Contact Center

Care Center Customer Service

What is Customer Service?

Customer Service is providing quality service to customers before, during and after a purchase.

What is a customer?
 Customers are among our organizations‟ most valuable assets.
 Customers come in all shapes and sizes, complexions, gender, ages, accents, customs, and beliefs.

 Customers judge all of us by how they aretreated with each employee contact.
 Because of our Customers we all have jobs!

Our Customer Service Goal
At TracFone Wireless, our goal is to create the best customer experience by: Determining what the customer wants. Providing what the customer needs.
Exceeding the customer‟s expectations.

Doing all this with a SMILE.

Two Types of Customer Service
Internal
Internal customerservice is the service that you provide to your co-workers.(other care Centers) It‟s the cooperation, care and attention that you give them during the course of your workday.

External
External customer service is the service that you provide to your customers. It‟s the cooperation, care and attention that you give them during the course of your workday.

What is the cost of Delivering PoorService?
 One unhappy customer will tell 10 people of the
unsatisfactory customer service received.  13% of those people will each tell 20 more people. This brings the total of people hearing about the poor service to 26. The customer value of the average sale at TracFone Wireless is $500.

$ 500 customer value X 26 people = $13,000 the cost of one unhappy customer.

When a Customer NeedsService on a Product They Purchased: More business is lost due to POOR SERVICE, than is lost due to POOR PRODUCTS!

Great Customer Service All Begins with the FIRST IMPRESSION!
When you speak to a customer for the first time, how soon do you think they form an impression of you? Within the first 10 seconds! How quickly do you form a perception or feeling about that customer? Remember: The firstimpression the customer receives from our Company is the sound of YOUR voice.

First Impressions, continued
Your greeting is an invitation for our customer to enter our world, and feel part of the TracFone Wireless family. It goes without saying, first impressions are very important. In a non-business environment, they form friendships and relationships. In a business environment, firstimpressions can make or break a deal.

Since you will come into contact with all of your customers over the phone, creating that positive first impression is crucial.

Things you can do to provide a good first impression
1. Be relaxed and prepared for the call. Put aside other work and take a deep breath to relax before you answer that call.

2. Avoid annoying sounds and noises. The sounds ofthroat clearing, gum chewing, eating, pen tapping, whispering and sipping a drink is magnified on the telephone and doesn’t look good for your professional image.
3. Begin slowly and clearly. This will ensure that the customer doesn’t miss the first few words of the conversation.

4. Sit up straight and keep your head up when you speak. Bending over to write or stretching back in your chair candistort the sound of your voice.

Things you can do to provide a good first impression, continued
5. Avoid unnecessary background noises. Laughter and other background noises give a less than professional impression to the caller. 6. Treat every customer like you want to be treated. Remember how you felt when you got bad customer service.

7. Smile! Callers can hear a smile in your voice. Thisinvites for a more pleasant telephone call.

Always remember, you only get one chance to make a first impression.

Great Customer Service All Begins with ATTITUDE!
 Your ATTITUDE is the key to your success. It‟s also the key to our company‟s success!!  Your ATTITUDE affects everyone you come in contact with…in person and on the telephone.  Your ATTITUDE can be seen and it CAN BE HEARD...