspect to do is to listen to what the customer is saying. If people do not understand what is motivating the customer, they will not be successful in handling them. Do research on customers, their habits, and what they want and expect.
Professional Qualities of customer service
Professionals who constantly deal with customers (inside and outside the company) need to strive for certain qualities to help them answer customer needs.
• Friendliness:- the most basic and associated with courtesy and politeness.
• Empathy:- the customer needs to know that the customer service provider understand and wants to help rather than sympathize
• Listen:- the customer wants to feel they receive adequate and full attention and be sure to hear all the issues that may need to be addressed.
• Take charge:- make the customer feel its no longer their problem but your problem and you have vested interest in resolving them.
• Information:- customers want to know about products and services but in a pertinent and time-sensitive manner.
Understanding customer need and want
What customer want
• They want to recieve polite helpful service.
• They want to feel appreciated as a customer.
• They want pleasant attitude from service provider.
• They want to resolve their problem as quickly as possible.
What customer needs
• They need to better understand their purchased product or services
• Some need to have a defective item replaced with a better one.
• Some need to return or cancel a service
As a customer service worker you should be able to help them with a solution that best serve their needs and take control to implement an agreed upon action.
Communications skills
All the tools and effort of customer service support comes down to how effectively we communicate with customers we serve.
Verbal communication
With verbal communication we can make our meaning understood through word order, phrasing, word choice and meaning.
Non verbal communication
Is a way to make attitude, project warmth and concern understood.
Verbal communication technique
Is a tactics employed to help hold the attention of a listener.
• Speak with short words
• Use speech rate of about 120 – 150 words per minute
• Mimic the customers volume and speech rate to help you understand customers communicative preferences.
Non verbal communication technique
• Always show self confidence and capable of handling the situation.
• Present a calm relax face. especially if your customer seems agitated.
• Smile warmly and try to be friendly.
The important aspect of both verbal and non verbal communication is to work towards a mutual understanding and make your customer feel at ease and ultimately ensure your interaction has a productive and satisfying end.
Problem Solving skills
One of the top reasons for customer loss is failure to solve their problem. So, while it’s important to consider how to communicate with an unsatisfied customer, it’s equally important to solve the problem at hand.
When you listen to the customer’s complaint you take responsibility to solve the problem. As a customer service representative, you should always:
• Listen with full attention.
• Behave without aggression, and without arguing.
• Avoid extending excuses for the problem, and thank the customer for drawing their attention to it and helpling solve it.
• Express sympathy and full understanding.
• Ask necessary questions to get more complete information and a full understanding of the situation.
• Find out exactly what the customer needs you to do for them.
• Explain first what you can do, and gently add what you cannot do.
• Discuss in detail all options, and then discuss the best solution
• Undertake immediately was discussed.
• Check the result to make sure the customer is completely satisfied.
Telephone etiquette
In the world of customer service most people hate picking up the telephone. However, this still serves as the primary support channel with 47% of interaction taking place by phone.
Because every telephone encounter is blind, customer frustration tends to be greater than any other communication medium. After answering automatic prompts and sitting on a hold, a customer just wants to be helped quickly and efficiently. From answering the phone to troubleshooting, here are easy-to-follow steps to ensure friendly, over-the-phone service.
• Use careful word selection to connect.
• Use calm, friendly voice to convey warmth and concern seeking as always to form partnership with customer.
• Tone used should project your dedication to customer and competence
• Use normal voice with short words on anxious customer.
• Be apologetic in the first moment of your call to help calm customer down.
• Use standard speech rate of 140 words per minute and may slow it down or speed it up depending on the customer
Customer stress alleviation tactics
Unfortunately, there are unavoidable situations that may upset a customer. Here are some tips to best handle these difficult moments.
Putting a customer on hold
• Ask the customer if you can put them on hold.
• Explain to the Customer why you are putting them on hold.
• If you have to put customer on hold check in with update every 20-30 seconds.
• Thank the customer for holding.
Transferring a customer
• Explain the need for the transfer to your customer and ask for their permission.
• Avoid any transfer where the caller have to explain the issue all over again to another customer service representative
• Confirm new representative has been informed and assure customer the solution is imminent.
• Always thank your customer for waiting and apologise for any delay.
Offer to help the caller as much as possible
• Ending the call, end it on a positive note
• Repeat any steps or action that needs to take place.
Unsatisfied customer
It’s likely you’ll interact with a customer who is simply unsatisfied. However, there are steps to take that turn this challenge into an opportunity. When coming into contact with a customer, communicating with them, analyzing problems, do not forget to provide good customer service. This means accountability, responsibility, and taking action to satisfy the customer.
If your customer is unsatisfied (for just or unjust reasons), try these techniques to win their support and continued loyalty.
• Listen:- It is of primary importance when dealing with an unsatisfied or complaining customer to listen attentively to their complaint, gripe, frustration, or grievance. Be patient, attentive, and friendly.
• Express you are sorry (within reason):- This can be tricky. While some customers are looking for a sincere apology, some may feel it’s disingenuous. Apologize for frustration and inconvenience when applicable to let the customer know you care about their feelings.
• Do not argue or interrupt:- This will only worsen the situation, especially if the customer is angry. Let them speak before you try to move the conversation forward.
• Do not lose your self-control:- if you stay relaxed, customers will most likely calm down.
• Point out facts:- Listen carefully and write everything down so you can accurately reference key facts or points made during the conversation.
• Admit the problem:- If you can suggest a solution, do it. If not, tell the customer what action you will take and what actions will follow. Never make the mistake of promising something you can’t do.
• Involve the customer in the solution:- Suggest the customer alternative solutions, if they exist. They’ll appreciate the opportunity to be involved in the process.
• Follow up:- Make sure that the promised measures are taken. If you do not fulfill what was promised and ignore the customer’s complaint, the problem will escalate and become more difficult to manage.
