1. Cervion Systems Customer Service Customer Service Overview

2. Customer Service What is Customer Service? – The assistance and advice provided by a company to those people who buy or use its products or services. This service is provided to those before, during and after a purchase.

3. Great Customer Service Going the Extra Step… What does this do for us when we provide our customers with Great Customer Service? – 81% Tell their friends and family about it. – 45% broadcast experiences on social media. – 35% write about experiences on review sites. – 52% will continue to do business with your company. – 24% will choose your company over competitors for up to 2 years.

4. What are the Top Skills needed to provide Great Customer Service? Be a Great Listener! Outstanding and Clear Communication Skills Keep Calm and Have Patience Keep Your Promises! Confirm that the customer is happy with the solution Become an Expert and know your product! Good Body Language (Both in person and on phone) Be Confident Handle Surprises Well Know your organization.

5. Customer Service Facts and Stats A typical business will only hear from around 4% of unsatisfied customers. On average, a loyal customer is worth up to 10 times as much as their first purchase. It takes 12 positive experiences to make up for 1 unresolved negative experience. News of bad customer service reaches more than twice as many ears as praise for good service experiences. 3 out of 5 Americans (59%) would try a new brand or company for a better service experience. 75% of Customers believe that it takes too long to reach an agent. 80% of companies believe that they deliver Superior Customer Service. 8% of people think that these same companies deliver Superior Customer Service. FYI…Facts and Stats were provided by American Express, Forbes Magazine and White House Office of Consumer Affairs.

6. Help Desk Readiness Always have a notepad in front of you! Confirm that your computer is on and that the following applications are running: – Tigerpaw – Outlook – Logmein – Cervion Knowledge Base – Cervion Test PCs should be running with the latest version loaded

7. Telephone Techniques Smile. It can alter your voice. Sit up and take a deep breath. It is relaxing and will take the tension out of your voice. Be conscious of all background noise. Respond as quickly as possible, without interrupting the customer. Speak clearly. Be courteous. Treat callers as you would like to be treated. Listen carefully. It is the best way to clearly understand a customer’s needs. Evaluate the urgency of the customer’s issue by asking questions. Find out the implications. Do not draw a conclusion until all of the information has been presented. If you believe that additional time is needed to research the issue, discuss options with the customer. ·Once the issue is resolved, be certain that the customer is satisfied with the resolution. Fully document all of the details in the database. If you place a call on Hold, thank the caller when you pick the call up.

8. How to Take a Help Desk Call At the start of a call, be prepared to give the call you full attention and make notes. Greeting: Good Morning, Cervion Support. May I have your business name? If the caller provides more than the business name, be prepared to take notes so you do not have to ask for the information later. If the customer rambles right into a problem description, make a brief note and respond “I’ll be happy to help you with that, may I have your business name so I can open a service order?” Find the account in Tiger and use CTL-I to create a new service order. Read any pop-ups that appear. Name Request: May I have your name please? Find the name in the contact list; if name is not present add first and last. If a new name, or no e-mail present, ask for e-mail address. Once the Service Order is open with the correct contact information, the next step is to enter the detail information (skip the brief description). Go to the Work Performed side, add date & name, and start comments with the customer name (ie: John reports …) At this point, request further details from customer on the issue they are having and start to diagnose the issue.

9. Q&A ?