1. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 1 McGraw-Hill part 9 3 1.Recognize the extent to which customer service is facilitated by the effective use of technology. 2.Use technology to enhance service delivery capabilities. Building and Maintaining Relationships Customer Service Via Technology Learning Objectives, Chapter 9

2. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 2 McGraw-Hill Building and Maintaining Relationships 3.Communicate effectively via e-mail, the Internet and fax. 4.Deliver quality service through effective telephone techniques.

3. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 3 McGraw-Hill Employing Technology to Conduct Business Help Desk A service provider trained and assigned to assist customers with questions, problems or suggestions. Customer Contact Center A central point within an organization from which all customer service contacts are managed via various forms of technology.

4. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 4 McGraw-Hill Types of Technology: What are the types of technology on the scene today? How are these items an advantage or disadvantage to business and industry? What are the fears of customers about using technology? Is it a real fear that is warranted by the state of technology information systems?

5. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 5 McGraw-Hill Using E-mail Ethically and Correctly What etiquette rules (tips) should you remember when sending an e-mail? If your customers are afraid of technology usage, what strategies may reassure them?

6. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 6 McGraw-Hill Using a Facsimile: Guidelines for Sending Faxes Be considerate when sending multipage documents that could tie up a fax line for a lot of time. Limit graphics that can tie up the machine. Limit recipients to those who need to know.

7. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 7 McGraw-Hill Using the Telephone Answering the telephone – small and medium companies Telephone – second most important link in customer service Communication Skills for Success – one of these is definitely the telephone

8. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 8 McGraw-Hill Effective Usage: Using the telephone, continued Voice mail—answering machines Taking messages Advice for telephone communication

9. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 9 McGraw-Hill Advantages of the Telephone Convenience Ease of communication Economy Efficiency

10. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 10 McGraw-Hill Creating Positive Telephone Usage: Ways to serve customers effectively Continually evaluate yourself. Use proper body posture. Be prepared. Speak naturally.

11. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 11 McGraw-Hill Create Positive Telephone Usage, continued Have a good telephone image and usage record : Be time conscious. Be proactive with service. Do more than customers expect. Conclude calls professionally.

12. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 12 McGraw-Hill Effective Telephone Usage: Strategies to Prevent Poor Telephone Techniques Eliminate distractions Answer promptly Use titles with names Ask questions Use speakerphones with caution Use call waiting.

13. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 13 McGraw-Hill Advantages of Telephone Customer Service Figure 9.6 presents advantages of the telephone