• Give the customer a “way back”:-Sometimes customers are wrong. You should let them leave the interaction with dignity so they don’t feel embarrassed.
• Do not question the customer’s correctness:- it’s important to believe the customer is in the right from the very beginning. Always be open minded toward their problem or opinion so they feel they are being listened to.
First impression
The reality is, we prefer doing business with those we like and trust. First impressions are key to developing trust and confidence in the customer.
Ways to Create a Positive Impression
• Ensure there needs are met
• Let them feel there is nothing more important than helping them.
• Getting to know your customer while attending to their needs in that way you will be giving them special and personalised attention.
• Always try to meet customers expectation.
• Give them a follow up call to make sure there problem have been solved.
• Talk to customer about benefit of products and not features.
Factors that creates negative impression.
• Making the customer wait
• Not saying please or thank you.
• Speaking loudly or condescendingly to customers or colleagues
• Making faces, frowning, acting distant, not smiling
• Looking disheveled or like you don’t care
• A poor handshake
• Focusing on another task while addressing a customer
Remember, impressions stay with those you meet, especially customers, and once registered, negative impressions are difficult to overcome.
Difficult and upset customer
The following steps shows you how you can deal with a difficult or upset customer.
• Protect yourself with proper mindset and attitude.
• Remain focused, alert, understanding, caring, unemotional, and most of all patient.
• Show empathy (I’m sorry).
• Encourage them to speak more about the problem.
• Don’t take customer anger or insult personal.
• Remain objective and calm.
• Involve the customer, ask how would you like to see this resolved.
• Provide clear option and steps to a solution.
• Exceed customer expectations
• Assure customer that you will advise management of the problem and prevent future occurance.
Customer diversity
In dealing with a diverse or multi cultural customer you might need to adjust form of verbal and non-verbal communication according to the cultural comfort of the customer.
There are tactics used to ensure optimal communication with regards to linguistic, cultural and demographic factors when dealing with diverse and multi-cultural customer.
• Don’t judge the merit of cultural differences or change them, but to accommodate them in a way within reason that best serve your customer.
• Don’t apply your own cultural belief without modification to every customer from every background.
• Don’t assume your listener understand just by smiling, nodding head, or say yes when you ask them.
• Use simple standard words to communicate with a non-native English speaker.
• Keep your message brief.
• Rephrase if it seems listener misunderstood a word.
• Use short bite of information.
• Refer to a team member who speak customer language and can help.
• Be careful with humor or slangs that doesn’t translate well across cultures.
• Be careful with gestures.
Two golden rules to approach customer diversity.
• Find out what customer wants.
• Treat them how they want to be treated.
Always try to approach all interactions with a customer with foremost desire to satisfy a customer.
Customer service through E-mail
Guidelines for using e-mail and Internet to communicate with a customer
• Message need to be concise yet comprehensive.
• Message has to earn customers attention.
• Avoid misinterpretation and ambiguity.
• Maintain a tone of cordial service.
Tips in using e-communication.
• Use template copy where possible.
• Carefully consider how to open and close your message.
• Use a friendly tone. Eg hi, hello, dear.
• Get to your point quickly and clearly.
• Use a descriptive subject heading.
• You can use search engine to research.
Self-Care on the Job.
Taking care of yourself means forcing yourself to do things you might prefer to avoid and motivating yourself to work on personal growth and sometimes just say “no” to things that might hinder your self-development.
When it comes to self care on the job this means you have to take steps in your own interest and also assert yourself to ensure you get what is needed for peak productivity. Best practice is to take regular breaks which increases productivity on the job.
Self-Care After the job.
As a customer service worker you also need to take care of yourself after each day at the office and the following tips will help you archive that.
• Do not take work problems home.
• Take at least an hour for yourself once you get home.
• Do whatever will put your mind at rest and restore calm.
• Always remember you cannot help others unless you are taking care of yourself.
NEW STAFF TRAINING GUIDE
CUSTOMER SUPPORT SPECIALIST
TRAINER
NAME:- ZAHARADEEN YAKUBU
EMAIL:- ZAHDID@GMAIL.COM
PHONE:- 070-7732-5541
APRIL 2024
Welcome to the Customer Service Department, we are thrilled to have you join our team as a customer support specialist.
This guide is designed to help you ramp up on board and succeed in your role while it’s not an exhaustive of your responsibilities it provide fundamental task and resources to support your journey.
As a new employee, it’s essential to understand the key points that will help you excel in your role and contribute to the success of your department as your role to the Customer Service Department is crucial to the organizational success.
__________________________________________________________
TABLE OF CONTENTS
Customer service basics
Introduction to customer service
Customer centric approach
Product knowledge
What customer service means
Three Key Elements
Professional qualities of customer service
Understanding customer need and want
Communication skills
Verbal communication skills
Non-verbal communication skills
Verbal communication technique
Non-verbal communication technique
Problem Solving skills
Telephone etiquette
Customer stress alleviation tactics
Putting a customer on hold
Transferring a customer
Offer to help the caller as much as possible
Unsatisfied customer
First impression
Ways to Create a Positive Impression
Factors that creates negative impression
Difficult and upset customer
Customer diversity
Two golden rule to approach customer diversity
Customer service through E-mail
Tips in using e-communication
Self-Care on the Job
Self-Care after the job
Customer service basics
Introduction to customer service
You will undergo comprehensive training sessions to equip you with the necessary skills and knowledge for your role. Training sessions will be scheduled according to a timeline, covering various aspects of customer support, product knowledge, and company policies. Expectations from training will include participation in practical exercises, assessments, and a final project or presentation.
“There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer! The customer is the person who pays everyone’s salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else. Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind – pleasing the customer.”
Customer centric approach
• Your primary focus is on providing exceptional service to our customers.
• Always prioritize their needs and ensure their satisfaction with every interaction.
• Listen actively to customers, empathize with their concerns, and demonstrate genuine care and understanding.
