Based on your recent experience in the role of customer service representative (phone or emai) what 3 principles/beliefs do you believe where reinforced by this exercise.
Example: I experienced that many callers used the words "ya" and "um" while speaking. You should be conscientious of using full sentences and avoiding slang.
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21 comments:
I did the email version of the assignment. The three principles/beliefs I believd where reinforced by this excercise where:
- Read the email very carefully! I did really bad on this assignment because I didnt read the question I was being asked properly. Also proofread your reply.
-Respond within a reasonable time. Make sure they are not waiting for an overly long period for potentialy important information, especially if that is your job.
-Help the people out. Give them quality information and tell them what they want to know, and maybe a bit extra, although you dont want to be too long winded.
Jay Chandler
I chose to do the email version of over the phone option. The three things that I found to be very important were:
Give correcnt info - Take some time to make sure you are giving them correct and relevent information. If you are not completely sure then take the time to double check it. I was not completely sure about the ski school so I used the Glen Eden website to make sure I was responding with relevant info.
Make sure you understand the question - Although mine was a fairly straight forward question there is potential to give your resort a bad name here. If the person is enquiring about school rates. Make sure that is what you give them. There is no point in giving wrong info. The person is just going to become frusterated and go somewhere else.
Respond quickly - Try to respond to the email as soon as possible. I kept putting it off and soon realised that I was almost out of time. If the person is interested in more than one resort they are likely to follow up with the one who replies to them quickest.
I did the Phone part of the assignment and there were three things that were reinforced;
1- Make sure to always greet and send the customer off with a good farewell, this makes you look more professional
2- Know what you are talking about and if you do not go ask someone else who actually knows rather then guessing, Being honest is more important
3- Do not keep the customer waiting, you will waste their time and the faster you are the more satisfied the customer will be
For this assignment I to do it over the phone. The three things that were reinforced where:
1) Make sure to greet the customer and send out the customer in a very polite manner, it well just set a positive tone.
2) Make sure to sound happy on phone also make sure you have lots of confidence well talking to the customer.
3) If you do not know the answer the tell the customer the truth, offer to call back with the information or give them someone who knows to talk to. Never lie.
Corbin Stone
I chose to do the over the phone assignemnt, threee things i could do to better my performance would be:
a) try not to have long awkward pauses when i am unsure of what the customer is asking
b) Give the customer the proper answer with a good description of what i am meaning, maybe even give them more information then they need
c) Always remember to greet the customer when i pick up the phone and send them off with a good fairwell such as: "thank you very much for calling pine ridge, hope to see you soon!"
Justin Philp
I did the phone version of the assignment,
1. When answering the phone greet the customer with the name of the resort and the department thats answering. I answered the phone with just a "hello" which leaves the customer having to ask if they've called the right place
2. Know the information. For the most part I knew everything available having worked at the resort before but I was slow to give prices because I didn't have them up right away. If you don't know the information have it infront of you to be fast and percise.
3. Sound like you're happy to be talking to the customer. I like talking to people so sounding happy wasn't a problem. I feel if you're happy to be speaking with them they'll be happy to do business in a friendly environment.
Matt Wagg
I chose to do this assignment over the phone. Three principles/beliefs that were re inforced through doing the assignment are as listed:
1. Be sure to understand what the customer wants or is asking about, if you arnt sure ask to clarify.
2. I was asked about rentals, this was a potential chance to up grade the sale and ask if the customer would be interested in lessons.
3. Speek up when your on the phone, i realized my voice is very dull, i am not a loud speaker and when talking over the phone it can make it hard for the customer to hear.
Mike Van Zeyl
I did the Phone version of the assignment and the 3 Principles/ Beleifs I felt were reinforced in this assingment are.
1. Proper Vocabulary/Tone/Demenor - I felt that I could have done a better job actually speaking to the customer, being more confident would have helped this. Although it was shown as an example; when I am unsure about a question I usually Um and Ah.
2. Being Knowledgable - It's hard to be confident when you talk to a customer if you are unsure of the answer to their question. I think it's important to take the time to find out the proper answer rather then give the customer an un-sure answer. Not only will it avoid customer disatisfaction but you will learn the answer for next time.
3. Pushing for Upgrades - When I was asked about ticket prices I found the best deal but I realized at the end I should have pushed more sales. By offering packages the resort obviously makes more money but the customers are able to experience more on their vacation.
Matt Dussault
I did the email version of the assingment. The 3 principles/belifs that i felt were reinforced by this assignment are:
1- Making sure to answer back in a timely fashion. I was able to respond twice in one day to get all the desired info across in less than 24 hours.
2- Making sure that your response is professional but courtious. Using a "hello" and "look forward to hearing from you" can make the email look more personal.
3- Dont forget to answer all questions. Giving the desired information on the first time asking shows that you are professional.
Sam Dalley
I did the e-mail part of the assignment and the three principles/ beliefs I believed were reinforced by this exercise was:
1. Greet the customer and end the conversation professionally-Making sure you greet the customer in the e-mail by saying, "Thank you for your interest in our company" and ending professionally by saying, "Thank you and hope to see you on the slopes." Opening and ending properly looks more professional to the customer.
2. Spelling and Grammar-In the e-mail you have to make sure you read it over and proof read it so there are no spelling mistakes. When a customer reads through an e-mail and there are spelling mistakes, they will think that the company is not very professional and that they do not care about the customer because they answered their question quickly without proof reading it.
3. Answer the customers questions to the fullest- Answering the customers question to the best of your ability is key. You should not just put a one-line answer; it should be answer that is in detail. This shows the customer that you took time and effort to answer their question therefore, looking very professional. Also, making sure you answer their question correctly, it is very frustrating for the customer when their question is not answered correctly and therefore it not being professional by the company by not taking time to understand the question and answer it properly.
