Sharing
Session
Group Members:
Ong Xiu Xian
Ng Tse Hsiung
Loh Chiau Ru
Valerie Chen Dairong
Selene Chow Xue Ling
Hong Shi Ying
Introduction
•Definition of Service Recovery:
–A process that identifies service failures, effectively
resolves client problems, classifies their root cause(s),
and yields data that can be integrated with other
measures of performance to assess and improve the
service system.
Importance of Service Recovery
• Word of mouth for dissatisfied clients spread
5 times faster than word of mouth for satisfied
clients.
• Costs of acquiring a new client are higher
than the costs of retaining a client.
Importance of Service
Recovery
• If service recovery was not introduced to
satisfy and retain our dissatisfied clients:
– Current sales dollars would be lost
– Reputation, goodwill and trust would be lost
– Jobs would be lost (no customer, no
business, thus, retrenchment)
– Future business would be lost (loss of
customer networks)
Service Recovery Process
Client Calls
In
Lay out another
alternative
options or
solutions or
negotiate with
clients
Service
Recovery
Client
Complain
Call
End
Accept the
solution
CSO Listen and
Acknowledge the
Problem
Client’s Fault
Explain the
findings
Investigate
the problem
Our Company’s Fault
Apologize for the
problem caused
Do not accept the
solutions
Lay out the
alternative
options or
solutions for the
client
Compensate the
client or provide
upgrade to the
client
Customer Evaluation
1.
Did the CSO use proper greeting?
•
2.
Did the CSO listen attentively?
•
3.
100% Yes
Was the CSO able to provide solution or alternative
solution to the client?
•
5.
96.7% Yes
Did the CSO understand client’s complaint?
•
4.
100% Yes
100% Yes
Was the CSO able to manage the conversation?
•
100% Yes
Customer Evaluation
6.
Are you happy with the service after you have
feedback about your complaint?
•
7.
96.7% Yes
What are your suggestions for improvements?
•
•
•
•
•
Fluency
Confidence
Calmness
Speak faster
Politeness
25.0%
25.0%
16.7%
16.7%
16.7%
Areas Of Strengths and
Weaknesses
• Strength of our CSO
♠ Proper greeting is done
♠ Able to understand to client’s
complaint
♠ Able to provide alternative solutions
♠ Able to manage the conversations
Areas Of Strengths and
Weaknesses
• Weaknesses of our CSO
ℓ
ℓ
ℓ
ℓ
ℓ
ℓ
Unable to stay calm
Not confident
Communication skills
Tone of voice
Impolite
Poor listening skills
Improvements Required
• Call agents needs to improve on
∂
∂
∂
∂
Courtesy level
Speed of the speech
Fluency of their speech
Calmness when a question is asked by
the clients
∂ Product knowledge so to improve on
our confident
Lessons Learnt
• We had learnt to
۩ Stay calm when a client asked a question
۩ Tolerate with the unreasonable clients
۩ Apologize when we or our company had
made a mistake
۩ Work together as a team when one of the
team members is not able to provide an
answer to the clients.
۩ Handle difficult clients and able to
change into a satisfied clients
Objective
The objectives of call review exercise is to check
on the CSO consistency and also let us hear it by
ourselves and know where we have went wrong
during the inbound or outbound calls. Then from
these, we will learn from our mistakes and will not
do it again or coaching and retraining can be
done.
Analysis on Evaluation
Results
• 83% of our CSO listened attentively to the clients
• 87% of our CSO had good product knowledge
– Good product knowledge helps CSO gain confidence
• All our CSO were able to provide alternative solutions
• Most CSO were able to speak using average volume of speech
• Most CSO were able to speak smoothly
Analysis on Evaluation Form
• All our CSO:
– stated their purpose of calling
– asked for permission before continuing
– explain the services clearly to the clients
• Most CSO had spoken with average speed of speech
• All our CSO showed politeness to the clients
Areas of Strengths and
Weaknesses
• Strength of CSO
۞Sounds confident
۞Fluency of speech
۞Clarity of voice
۞Good tone of voice
۞Good calls handling skills
۞Able to give alternative solutions when
presented with difficult problems
Areas of Strengths and Weaknesses
• Weaknesses of our CSO
♥ Delay in responses
♥ Not confident
♥ Poor Pronunciations
♥ Speed of speech is too fast
Recommendations
• Increase the number of role plays
• More training on product to increase
the product knowledge
• More company’s activities to increase
the strong bond of the CSO, as CSO
also need good teamwork spirit
• More call review exercises should be
done to learn from our mistakes
• Incentives program to motivate CSO
Lessons Learnt
• We learnt
☺From our mistakes through the call review
exercises
☺How to evaluate own team members’
mistakes
☺To improve our proper call etiquettes