Product knowledge
• Thoroughly familiarize yourself with our products and services.
• Understand their features, benefits, and how they meet customers’ needs.
• Stay updated on any changes or updates to our offerings to provide accurate information to customers.
What customer service means
As mentioned earlier, customer service means providing a quality product or service that satisfies the needs/wants of a customer and keeps them coming back. Good customer service means much more, it means continued success, increased profits, higher job satisfaction, improved company or organization morale, better teamwork, and market expansion of services/products.
Remember, good customer service results in consumer satisfaction and return customers and growth in business. Poor customer service, except for monopolistic strongholds, generally results in consumer dissatisfaction, lack of returning customers and dwindling business.
Three Key Elements
Expand Your Definition of Service
How you define service shapes every interaction you have with your customers. Limited definitions of service based on an exchange of monies for goods or service misses the overall point of customer service. “Service” should provide the customer with more than a product or action taken on his/her behalf. It should provide satisfaction. In essence, the customer should walk away pleased at the result of the transaction not just content but actually happy. A happy customer will continue to be a buying customer and a returning customer.
Who are Your Customers?
Customers, buyers and clients want to pay a fair price for quality service or products, and feel satisfied they have paid for a service/product and received what they have paid for in return. They also want someone to take care of them. They need someone to understand their needs and help answer them. They need someone to hold their hands and walk them through a process. Customer service starts with the ability to listen to the customer and find out through polite questioning what he/she needs or wants.
Customer service and contact with a client
Mean that the customer will be heard and his/her problems will not go unanswered or ignored. It also means getting to know your client, his/her likes-dislikes, ideas, background, etc. The other most important aspect to do is to listen to what the customer is saying. If people do not understand what is motivating the customer, they will not be successful in handling them. Do research on customers, their habits, and what they want and expect.
Professional Qualities of customer service
Professionals who constantly deal with customers (inside and outside the company) need to strive for certain qualities to help them answer customer needs.
• Friendliness:- the most basic and associated with courtesy and politeness.
• Empathy:- the customer needs to know that the customer service provider understand and wants to help rather than sympathize
• Listen:- the customer wants to feel they receive adequate and full attention and be sure to hear all the issues that may need to be addressed.
• Take charge:- make the customer feel its no longer their problem but your problem and you have vested interest in resolving them.
• Information:- customers want to know about products and services but in a pertinent and time-sensitive manner.
Understanding customer need and want
What customer want
• They want to recieve polite helpful service.
• They want to feel appreciated as a customer.
• They want pleasant attitude from service provider.
• They want to resolve their problem as quickly as possible.
What customer needs
• They need to better understand their purchased product or services
• Some need to have a defective item replaced with a better one.
• Some need to return or cancel a service
As a customer service worker you should be able to help them with a solution that best serve their needs and take control to implement an agreed upon action.
Communications skills
All the tools and effort of customer service support comes down to how effectively we communicate with customers we serve.
Verbal communication
With verbal communication we can make our meaning understood through word order, phrasing, word choice and meaning.
Non verbal communication
Is a way to make attitude, project warmth and concern understood.
Verbal communication technique
Is a tactics employed to help hold the attention of a listener.
• Speak with short words
• Use speech rate of about 120 – 150 words per minute
• Mimic the customers volume and speech rate to help you understand customers communicative preferences.
Non verbal communication technique
• Always show self confidence and capable of handling the situation.
• Present a calm relax face. especially if your customer seems agitated.
• Smile warmly and try to be friendly.
The important aspect of both verbal and non verbal communication is to work towards a mutual understanding and make your customer feel at ease and ultimately ensure your interaction has a productive and satisfying end.
Problem Solving skills
One of the top reasons for customer loss is failure to solve their problem. So, while it’s important to consider how to communicate with an unsatisfied customer, it’s equally important to solve the problem at hand.
When you listen to the customer’s complaint you take responsibility to solve the problem. As a customer service representative, you should always:
• Listen with full attention.
• Behave without aggression, and without arguing.
• Avoid extending excuses for the problem, and thank the customer for drawing their attention to it and helpling solve it.
• Express sympathy and full understanding.
• Ask necessary questions to get more complete information and a full understanding of the situation.
• Find out exactly what the customer needs you to do for them.
• Explain first what you can do, and gently add what you cannot do.
• Discuss in detail all options, and then discuss the best solution
• Undertake immediately was discussed.
• Check the result to make sure the customer is completely satisfied.
Telephone etiquette
In the world of customer service most people hate picking up the telephone. However, this still serves as the primary support channel with 47% of interaction taking place by phone.
Because every telephone encounter is blind, customer frustration tends to be greater than any other communication medium. After answering automatic prompts and sitting on a hold, a customer just wants to be helped quickly and efficiently. From answering the phone to troubleshooting, here are easy-to-follow steps to ensure friendly, over-the-phone service.
• Use careful word selection to connect.
• Use calm, friendly voice to convey warmth and concern seeking as always to form partnership with customer.
• Tone used should project your dedication to customer and competence
• Use normal voice with short words on anxious customer.
• Be apologetic in the first moment of your call to help calm customer down.
• Use standard speech rate of 140 words per minute and may slow it down or speed it up depending on the customer
Customer stress alleviation tactics
Unfortunately, there are unavoidable situations that may upset a customer. Here are some tips to best handle these difficult moments.
Putting a customer on hold
• Ask the customer if you can put them on hold.
• Explain to the Customer why you are putting them on hold.
• If you have to put customer on hold check in with update every 20-30 seconds.
• Thank the customer for holding.
Transferring a customer
• Explain the need for the transfer to your customer and ask for their permission.
• Avoid any transfer where the caller have to explain the issue all over again to another customer service representative
• Confirm new representative has been informed and assure customer the solution is imminent.
• Always thank your customer for waiting and apologise for any delay.
Offer to help the caller as much as possible
• Ending the call, end it on a positive note
• Repeat any steps or action that needs to take place.
