Ch 11 Technology And Customer Service

Today’s changing marketplace

___________: is increasingly a custoner’s first attempt to gain info about a product or how to use it is by way of Google or other search engine (Google is not reliable for symptoms)…

Social media

_______: allows electronic communication by consumers to share ideas, info, opinions and personal messages, (experiences with service or products)…

When using social media to interact with customers

“Express appreciation to customers fpr referrals” when using _______…

When using social media to interact with customers

“Share info, not a heavy sales pitch” when using _______…

When using social media to interact with customers

“Use status updates to remind customers of deadlines, events, and opportunities” (pharmacies offering vaccines on fb) when using ________…

When using social media to interact with customers

“Link to other resources” when using ________…

When using social media to interact with customers

“Share what is trending in ur market” (did u know) when using _______…

Availability

Today's customers expectations ________: services designed to meet the customers schedule (don’t make them wait)…

Accessibility

Today’s customers expect _________: when the customer needs to talk, the provider can be reached…

Accountability

Today’s customers expect _________: customers prefer quick and accurate answers to service questions (not hang on a minute)…

Is a step for introducing new technologies

“Prepare ur staff” is a step for _________…

Is a step for introducing new technologies

“Train supervisors and team leaders first and get them to buy in” is a step for ______…

Is a step for introducing new technologies

“Develop a group of “change champions”” is a step for _______…

Is a step for introducing new technologies

“Sell ur vision” is a step for _______…

Is a step for introducing new technologies

“Praise successful use of the new technology” is a step for ______…

Is a step for introducing new technologies

“Resist the temptation to complain” is a step for ______…

Is a step for introducing new technologies

“Celebrate small successes” is a step for _______…

Is a step for introducing new technologies

“Avoid the “shelf ware syndrome”” is a step for _________…

Teleselling

_________: selling products, services, or info via telephone…

Inbound calls

________: calls that originate with the customer and may include catalog ordering, billing questions, technical support, product use, or other info (looking for refill or insurance stuff, calling into ur pharmacy)…

Outbound calls

_________: calls that originate from the call center to the customer and are usually intended to sell products or devices, conduct market research, or respond to customer inquiries (pharmacy calling a patient)…

Automatic call distribution

________: when calls are routed to the next available service provider (put on hold please wait for next available provider)…

“Call me” web browser

_________: allows customers linked with a company's internet site to be referred to a call center representative who then calls the customer to respond to the customer request (talk to someone on a site then linked to talk to someone on the phone about it)…

Automatic number identification

_________: allows the call recipient to identify the incoming number and caller, additional background or historical info may be displayed on the recipient’s computer screen to enable him or her to better serve the customer…

Some web based services

Online bill paying, buying and selling of goods and services and online tutorials are some _________…

Some web based services

Webinars, technical assistance and e-mail are some __________…