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

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

4 4 © 2012 by Robert W. Lucas The Role of Technology The Role of Technology Call centers – –Define – –High-touch customers versus low-touch customers

5 5 © 2012 by Robert W. Lucas Types of Technology Types of Technology Found in call centers – –Automated attendants – –Automatic call distribution system – –Automatic number identification

6 6 © 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

7 7 © 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

8 8 © 2012 by Robert W. Lucas Types of Technology Types of Technology Found in call centers – –Speech recognition – –Teletype systems – –Video

9 9 © 2012 by Robert W. Lucas Technology and Customer Service Technology and Customer Service Technology in customer service has: – –Advantages – –Disadvantages

10 © 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

11 © 2012 by Robert W. Lucas Strategies for High-Touch Customers Strategies for High-Touch Customers Webinars Satellite technology Telecommuting

12 © 2012 by Robert W. Lucas Technology Etiquette Technology Etiquette etiquette Fax

13 © 2012 by Robert W. Lucas Technology Etiquette Technology Etiquette The phone in customer service – –Tips for effective phone skills

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

15 © 2012 by Robert W. Lucas Technology Etiquette Technology Etiquette The phone in customer service – –Using voic – –Taking messages