Unsatisfied customer
It’s likely you’ll interact with a customer who is simply unsatisfied. However, there are steps to take that turn this challenge into an opportunity. When coming into contact with a customer, communicating with them, analyzing problems, do not forget to provide good customer service. This means accountability, responsibility, and taking action to satisfy the customer.
If your customer is unsatisfied (for just or unjust reasons), try these techniques to win their support and continued loyalty.
• Listen:- It is of primary importance when dealing with an unsatisfied or complaining customer to listen attentively to their complaint, gripe, frustration, or grievance. Be patient, attentive, and friendly.
• Express you are sorry (within reason):- This can be tricky. While some customers are looking for a sincere apology, some may feel it’s disingenuous. Apologize for frustration and inconvenience when applicable to let the customer know you care about their feelings.
• Do not argue or interrupt:- This will only worsen the situation, especially if the customer is angry. Let them speak before you try to move the conversation forward.
• Do not lose your self-control:- if you stay relaxed, customers will most likely calm down.
• Point out facts:- Listen carefully and write everything down so you can accurately reference key facts or points made during the conversation.
• Admit the problem:- If you can suggest a solution, do it. If not, tell the customer what action you will take and what actions will follow. Never make the mistake of promising something you can’t do.
• Involve the customer in the solution:- Suggest the customer alternative solutions, if they exist. They’ll appreciate the opportunity to be involved in the process.
• Follow up:- Make sure that the promised measures are taken. If you do not fulfill what was promised and ignore the customer’s complaint, the problem will escalate and become more difficult to manage.
• Give the customer a “way back”:-Sometimes customers are wrong. You should let them leave the interaction with dignity so they don’t feel embarrassed.
• Do not question the customer’s correctness:- it’s important to believe the customer is in the right from the very beginning. Always be open minded toward their problem or opinion so they feel they are being listened to.
First impression
The reality is, we prefer doing business with those we like and trust. First impressions are key to developing trust and confidence in the customer.
Ways to Create a Positive Impression
• Ensure there needs are met
• Let them feel there is nothing more important than helping them.
• Getting to know your customer while attending to their needs in that way you will be giving them special and personalised attention.
• Always try to meet customers expectation.
• Give them a follow up call to make sure there problem have been solved.
• Talk to customer about benefit of products and not features.
Factors that creates negative impression.
• Making the customer wait
• Not saying please or thank you.
• Speaking loudly or condescendingly to customers or colleagues
• Making faces, frowning, acting distant, not smiling
• Looking disheveled or like you don’t care
• A poor handshake
• Focusing on another task while addressing a customer
Remember, impressions stay with those you meet, especially customers, and once registered, negative impressions are difficult to overcome.
Difficult and upset customer
The following steps shows you how you can deal with a difficult or upset customer.
• Protect yourself with proper mindset and attitude.
• Remain focused, alert, understanding, caring, unemotional, and most of all patient.
• Show empathy (I’m sorry).
• Encourage them to speak more about the problem.
• Don’t take customer anger or insult personal.
• Remain objective and calm.
• Involve the customer, ask how would you like to see this resolved.
• Provide clear option and steps to a solution.
• Exceed customer expectations
• Assure customer that you will advise management of the problem and prevent future occurance.
Customer diversity
In dealing with a diverse or multi cultural customer you might need to adjust form of verbal and non-verbal communication according to the cultural comfort of the customer.
There are tactics used to ensure optimal communication with regards to linguistic, cultural and demographic factors when dealing with diverse and multi-cultural customer.
• Don’t judge the merit of cultural differences or change them, but to accommodate them in a way within reason that best serve your customer.
• Don’t apply your own cultural belief without modification to every customer from every background.
• Don’t assume your listener understand just by smiling, nodding head, or say yes when you ask them.
• Use simple standard words to communicate with a non-native English speaker.
• Keep your message brief.
• Rephrase if it seems listener misunderstood a word.
• Use short bite of information.
• Refer to a team member who speak customer language and can help.
• Be careful with humor or slangs that doesn’t translate well across cultures.
• Be careful with gestures.
Two golden rules to approach customer diversity.
• Find out what customer wants.
• Treat them how they want to be treated.
Always try to approach all interactions with a customer with foremost desire to satisfy a customer.
Customer service through E-mail
Guidelines for using e-mail and Internet to communicate with a customer
• Message need to be concise yet comprehensive.
• Message has to earn customers attention.
• Avoid misinterpretation and ambiguity.
• Maintain a tone of cordial service.
Tips in using e-communication.
• Use template copy where possible.
• Carefully consider how to open and close your message.
• Use a friendly tone. Eg hi, hello, dear.
• Get to your point quickly and clearly.
• Use a descriptive subject heading.
• You can use search engine to research.
Self-Care on the Job.
Taking care of yourself means forcing yourself to do things you might prefer to avoid and motivating yourself to work on personal growth and sometimes just say “no” to things that might hinder your self-development.
When it comes to self care on the job this means you have to take steps in your own interest and also assert yourself to ensure you get what is needed for peak productivity. Best practice is to take regular breaks which increases productivity on the job.
Self-Care After the job.
As a customer service worker you also need to take care of yourself after each day at the office and the following tips will help you archive that.
• Do not take work problems home.
• Take at least an hour for yourself once you get home.
• Do whatever will put your mind at rest and restore calm.
• Always remember you cannot help others unless you are taking care of yourself.
Customer Service Department Training Manual:
This manual is designed to provide you with a clear understanding of our expectations and it will help you achieve excellence results in your new role. Here are the key points you should understand, to become an exceptional customer service worker:
1:Communication skill sets: As a customer service worker, must engage sensitive listening and speaking skills to accurately assess and respond to a customer’s questions and needs. As a worker you need to be comfortable with communication media such as telephone calls,email and live chat and be able to communicate clearly and accurately with proper use of written and spoken styles.
