Coaching Session 1: Introduction to Customer Service

Lesson Notes

Time Stamps:

00:05  Video Introduction

00:15   Coach Introduction

01:02   Today’s Session is about

01:33  Learning Objectives

02:54  What is Customer Experience

05:03  Customer Experience Cycle

18:07  What is Customer Service?

21:08  Different Perspective of Customer Service

25:11  Customer Service Classification

  • Client Facing
  • Non-Client Facing
  1. Voice
  2. Non-voice

39:33  Funnel vs. Flywheel Model

41:49  Importance of Customer Service

50:02  Portfolio 1

 

Lesson 1 – Introduction to Customer Service 

I. What is Customer Experience?

Customer experience is the sum of all contact, from first discovering and researching a product to shopping and purchasing to using the product and following up with the brand afterwards. 

(https://www.forbes.com/sites/blakemorgan/2018/03/05/customer-experience-vs-customer-service-vs-customer-care/?sh=4b64d52d4167)

 

II. Customer Experience Cycle

 

III. What is Customer Service?

Customer Service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high-quality service and assistance before, during, and after the customer’s requirements are met. 

(https://study.com/)

 

IV. Different Perspectives of Customer Service 

  1. Retail – in-store or online store
  2. Hospitality – hotel and accommodation, cleaning, property management, travel, and tour providers 
  3. Food and Beverage – restaurants, food chains, cafes
  4. BPO/Call Center -inbound call centers, outbound call centers
  5. Services – salon and spa, legal consultation, medical appointment, financial transaction

 

V. Customer Service Classification 

1. Client Facing – face-to-face interaction with customers/clients.

Examples:

    • In-store visit
    • Dine-in and takeaway experience
    • Hotel check-in
    • Walk-in transaction/appointment

 

2. Non-Client Facing – no face-to-face interaction with customers.

(https://www.tidio.com/blog/types-of-customer-service/)

 

i. Voice 

Live Answering Services – Customers call in to get assistance (pre-purchase, during, or post-purchase)

Pros:

      • Direct type of interaction which allows better recognition of customers’ emotions
      • People talk faster than they type, which makes a telephone fast and efficient medium
      • Great channel for complex or urgent problems 
      • A telephone is a device known to all generations so even non-tech-savvy users can use it

Cons:

      • Trends change alongside the generations – young people prefer texting to calling
      • Long or unspecified hold times when all operators are busy
      • Poor network reception can prevent from making a phone call

Interactive Voice Response – (Guided) Automated responses based on frequent customer queries. Voice version of the FAQ. 

Pros:

      • Accessible any time of the day/ night or weekday
      • Fewer phone calls and email queries
      • Low cost of set-up and maintenance

Cons:

      • No individual approach
      • Requires regular maintenance to ensure the information is accurate and up-to-date
      • Needs to be skillfully written to convert the customer

 

ii. Non-Voice 

Live Chat Support – Pop up windows. Instant access to assistance, sometimes using the FAQs.

Pros:

      • One support agent can have multiple live conversations at the same time
      • When integrated with chatbots, repetitive conversations can be automated
      • Conversation history is kept by both sides for future reference

Cons:

      • Live chat prevents an accurate assessment of customers’ emotions
      • It’s faster than email but still slower than a phone conversation
      • Poor network reception can prevent from connecting to a chat agent

Email Customer Service – Email communication usually for updates, promotional offers or extended support

Pros:

      • Queries can be sent at any time of the day or night
      • You can customize your email designs and professional email signatures
      • Conversation history is kept by both sides for future reference 
      • Repetitive email queries can be automated with chatbots

Cons:

      • Reading and writing an email consumes time 
      • Email follow-ups add on top of total time spent on an individual customer 
      • Email prevents an accurate assessment of customers’ emotions

Forums & Communities – Powered by users or moderators, usually available in tech-related products.     

 

VI. Funnel VS Flywheel Model 

(https://www.hubspot.com/flywheel)

The old business model considers customers as an afterthought.

The flywheel focuses on customer experiences to fuel business growth and boosts customer retention.

 

VI. Importance of Customer Service

(https://blog.hubspot.com/service/importance-customer-service)

  • Customer retention is cheaper than customer acquisition.
  • Customer service represents your brand image, mission, and values.
  • Happy customer service employees will create happy customers.
  • Happy customers will refer others.
  • Good customer service encourages customers to remain loyal.
  • Customers are willing to pay more to companies that offer better customer service.
  • Customer service employees can offer important insights about customer experiences.
  • Customer service grows customer lifetime value.
  • Proactive customer service creates marketing opportunities. 
  • Customers expect high-quality service.
  • Businesses need omnichannel solutions.
  • Excellent customer service is a competitive advantage.

 

Portfolio

Task 1: Discuss the importance of Customer Service in your life. Record in a 2-minute audio file using Vocaroo. (https://vocaroo.com/) 

Task 2: What was your worst customer service experience as a customer? What could have been done to rectify the negative experience? Record in a 2-minute audio file using Vocaroo.

 

Portfolio submission template:

Batch # CSSS Portfolio – Lesson #

 

PORTFOLIO SUBMISSION GUIDES:

1. Video-On-Demand (VOD) Access
Submit your portfolios to courses@surgedigital.agency.
You can submit individually per coaching session or submit all required portfolios as one, in one email (attach your Google Drive).

2. VOD with Class Coaching
Send your portfolios to courses@surgedigital.agency.
Please submit individually per coaching session.

3. VOD with Mentoring
Send your portfolios to courses@surgedigital.agency.
Please submit individually per coaching session.

4. Premium Members
Submit your portfolios to courses@surgedigital.agency.
Please submit all required portfolios as one, in one email (attach your Google Drive).

 

Note: You can start watching the lessons in advance, but the submission of portfolios can only be done after joining the LIVE sessions/Orientation and during your scheduled batch only.

 

Join our Facebook group Customer Service Sales and Support Coaching by FVA for collaboration and help.

 

CONTACT US!

For Technical Issues: members@surgedigital.agency

For Submission and Certificate: courses@surgedigital.agency

For any Concerns or Questions: info@thesurgemarketplace.com