2. excellent service must be provided throughout has to provide service recovery so as to retain customers continue on a good reputation to acquire more customers service recovery helps gain trust in customers business as we are dealing with fragile products

3. Customers call in to complaint Call agents handle the call KPI (pick the call within 2 rings ) Look up customer’s particulars Key in the type of complaint 1 st time complaint? No Yes Apologize and empathize customer’s situation Resolve the problems Satisfy Dissatisfy End the call (Key in the resolve option) Provide special package (Free 1 vcd for the next 3 vcd rental) Dissatisfy Free 3 credits (only for 1 time) Same problems Different problems Notify to management to look into the matter End the call Verify the complaint with the computer system True False Explain to customers and seek understanding

4. Application for evaluation of vcds received (2 times per month) Allocate between evaluator Check out the last time evaluation results/conditions Undertake the verification of quality/conditions Good Update the conditions into computer system Process completed Rent out Poor Examine the problems Maintenance No Yes Quality assurance by manager Disposal of assets GoodPoor Evaluation report written on quality assurance

6. learnt how to handle dissatisfied customers learnt how to deal with difficult customers as acting customers, become more spontaneous and imaginative easier to deal with customers over the phone rather than face to face agents need to control their own emotions Learnt proper phone etiquettes

7. 1) Did the CSO use proper greeting? 100% Yes 0% No 2) Did the CSO listen attentively? 93% Yes 7% No

8. 3) Did the CSO understand the client’s complaint? 100% Yes 0% No 4) Was the CSO able to provide solution or alternative solution to the client? 100% Yes 0% No

9. 5) Was the CSO able to manage the conversation? 100% Yes 0% No 6) Are you happy with the service after you have feedback your complaint? 100% Yes 0% No

10. Did not address customer 7.14% Influent21.43% Dull tone7.14% Lack of confidence 28.57%

11. Be more attentive7.14% Sound very fierce7.14% Slow response7.14% Speed too fast7.14% Not well-prepared7.14%

12. Good volume33.33% Sincere33.33% Good in handling questions 33.33%

13. - Set up a standard greeting and closing - intensive trainings to be conducted - provide bonus incentive for well performed CSO - Review session for CSO - Peer Evaluation - Be more approachable

14. -service recovery is a very challenging work and is essential. - answer the customers’ call within 3 rings - multitasking to increase our work efficiency - proper telecommunication etiquettes - train up our patience

15. - seek customer’s understanding - learnt how to deal with our own emotions - handle customers’ objection in the shortest period of time - learnt more product knowledge

17. -Know the areas of strength and weaknesses of the team. - Enhance interaction between group members. -Learn the telemarketing communication skills from each other -Seek for ways of improvement for individual team member and the whole team after review calls -Find out the efficiency, effectiveness and the customers’ satisfactory level of the service recovery department and outbound call department -Conclude the problems which our customers met - Make improvement on our services

19. - All of them are able to use proper opening and closing greetings. - 76.67% of CSO addressed the customer properly, this percentage is only considered average to us. Thus, further improvement could be done on this part. - 83.33% of CSO’s speed of speech and clarity was rated good. This shows that the intensive training they undergo was proven effective. - All Complaints are dealt with and resolved within 1 call. Thus, no follow- ups was required. - Out of 3 of the dissatisfied customers, 2 of them was displeased because the CSO didn’t not listen to them attentively. The other dissatisfied customer was displease because of our promotion package.

22. - All of them are able to use proper opening and closing greetings. - According to our results, CSO’s usage of proper addressing, speed and clarity of speech was rated good. - 2 of our CSO are not well-prepared, this implies that they lack of product knowledge. This would show bad on our company. - 76.67% of CSO are not convincing, most of the customers don’t believe and had doubts on our company’s legal rights. This implies that our company lack publicity. - 70% of CSO was able to up sell, this implies that our CSO was patient and sincere to follow up the customers.

24. 23% unable to address the customer Unable to speak at proper speed Not all complaints dealt end up with satisfied customers Not convincing Unable to upsell

25. Proper Opening and Closing Greetings Agents able to speak clearly Able to handle complaints in 1 call Attentive call agents Well-prepared Able to achieve good overall performance

26. Set rules  All call agents must greet customers. Training  Build call agent’s confidence level  Call agents must be able to upsell after trainings Employ experienced telemarketers  Help guide inexperience telemarketers

27. Importance of retaining customers How to deal with difficult scenarios Make dissatisfied customers turn happy and satisfied Proper telecommunication skills Ability to control emotions