2. How to Put the “Courtesy” Back in Customer Service

3. Instructions for using this course The navigation button will take you to the next slide in the course. The navigation buttonwill take you the previous slide in the course. The navigation button will take you to the last slide in the course. The navigation buttonwill take you to the beginning of the course.

4. Course Objectives After this course you will be able to see how the proper greeting can change a member’s customer service experience from mediocre to “world class” You will also see how the proper closing can leave the member with a feeling of satisfaction and keep them coming back for more.

5. What Is World Class Customer Service?

6. “World class “ Customer Service Is going above and beyond your required customer service duties to help our members. Is doing whatever is possible within measure to make sure the customer’s needs are fully met and they are satisfied. It means providing great service that keeps our members coming back for more. It means putting our member’s needs “first”.

7. The importance of a greeting World class service begins with a representatives greeting. first impression The first impression a member receives about a company comes from a representative’s greeting. The greeting sets the tone for the customer’s entire experience. A good greeting is identified by the greeting skill sets used by a representative.

8. The importance of a greeting cont’d A greeting skill set includes: 1. Identify yourself and your company. 2. Offer a willingness to be of service 3. Set a professional tone 4. Be aware of your voice tone.

9. The importance of a greeting cont’d.. Greeting examples: “ Good Afternoon, Customer Service.” (Bad) (Ok) “ Thank you for calling Empire Blue Cross and Blue Shield, this is _________ speaking.” (Ok) (Great) “Good morning and Thank you for calling Empire, this is ________________ speaking, How may I help you today?” (Great)

10. The importance of a closing A proper closing can leave the member with a feeling of satisfaction. It can also make the member feel like all the issues called about were resolved It can show our members that our representatives take all their concerns seriously and work hard to provide world class service.

11. The importance of a closing cont’d Closing Skill set: Recapping main points of discussion. Ensure both parties know what action items need to be completed. Repeat required timeframes if applicable. Confirm if there is anything else that needs to be done before you end the call. Thank the member for calling.

12. The importance of a closing cont’d Closing Examples: Scenario #1: “Is there anything else I can help you with? (no) Thanks for calling Empire, have a great day!” Scenario #2: “Thank you very much for bringing this issue to our attention, we appreciate you calling.” Scenario #3: “ Was there anything else I could help you with? (no) Well have a wonderful 4 th of July and thanks again for calling Empire.”

13. Assessment What is an example of a great greeting? A: Good morning and Thank you for calling Empire, this is ________________ speaking, How may I help you today B: Thank You for calling _______ How can I help you? C: Customer Service. How Can I be of service? ABC

14. CORRECT!!!!!!

15. B:INCORRECT!!!!!

16. C:INCORRECT!!!!!

17. THE CORRECT ANSWER ISA THE CORRECT ANSWER IS A

19. COURSE COMPLETED!!!!! Click on icon to return to Website homepage