2: Problem solving skillsets: You must help resolve customers issues and help customers implement solutions
3: Customer service skillsets: As a customer service worker that you’re, expected to handle questions and problems with a friendly and professional demeanor. Customers may come from many different backgrounds be frustrated and confused,be angry and difficult so as a CSW you need to be patient.
4: Enhancing customer impressions and satisfaction: Give your customers full attention and handle their questions or complaints well,let your customer feel at the moment there is nothing more important to you than helping them.
5: Serving a customer’s needs and wants: As a CSW, maintain focus on what you are able to do for your customer
Assume ownership of the customer’s needs or problems
Be clear and specific as you ask questions and make suggestions
Keep the interaction cordial and respectful
6:Customer Diversity:As a CSW, you need to modify your methods of interaction to communicate well with your differing customers.
Some may prefer you to assume a more authoritative communication style while others may expect a more passive approach allowing them to lead the interaction.
7: Team work: The three primary components of an effective team are a common vision,complementary team member skills,and bonding that holds the team together
Empower your team rather than micromanaging and usurping team members individual initiative
Be result oriented,motivating your team towards success with a focus on removing obstacles to productivity
Have a cleared vision and keep the team moving forward towards shared goals.
8: Serving diverse and multicultural customers:If your customer is a non native English speaker,it is possible “YES “ may be the only word he or she can say with confidence.
Do not assume your listeners understand your explanation of an issue simply because they may smile,nod their heads or say yes when you ask if you’ve made yourself clear.
9: A successful relationship with a customer is based on meeting or exceeding their needs
Maintaining good customer relationships is critical to the success of a business
10:Regiser all relevant customer interactions: When a customer interacts with your brand or company,as a CSW you will want to have enough information available to provide them with a good experience
11: Share customers interactions across Departments
12: Anticipate,predict and plan for the future
As a manager of the customer service department, here are the key points I would want new employees to understand:
1. Customer-centric approach: Prioritize customer satisfaction and aim to exceed their expectations in every interaction.
2. Effective communication: Develop strong communication skills to listen actively, empathize with customers, and convey information clearly and professionally.
3. Product knowledge: Gain comprehensive knowledge about our products or services to provide accurate information and assistance to customers.
4. Problem-solving skills: Learn effective problem-solving techniques to address customer issues promptly and efficiently.
5. Conflict resolution: Develop strategies to de-escalate conflicts and resolve customer complaints calmly and professionally.
6. Teamwork: Collaborate with team members to share knowledge, support one another, and ensure consistent service delivery.
7. Time management: Prioritize tasks effectively to handle multiple inquiries efficiently and meet service level agreements.
8. Adaptability: Be flexible and adaptable to handle various customer situations and navigate through changes in procedures or policies.
9. Continuous learning: Stay updated on product updates, company policies, and industry trends to provide informed assistance to customers.
10. Professionalism: Maintain a positive attitude, professionalism, and integrity in all interactions to uphold the company's reputation and build trust with customers.
1. Customer-centric approach: Prioritize customer satisfaction and aim to exceed their expectations in every interaction.
2. Effective communication: Develop strong communication skills to listen actively, empathize with customers, and convey information clearly and professionally.
3. Product knowledge: Gain comprehensive knowledge about our products or services to provide accurate information and assistance to customers.
4. Problem-solving skills: Learn effective problem-solving techniques to address customer issues promptly and efficiently.
5. Conflict resolution: Develop strategies to de-escalate conflicts and resolve customer complaints calmly and professionally.
6. Teamwork: Collaborate with team members to share knowledge, support one another, and ensure consistent service delivery.
7. Time management: Prioritize tasks effectively to handle multiple inquiries efficiently and meet service level agreements.
8. Adaptability: Be flexible and adaptable to handle various customer situations and navigate through changes in procedures or policies.
9. Continuous learning: Stay updated on product updates, company policies, and industry trends to provide informed assistance to customers.
10. Professionalism: Maintain a positive attitude, professionalism, and integrity in all interactions to uphold the company's reputation and build trust with customers.
In reply to First post
Re: Discussion: Customer Service Training Manual
Training Manual for Medical Customer Relationship Workers (CRWs)
Introduction
Welcome to your role as a Customer Relationship Worker (CRW) at our pharmaceutical drug distributing and prescribing company. This manual is designed to guide you in providing exceptional service to our clients, understanding our products thoroughly, and effectively managing customer interactions in a healthcare context.
Unit 1: Understanding Our Products and Services
- Product Knowledge: Familiarize yourself with all the drugs we distribute and prescribe. Know their uses, side effects, dosage, and any special handling they require.
- Company Policies and Procedures: Learn about our procedures for prescribing and distributing medications, including any legal regulations we must follow.
Unit 2: Effective Communication Skills
- Verbal and Written Communication: Communicate clearly and professionally. Avoid medical jargon when speaking with customers who may not be familiar with it.
- Active Listening: Always listen to the customer's needs and concerns without interruption. Show empathy and understanding.
- Documentation: Keep accurate records of all customer interactions in the CRM system, noting any specific customer needs or issues that arise.
Unit 3: Handling Customer Interactions
- Initial Contact: Greet customers warmly, using their name whenever possible.
- Assessing Needs: Ask open-ended questions to understand the customer’s needs fully.
- Providing Information: Offer clear, concise information about medications and services. Ensure the customer understands the instructions and any safety information.
- Managing Complaints: Handle complaints with patience and empathy. Follow company guidelines to resolve issues or escalate them appropriately.
Unit 4: Privacy and Security
- Confidentiality: Always maintain the highest level of confidentiality with customer information. Understand and comply with HIPAA regulations.
- Security Practices: Be vigilant about the security of personal and medical information. Follow all company protocols for handling sensitive data.
Unit 5: Using CRM Software
- Tracking Interactions: Log all customer interactions accurately in our CRM software. This includes inquiries, transactions, complaints, and follow-ups.
