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© 2012 by Robert W. Lucas Chapter 9: Customer Service via Technology.

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Presentation on theme: "© 2012 by Robert W. Lucas Chapter 9: Customer Service via Technology."— Presentation transcript:

1 © 2012 by Robert W. Lucas Chapter 9: Customer Service via Technology

2 2 2 © 2012 by Robert W. Lucas Learning Outcomes 9-1 Recognize the extent to which customer service is facilitated by the effective use of technology.9-1 Recognize the extent to which customer service is facilitated by the effective use of technology. 9-2 Use technology to enhance service delivery capabilities.9-2 Use technology to enhance service delivery capabilities. 9-3 Communicate effectively via , the Internet, and fax.9-3 Communicate effectively via , the Internet, and fax. 9-4 Deliver quality service through effective telephone techniques.9-4 Deliver quality service through effective telephone techniques.

3 3 3 © 2012 by Robert W. Lucas The Role of Technology The Role of Technology Customer service and technology – –Statistics – –Changes

4 4 4 © 2012 by Robert W. Lucas The Role of Technology The Role of Technology Internet Users Mobile users – –http://pewinternet.org/Infographics/2010/Use-of-cell-phone-for-picture-and-video-by-age.aspx

5 5 5 © 2012 by Robert W. Lucas The Role of Technology The Role of Technology Call centers – –Define – –High-touch customers versus low-touch customers

6 6 6 © 2012 by Robert W. Lucas Types of Technology Types of Technology Found in call centers – –Automated attendants – –Automatic call distribution system – –Automatic number identification

7 7 7 © 2012 by Robert W. Lucas Types of Technology Types of Technology Found in call centers – –Computer-aided telephone interview – –Computer telephony integration – – – –Fax machine – –Internet callback

8 8 8 © 2012 by Robert W. Lucas Types of Technology Types of Technology Found in call centers – –Internet telephony – –Interactive voice response – –Media blending – –Online information fulfillment system – –Predictive dialing system – –Screen pop-ups

9 9 9 © 2012 by Robert W. Lucas Types of Technology Types of Technology Found in call centers – –Speech recognition – –Teletype systems – –Video

10 10 © 2012 by Robert W. Lucas Technology and Customer Service Technology and Customer Service Technology in customer service has: – –Advantages – –Disadvantages

11 11 © 2012 by Robert W. Lucas Strategies for High-Touch Customers Strategies for High-Touch Customers Social networking MP3 and audio Push technology (texting) E-newsletters E-books

12 12 © 2012 by Robert W. Lucas Strategies for High-Touch Customers Strategies for High-Touch Customers Webinars Satellite technology Telecommuting

13 13 © 2012 by Robert W. Lucas Technology Etiquette Technology Etiquette etiquette Fax

14 14 © 2012 by Robert W. Lucas Technology Etiquette Technology Etiquette The phone in customer service – –Tips for effective phone skills

15 15 © 2012 by Robert W. Lucas Technology Etiquette Technology Etiquette The phone in customer service – –Tips for effective phone skills

16 16 © 2012 by Robert W. Lucas Technology Etiquette Technology Etiquette The phone in customer service – –Using voic – –Taking messages


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