1. 1 Session 4  Attendance  Discuss the ADA and Customers with Disabilities / (dis)Abilities  Chapters 4 & 5  One Minute Paper #4  Assignment #4  Review for Midterm

2. 2 Session 4: The ADA of 1990 & the ADAAA of 2008  Today is a historically important day!  The ADA stands for the Americans with Disabilities Act.  The ADAA stands for the ADA Amendments Act.  “The term "disability" means, with respect to an individual (A) a physical or mental impairment that substantially limits one or more of the major life activities of such individual; (B) a record of such an impairment; or (C) being regarded as having such impairment.”  The term "qualified individual --with a disability--" means an individual --with a disability-- who, with or without reasonable accommodation, can perform the essential functions of the employment position that such individual holds or desires.

3. 3 Session 4: Assisting Customers with Disabilities  View the customer first – limitation is secondary  Disabilities may be temporary or permanent  Disabilities may be hidden or visible  Types of disabilities include but are not limited to: AD/HD or ADD Asperger’s/High Functioning Autism Autism Spectrum Disorder Deafness or Hard of Hearing Learning Disabilities Medical Impairments Physical Impairments Psychological Disorders Speech and Language Impairment Traumatic Brain Injuries (TBI) Visual Impairments

4. 4 Session 4: Assisting Customers with Disabilities Avoid language that can be insulting or inaccurate:  “Wheelchair bound”  Retarded  Hearing impaired  Dumb and mute Myths:  Deaf people can’t speak  People with autism aren’t very bright  People who use wheelchairs can’t use their legs Reality: Many people who experience disabilities wouldn’t want to change themselves. Some do not see themselves as having a disability; it is just a different way of life.

5. 5 Session 4: Assisting Customers with Disabilities Tips  If you see a customer struggling, ask before acting.  When you expect to interact for a long time with a customer who uses a wheelchair, interact at eye level. This may mean going to a place where you can sit or just bend your knees.  If a customer uses a guide/hearing/service dog, do not pet or interact with the dog without asking for permission. Don’t be offended if the customer says you may not pet or interact. Remember the dog needs to work and not be distracted. For more information on service dogs, visit here.here  Simulation of TTY http://www.nebraskarelay.com/ and VRS http://www.sorensonvrs.com/svrshttp://www.nebraskarelay.com/ http://www.sorensonvrs.com/svrs  Ask about homework  http://www.ada.gov/pubs/ada.htm http://www.ada.gov/pubs/ada.htm

6. 6 Session 4: Ch 4 Call-center representatives are the company to the customer because they are the only employees your customers have contact with. --Richard Gerson, Gerson Goodson, Inc.

7. 7 Session 4: Ch 4 Frustrations of Unresponsive Telephone Use – “Electronic Maze”  Number of times the phone rings  Recorded messages  How many buttons do you have to push?  How long does it take to speak with a “live” person?

8. 8 Session 4: Ch 4 Call Centers Benefits  Cannot survive without a phone because it is often the first contact with the company by phone  “The next best thing to being there” in person Drawbacks  Many people have never learned the basics of telephone courtesy and effectiveness  People cannot see the person they are dealing with – lack of visual cues

9. 9 Session 4: Ch 4 Customer conclusions about the company are based on the experience of:  Timing  Tone of voice  Word choice  Interruptions Think about making a first impression!

10. 10 Session 4: Ch 4 Action Tips Identifying Telephone Use Attitudes 1. Check your phone attitudes (phone shy?) 2. Contact your own company How does it compare to competitors? 3. Avoid unnecessary call screening Gatekeepers 4. Answer with professionalism Identify yourself when calling, too! 5. Answer promptly and be prepared to handle calls 2 rings or less Positive “hold” message – or music Use a call log and record names – spelling! – and contact info

11. 11 5. Use courtesy titles Mr. or Ms. 6. Thank people for calling 7. Smile 8. Be sure the conversation is finished before you hang up If you’re the receiver of the call, then wait to hear the other person hang up. 9. Handle the upset caller with tact and skill See steps 1 & 2 Session 4: Ch 4 Action Tips Identifying Telephone Use Attitudes Tell me if I’m smiling. I can’t tell…

12. 12 Session Four: Ch 4 Action Tips on Expressing Yourself on the Phone 10. Keep your conversation tactful and businesslike Look at examples in the book 11. Speak clearly and distinctly 12. Speak naturally and comfortably Avoid sounding monotone – use voice pitch 13. Do not allow “dead air” to happen Tell the caller what you are going to do if you have to put on hold and why Pick up every 15-20 seconds to touch base with the caller 14. Keep callers on track focus on reason for the call

13. 13 Session Four: Ch 4 Action Tips for Efficient Use of the Phone 15. When calling others, ask: “Is this a convenient time to talk?” 16. Take messages cheerfully and accurately  Full name and spelling  Organization of the caller  Full telephone number  Reason for the call  Say “Thank you”  Note the time and date 17. Make your greeting message efficient 18. Learn to use your phone’s features 19. Plan your outgoing calls for efficiency  Purpose of call  A list of the info you to get or give 20. Don’t let the telephone interrupt an important live conversation

14. 14 A Final Thought…………. More and more customers are using electronic media to access businesses. Web and email usage is increasingly important to modern organizations. Session Four: Ch 4

15. 15 Session 4: Chapter 5 Use Friendly Web Sites and Electronic Communication: Customer Service in an Online Environment

16. 16 The Internet is a vehicle to provide customer service and ↓ marketing costs ↑ exposure and sales Session 4: Chapter 5

17. 17 Session 4: Chapter 5 Self-serve common answers  Customers take care of themselves with knowledge bases that have answers to frequently asked questions (FAQs).  Some less sophisticated websites make it difficult to locate answers  More sophisticated websites allow searches for key words or key phrases

18. 18 Session 4: Chapter 5 The Web/Internet is good for pre-sale and post- sale customer service.  Websites  Web chat  Blogs  E-Mail  Instant Messages (IM)  Texts

19. 19 Session 4: Chapter 5 – Disadvantages of Web-based E-Service The Internet is a moving target Hardware life cycle ~ 5 years Software updates Minor updates every few months Major updates every 18 months

20. 20 Session 4: Chapter 5 – Action Tips for Avoiding E-Service Problems 1. Be there and Be Quick  No inaccessible or slow sites  Quick loading time from webpage to webpage  Have a back up server called a redundant server 2. Make Site Navigation Simple 3. Respond Quickly  Use automatic responses so the customer knows the inquiry was received  Refresh screens within 2-3 seconds 4. Provide Communication Alternatives 5. Pay Attention to Form and Function

21. 21 Session 4: Chapter 5 – Example of Automated Response

22. 22 Session 4: Chapter 5 – Action Tips for Evaluating & Growing E-Service Effectiveness 6. Track Customer Traffic  Click path  Counter 7. Benchmark Service Levels 8. Teach Your Site to Learn  Automatically updates company's knowledge base with new content 9. Build and Ongoing E-Relationship  Give customers an opportunity to receive email notifications  Avoid spamming 10. End High for Better Loyalty  Showing competence  Expressing caring  Providing comfort

23. 23 Session 4  Return OMP #3  One Minute Paper #4  Assignment #4  Read Chapters 6 & 7  Review for Midterm  For additional study resources, go to www.prenhall.com/timm www.prenhall.com/timm  Do not hesitate to contact me if you have questions.

24. 24 Session 4  Review for Midterm