- Analyzing Customer Data: Use CRM data to identify trends and common issues. This information can help improve our services and customer satisfaction.
Unit 6: Personal Development and Teamwork
- Continuous Learning: Stay updated with the latest pharmaceutical products, customer service techniques, and industry regulations.
- Feedback and Coaching: Participate in regular performance reviews. Be open to feedback and willing to improve your skills continually.
- Team Collaboration: Work cooperatively with your team. Share insights and help each other to enhance the overall customer experience.
Unit 7: Self-Care and Professional Behavior
- Work-Life Balance: Manage stress by maintaining a healthy balance between work and personal life. Engage in activities outside of work that you enjoy.
- Professional Attire: Adhere to the company’s dress code. Maintain a professional appearance at all times.
Unit 8: Ethical Considerations
- Ethical Behavior: Uphold the highest ethical standards in all interactions. Be honest and transparent in your communications.
- Reporting Concerns: Report any unethical behavior or compliance violations according to company policy.
Conclusion
As a CRW in our pharmaceutical company, your role is crucial in maintaining the trust and satisfaction of our customers. By following the guidelines in this manual, you will be equipped to provide outstanding service and contribute positively to our team’s success. Remember, your professionalism, empathy, and dedication are key to our company's and our customers' well-being.
This manual serves as your initial training guide, but remember that learning and development are continuous processes. Regular updates and additional training sessions will be provided to ensure you remain knowledgeable and effective in your role.
Introduction
Welcome to your role as a Customer Relationship Worker (CRW) at our pharmaceutical drug distributing and prescribing company. This manual is designed to guide you in providing exceptional service to our clients, understanding our products thoroughly, and effectively managing customer interactions in a healthcare context.
Unit 1: Understanding Our Products and Services
- Product Knowledge: Familiarize yourself with all the drugs we distribute and prescribe. Know their uses, side effects, dosage, and any special handling they require.
- Company Policies and Procedures: Learn about our procedures for prescribing and distributing medications, including any legal regulations we must follow.
Unit 2: Effective Communication Skills
- Verbal and Written Communication: Communicate clearly and professionally. Avoid medical jargon when speaking with customers who may not be familiar with it.
- Active Listening: Always listen to the customer's needs and concerns without interruption. Show empathy and understanding.
- Documentation: Keep accurate records of all customer interactions in the CRM system, noting any specific customer needs or issues that arise.
Unit 3: Handling Customer Interactions
- Initial Contact: Greet customers warmly, using their name whenever possible.
- Assessing Needs: Ask open-ended questions to understand the customer’s needs fully.
- Providing Information: Offer clear, concise information about medications and services. Ensure the customer understands the instructions and any safety information.
- Managing Complaints: Handle complaints with patience and empathy. Follow company guidelines to resolve issues or escalate them appropriately.
Unit 4: Privacy and Security
- Confidentiality: Always maintain the highest level of confidentiality with customer information. Understand and comply with HIPAA regulations.
- Security Practices: Be vigilant about the security of personal and medical information. Follow all company protocols for handling sensitive data.
Unit 5: Using CRM Software
- Tracking Interactions: Log all customer interactions accurately in our CRM software. This includes inquiries, transactions, complaints, and follow-ups.
- Analyzing Customer Data: Use CRM data to identify trends and common issues. This information can help improve our services and customer satisfaction.
Unit 6: Personal Development and Teamwork
- Continuous Learning: Stay updated with the latest pharmaceutical products, customer service techniques, and industry regulations.
- Feedback and Coaching: Participate in regular performance reviews. Be open to feedback and willing to improve your skills continually.
- Team Collaboration: Work cooperatively with your team. Share insights and help each other to enhance the overall customer experience.
Unit 7: Self-Care and Professional Behavior
- Work-Life Balance: Manage stress by maintaining a healthy balance between work and personal life. Engage in activities outside of work that you enjoy.
- Professional Attire: Adhere to the company’s dress code. Maintain a professional appearance at all times.
Unit 8: Ethical Considerations
- Ethical Behavior: Uphold the highest ethical standards in all interactions. Be honest and transparent in your communications.
- Reporting Concerns: Report any unethical behavior or compliance violations according to company policy.
Conclusion
As a CRW in our pharmaceutical company, your role is crucial in maintaining the trust and satisfaction of our customers. By following the guidelines in this manual, you will be equipped to provide outstanding service and contribute positively to our team’s success. Remember, your professionalism, empathy, and dedication are key to our company's and our customers' well-being.
This manual serves as your initial training guide, but remember that learning and development are continuous processes. Regular updates and additional training sessions will be provided to ensure you remain knowledgeable and effective in your role.
Title: Customer Service Department Training Manual
_Welcome to the Customer Service Department!
_
Introduction:
As a new member of our team, you play a crucial role in ensuring our customers have a positive experience with our products and services. This training manual will provide you with essential information and guidelines to excel in your position.
Key Points:
Understanding Our Customers:
Our customers are our top priority. They come from diverse backgrounds and may have varying needs and expectations.
Empathy and active listening are essential skills for understanding and addressing customer concerns effectively.
Always strive to provide personalized and attentive service to create memorable experiences for our customers.
Product Knowledge:
Thoroughly familiarize yourself with our products and services. This includes understanding their features, benefits, and limitations.
Be prepared to answer questions and provide recommendations based on customer needs and preferences.
Regularly update your product:
knowledge to stay informed about any changes or updates.
Communication Skills:
Clear and effective communication is key to resolving customer issues and building rapport.
Use professional language and tone in all interactions, whether it's in person, over the phone, or via email or chat.
Practice active listening to ensure you understand the customer's concerns fully before offering solutions.
Problem-Solving:
Be proactive in addressing customer issues and finding solutions.
When faced with a challenging situation, remain calm and focused. Collaborate with colleagues and utilize available resources to resolve the issue promptly.
Follow up with customers to ensure their concerns have been addressed satisfactorily.