Mike Rogers
I choose the email portion of this project. What three elements that must be reinforced and remembered each time you answer a customer email or phone call.
three elements to remember are:
- greet the customer is a friendly business like manner and remember to use professionalism.
- claify any questions the customer has by paraphrasing or just repeating what the customer said.
- and finally having a responce within a reasonable time if it is an email. delaying the responce can lower the customer loyalty or make you loose the customer all together.
I also did the email version and i think the three most important priciples used were:
1. Tell the customer that you are pleased to hear their interest in your resort.
2. When responding speak in a very profesional manner and answer all thier questions with confidence so that they have a feeling of security in knowing that you are giving them the correct information.
3. End the conversation with a thank you. Tell them where they can go to find follow-up information ie. website. Also if needed give them a means for contacting you or your resort in the future.
That should do it!
I did the e-mail part of the assignment instead of the phone side so the three principals I learned from it were:
1. Be informative- give all the facts, dont be lazy and just give the bare minimum.
2. Be professional- Make sure that you read over the e-mails sent before you send them so there are no spelling or grammar mistakes. Also provide as much contact information as possible so you can be contacted in the future.
3. quick rsponse- Dont keep people waiting on you. If they are asking a question about your resort that means they are interested in visiting. Dont let them loose interest by taking to long to respond.
- Dan Norberg
For this customer interaction assignment i recived a email regaring a question about ski school packages for a potetial customer planing a visit with a school group.
I found it important to resopnd to the email in a profesional mannor.
Be informative and give the corect information.
Let the customer know that you are avalible to answer any more questions and leave an opertunity for more disscusion.Kind of draw the customer in to talking to you again.
Brent Nancarrow
I choose to do the phone interview and here's what I learned from it.
1. Don't panic. If you don't know what the anwser is, take the time to find it. The customer won't care as long as you are working for them.
2. Try not to "yah" and "um" through out the conversation. It sounds horrible.
3. Make sure you speak clearly and slowly so the customer understands. That saves both of you time because you're not repeating yourself.
For this assignment I did it by eail. The three principles/beliefs that I feel were reinforced were:
1) Respond in a timely manor. It is really important to reposnd to a person quickly so that they feel appreciated and so that they can plan their trip or get the info that they need to make a decission.
2)Be a good CSR and answer in detail their questions.
3)Make sure you are giving the right information. I went to the website to make sure that the information that I gave was correct.
Scott Saunders
i did the e mail assignment.
the rules should be to ensure that you read the question properly and supply the rite amount of information, mor info is better than less, that way the customer is not confused or has to re ask the same question.
make sure the customer is happy and give them a contact phone number incase they feel the need to speak to a person rather than just e mail. some things can be speed up just by a simple phone call if it convienient , also when booking appointments some people would rather book by phone than e mail.
keep the customer happy, if they feel that they have a different circumstance that your company should cator to , then see what you can to do so. dont break the rules but do your best to keep this person as a future customer and hopefully they will refer others to your business
i did the e mail assignment.
the rules should be to ensure that you read the question properly and supply the rite amount of information, mor info is better than less, that way the customer is not confused or has to re ask the same question.
make sure the customer is happy and give them a contact phone number incase they feel the need to speak to a person rather than just e mail. some things can be speed up just by a simple phone call if it convienient , also when booking appointments some people would rather book by phone than e mail.
keep the customer happy, if they feel that they have a different circumstance that your company should cator to , then see what you can to do so. dont break the rules but do your best to keep this person as a future customer and hopefully they will refer others to your business
sorry for the re-post, forgot to put my name...
Mike COlbourn
I did the email assignment and found that responding in a timely fashion was one of the princliples/beleifs. When a customer sends an email in they expect a prompt message back to show that they are important. Another pronciple/beleif is that you should anwser every question, and even add some stuff in that the customer might have forgotten about. One last princlple/beleif is that you should greet the customer professionally, by saying hello not hey or Hi. Also if you have the name of the customer greet them by their first name to show that they are important.
Jeff Konoby
I choose to pick the phone verson of the assighment. I find it is easy to talk to people over the phone rather then put my thoughts in to words in a e-mail.
1. When I started the phone conversation, I made sure that I greeted the customer in a polite manner, then continued by introducing the resort I was working at plus my name. By doing that, you are making the customer feel welcomed.
2. The next important part in working at a customer service desk after anwsering the phone, You need to find out why the caller is calling. Knowing the resort information is really important. Being a lifty and a validator I didn't no a whole lot of the back round info, so I had to do my homework before the call. It is a good idea to have the pricing and extra activities lists right in front of you so you can help the future customer as fast as possible but still meeting all there needs.
3. It is very important to have a good clear voice. If you talk low or to fast the customer is going to get pissed because he or she has to ask the preson on the phone to repeat them selves over and over again. That might make the future customer look else where for there families vacation. Alwayas make the sustomer think you care and the phone call should good well.
I did the email version of this assignment. The three key things you must alway rememeber to do for this assignment are are as follows:
-Read the email correctly, so you know exactly what the client/potential client would like to know.
-Respond to the email ASAP! This was my mistake, I took too long to respond do to losing it within a mass amount of emails. If this happens to you, or you just forget to reply, remember to explain why the reply was delayed, and apologize. If a client has to wait for too long they will go to one of your competitors.
-When responding to the email remember to give them as much information as possible. If you are unable to give as much information as you would have liked to, just ask for a phone number/ way to contact them when that information becomes available.
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