Time Management:
Efficiently manage your time to handle customer inquiries and requests promptly.
Prioritize tasks based on urgency and importance, ensuring no customer is left waiting for an extended period.
Utilize available tools and systems to streamline workflows and optimize productivity.
Company Policies and Procedures:
Familiarize yourself with company policies and procedures related to customer service, including return and exchange policies, warranty information, and escalation procedures.
Adhere to all policies and guidelines to maintain consistency and uphold the company's reputation for excellent customer service.
Continuous Improvement:
Embrace opportunities for learning and development to enhance your skills and knowledge. Seek feedback from customers and colleagues to identify areas for improvement.
Stay updated on industry trends and best practices in customer service to remain competitive.
Conclusion
Your role in the Customer Service Department is vital to our success in building lasting relationships with our customers. By embodying the principles outlined in this training manual and continuously striving for excellence, you will contribute to our mission of delivering exceptional customer experiences. Welcome aboard, and best of luck in your new position!
_Welcome to the Customer Service Department!
_
Introduction:
As a new member of our team, you play a crucial role in ensuring our customers have a positive experience with our products and services. This training manual will provide you with essential information and guidelines to excel in your position.
Key Points:
Understanding Our Customers:
Our customers are our top priority. They come from diverse backgrounds and may have varying needs and expectations.
Empathy and active listening are essential skills for understanding and addressing customer concerns effectively.
Always strive to provide personalized and attentive service to create memorable experiences for our customers.
Product Knowledge:
Thoroughly familiarize yourself with our products and services. This includes understanding their features, benefits, and limitations.
Be prepared to answer questions and provide recommendations based on customer needs and preferences.
Regularly update your product:
knowledge to stay informed about any changes or updates.
Communication Skills:
Clear and effective communication is key to resolving customer issues and building rapport.
Use professional language and tone in all interactions, whether it's in person, over the phone, or via email or chat.
Practice active listening to ensure you understand the customer's concerns fully before offering solutions.
Problem-Solving:
Be proactive in addressing customer issues and finding solutions.
When faced with a challenging situation, remain calm and focused. Collaborate with colleagues and utilize available resources to resolve the issue promptly.
Follow up with customers to ensure their concerns have been addressed satisfactorily.
Time Management:
Efficiently manage your time to handle customer inquiries and requests promptly.
Prioritize tasks based on urgency and importance, ensuring no customer is left waiting for an extended period.
Utilize available tools and systems to streamline workflows and optimize productivity.
Company Policies and Procedures:
Familiarize yourself with company policies and procedures related to customer service, including return and exchange policies, warranty information, and escalation procedures.
Adhere to all policies and guidelines to maintain consistency and uphold the company's reputation for excellent customer service.
Continuous Improvement:
Embrace opportunities for learning and development to enhance your skills and knowledge. Seek feedback from customers and colleagues to identify areas for improvement.
Stay updated on industry trends and best practices in customer service to remain competitive.
Conclusion
Your role in the Customer Service Department is vital to our success in building lasting relationships with our customers. By embodying the principles outlined in this training manual and continuously striving for excellence, you will contribute to our mission of delivering exceptional customer experiences. Welcome aboard, and best of luck in your new position!
As the Manager,I will want the new employee to take cognisant of tactics in customer service, professional development.I equally teach the various approach at work site and interactions section.Also, lay emphasis on the company products and serve to be verse with to ensure customer satisfaction.
Customer Training Manual
Welcome to our team! We are so excited to have you part of our crew! This customer service training manual will help guide you throughout this new journey. This training manual sets forth basic policies and expectations for employee conduct and also contains important summary information regarding customer service training.
1. Understanding Customer Service
As an employee here at Lady Ashley's, you should understand how customer service works. We have all been a customer to some company. We know how we like to be treated when we have an issue, concern, or want to set up an appointment. We treat our customers like family. We try to understand their situation, and help them resolve their issue or concern as fast and respectful as we can. We never want to let our customers feel like they're a burden or an issue.
2. Issues with a customer and/or a coworker
At Lady Ashley's we always want our employees and customers to feel like family. At any given point, you feel unsafe or have an issue with any customer or employee, please contact your manager or a leader. If you can't resolve an issue with a difficult customer please let the customer know someone else will be helping them and transfer them to another coworker. Please make sure you let the coworker the situation so that there's communication between each individual. Remember not to feel overwhelm or not wanted in whatever situation you are in, always let leadership if you ever have a problem, you are not alone.
3. Tardiness/ no show
We understand life happens and that's okay. Please make sure you always have communication with leadership. If a personal issue happened, you're stuck in traffic, or you don't feel good at all, always communicate to your manager about what's going on. If you do not show up to work without letting leadership know, there will be consequences. You will have a warning the first time it happens, the second time will be suspension with no pay, and the third time will need to be termination of that person. That person will no longer work at Lady Ashley's and will be fired. If you show up to work late more than 3 times, you will have a warning. After showing up late more than 3 times, you will have suspension with no pay. After the third time, there will be termination.
4. Questions/concerns
You are now part of Lady Ashley's Cleaning service company, you are an important part of this family. If you ever have any questions or concerns of any kind please feel free to contact me via email or by phone, which will given to you down below. Thank you for your support and understanding! We welcome you to our team!
Welcome to our team! We are so excited to have you part of our crew! This customer service training manual will help guide you throughout this new journey. This training manual sets forth basic policies and expectations for employee conduct and also contains important summary information regarding customer service training.
1. Understanding Customer Service
As an employee here at Lady Ashley's, you should understand how customer service works. We have all been a customer to some company. We know how we like to be treated when we have an issue, concern, or want to set up an appointment. We treat our customers like family. We try to understand their situation, and help them resolve their issue or concern as fast and respectful as we can. We never want to let our customers feel like they're a burden or an issue.
2. Issues with a customer and/or a coworker
At Lady Ashley's we always want our employees and customers to feel like family. At any given point, you feel unsafe or have an issue with any customer or employee, please contact your manager or a leader. If you can't resolve an issue with a difficult customer please let the customer know someone else will be helping them and transfer them to another coworker. Please make sure you let the coworker the situation so that there's communication between each individual. Remember not to feel overwhelm or not wanted in whatever situation you are in, always let leadership if you ever have a problem, you are not alone.
3. Tardiness/ no show
We understand life happens and that's okay. Please make sure you always have communication with leadership. If a personal issue happened, you're stuck in traffic, or you don't feel good at all, always communicate to your manager about what's going on. If you do not show up to work without letting leadership know, there will be consequences. You will have a warning the first time it happens, the second time will be suspension with no pay, and the third time will need to be termination of that person. That person will no longer work at Lady Ashley's and will be fired. If you show up to work late more than 3 times, you will have a warning. After showing up late more than 3 times, you will have suspension with no pay. After the third time, there will be termination.
4. Questions/concerns
You are now part of Lady Ashley's Cleaning service company, you are an important part of this family. If you ever have any questions or concerns of any kind please feel free to contact me via email or by phone, which will given to you down below. Thank you for your support and understanding! We welcome you to our team!
Customers: The Key to the Kingdom
Customers are the royalty in our realm. Their satisfaction is our ultimate treasure, and we strive to create positive experiences that make them want to return for more. Here's how we'll achieve this noble goal:
Empathy: Understanding Your Quest Giver Step into the customer's shoes. Are they facing a dragon of frustration (a faulty product)? Lost in a maze of confusion (complex instructions)? Acknowledge their feelings and become their trusted advisor.
Active Listening: Mastering the Art of Conversation Don't just hear their words – truly listen! Pay close attention to their concerns and ask insightful questions to fully grasp the situation.
Clear Communication: Your Royal Decree Speak clearly and avoid confusing jargon. Imagine explaining things to a new adventurer – that's the level of clarity we aim for.
Patience: Your Secret Weapon Sometimes customers might be grumpy or lost. Stay calm, de-escalate the situation, and be their beacon of hope in a storm of frustration.
Problem-Solving Prowess: Vanquish the Foes! Take ownership of resolving their issues, even if it requires collaboration with other departments. Show initiative and follow through until the customer emerges victorious.
Product Knowledge: Your Enchanted Weapon
Knowing our products or services like the back of your hand makes you a customer service wizard. Here's why:
Accurate Information: Your Guide Through the Labyrinth Customers rely on you for the ultimate knowledge on features, benefits, pricing, and troubleshooting tips. Be their source of truth.
Solutions that Slay the Problem Armed with product expertise, you can recommend the perfect solution to slay the dragon of their problem for good.
Confidence Boost: Becoming a Trusted Guide Your knowledge builds trust and makes them feel like they're working with a seasoned hero, not just a customer service rep.
Tools & Resources: Your Allies on the Path
We have a treasure trove of resources to aid you on your quest:
CRM System: Your Customer Map This centralizes all customer data, past interactions, and preferences, allowing you to provide personalized service worthy of a royal audience.
Knowledge Base: Your Tome of Wisdom This is your one-stop shop for info on products, policies, and solutions to frequently asked questions.
Team Communication Channels: Your Quest Network Stay connected with fellow heroes to share battle strategies, seek advice, and conquer complex challenges together.
The Power of Teamwork: Stronger Together!
We're a fellowship, not a lone knight. We support each other, share knowledge, and celebrate victories as a team. Don't hesitate to ask for help, share your learnings, and grow from your teammates' experiences.
Customers are the royalty in our realm. Their satisfaction is our ultimate treasure, and we strive to create positive experiences that make them want to return for more. Here's how we'll achieve this noble goal:
Empathy: Understanding Your Quest Giver Step into the customer's shoes. Are they facing a dragon of frustration (a faulty product)? Lost in a maze of confusion (complex instructions)? Acknowledge their feelings and become their trusted advisor.
Active Listening: Mastering the Art of Conversation Don't just hear their words – truly listen! Pay close attention to their concerns and ask insightful questions to fully grasp the situation.
Clear Communication: Your Royal Decree Speak clearly and avoid confusing jargon. Imagine explaining things to a new adventurer – that's the level of clarity we aim for.
Patience: Your Secret Weapon Sometimes customers might be grumpy or lost. Stay calm, de-escalate the situation, and be their beacon of hope in a storm of frustration.
Problem-Solving Prowess: Vanquish the Foes! Take ownership of resolving their issues, even if it requires collaboration with other departments. Show initiative and follow through until the customer emerges victorious.
Product Knowledge: Your Enchanted Weapon
Knowing our products or services like the back of your hand makes you a customer service wizard. Here's why:
Accurate Information: Your Guide Through the Labyrinth Customers rely on you for the ultimate knowledge on features, benefits, pricing, and troubleshooting tips. Be their source of truth.
Solutions that Slay the Problem Armed with product expertise, you can recommend the perfect solution to slay the dragon of their problem for good.
Confidence Boost: Becoming a Trusted Guide Your knowledge builds trust and makes them feel like they're working with a seasoned hero, not just a customer service rep.
Tools & Resources: Your Allies on the Path
We have a treasure trove of resources to aid you on your quest:
CRM System: Your Customer Map This centralizes all customer data, past interactions, and preferences, allowing you to provide personalized service worthy of a royal audience.
Knowledge Base: Your Tome of Wisdom This is your one-stop shop for info on products, policies, and solutions to frequently asked questions.
Team Communication Channels: Your Quest Network Stay connected with fellow heroes to share battle strategies, seek advice, and conquer complex challenges together.
The Power of Teamwork: Stronger Together!
We're a fellowship, not a lone knight. We support each other, share knowledge, and celebrate victories as a team. Don't hesitate to ask for help, share your learnings, and grow from your teammates' experiences.
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