Customer_relationship_officer and what is all about

Customer care profile

1. Customer Relationship Officer By, R.Menaka, AOLSC, CRO

2. Contents Introduction What is ECE ? Call hold and Call Transfer Important for customer service Our mission and our vision Basics of rapport building Dynamics of learning organization Roles and Responsibilities Technology Case studies Language, productivity and sounds of efficiency

3. Introduction Customer relationship officer (CRO) is a person, who builds a strong relationship. Identifies customer needs and provide end-to-end product/process knowledge. Ensure proper steps to be taken to resolve customer/donor issues. Provides instant feedback to the TL/HOD. Accomplishing the given task and maintains daily sales and database sheet, on time.

4. What is ECE ? ECE (Excellent customer experience) The equation for ECE is, Skills for care + skills for Service + Skills for rapport building -> Excellent Customer Experience

5. Skill for care Patience Listening. Communication skill. Knowledge about the process/product. Positive attitude in call. Skill to manage the donor/customer ( Situation under control). Time management. Calm and presentable mind set in call. Closing call. Call Tips: Ask questions what the customer/donor never expects, but match for the call. After introduction; before asking for time, ask the donor how are you to built a connectivity with the donor/customer

6. Skills for service, Use the time skillfully. Query resolution, on time. Thorough knowledge about process/product. No repetition of words. Way of convincing the donor/customer. No break-up in between the calls. Real-time feel about the product/process, on call. Call tips If the donor is telling contributing for other products, thank the donor.

7. Skills for rapport building with the customer/donor Be specific Be polite Be positive Be professional Be honest Rapport Ask and use their name Actively listener Ask questions Show empathy Find common ground Follow the lead Be genuine Rapport building with the customer

8. Call Hold and Call Transfer Park call -> Call on hold Park customer dial -> Transfer call to concern executive with proper intimation. Hang up transfer line Leave 3-way call -> Transfer the call and disconnect from them leaving the ‘C’ officer to talk with the executive A B C Equation for call transfer Opening -> Briefing-> Connecting -> Closing

9. Importance for customer service 4 P’s: Promptness (Delay and cancellation of call should be avoided) Politeness (Acknowledge and assurance) Professionalism (Starts from the moment you entering the organization) Personalization (Rapport building with the customer) 4 Strong Moral values: Honesty (Real information) Respectful Ethics Integrity (Respect and Protect each other) Thumb rule for excellent customer service, Customer is always right. See from customer’s perception. Be ethical than impulsive. Adhere with good phone etique. Avoid negative statements.

10. Call listen Which query can be handled first Sure about the process Prioritize Answer without breaks Confidence

11. Our vision Our mission Connector to the devotee. Volunteer to the teachers. Technology enabler to the volunteer. Analyst/pro active stability, visibility, decision making for gurudev’s vision.

12. Dynamics of learning organization Response + Ability -> Responsibility Behavior on the call Tone of the call L&D which have attributes of your, Domain knowledge (Area of expertise) Process expert (Own process knowledge) Communication (Language skill verbal and nonverbal) Organizational knowledge (Which organization we belongs to, process employees, benefits, etc Behavior and attitude (Knowledge and wisdom giving 100%)

13. 4 area of expertise Voice modulation Practice Sa Re Ga Ma Pa Da Ne Sa Speed, space, tone and sound. Confidence. Energy Communication skills Call Tips: Don’t use any doubtful words like I think, might be etc. Matters to be taken in account while making calls to the customer , Sweet Humble Polite Space Sound Words Tone

14. To improvise your communication , Self effort Tongue twisters Gayathri mantra Practice annotations Vocabulary Modulation Communication What goes around will comes around Friction have to be handled Inter-personal Personal and internal Call Tips: Don’t give your decision to the customer/donor, instead you can provide choices or option let them choose from that. Smart delivery of the information Sense of responsibility

15. Technology Officers on technology aspect, interacts and gives the data. Importance of accuracy of data Effective delivery of data Planning ahead Ex Call back, conversations, planning before the call. Determine the goals Ex Data accuracy Helps to rectify any short coming Business decisions are based on data. Impact of bad data Loosing customers Damaged repetition Decreased revenue Duplicate data -> Inappropriate data -> Missing data -> Incorrect data

16. Where do we enter data , VICI dial Salesforce or any CRM/SAP Google sheet Examples for VICI dial Misplaced data Inappropriate data Data Integrity Trust factor on the data Ex: In place of city or state repeatedly entering number or name

17. Types of communication Listening – To know that the donor understood Listening – To know ourselves Lots of error can be avoided Case studies: Form a group and play the role of customer, transferor and transferee and replace to role to the next person and finalize

18. Language, productivity and sounds of efficiency What am I doing ? Why am I doing? How much do I have to do ? Case studies Imagine, if you are a team leader and have to show 1500 prospects in 10 days What are all the strategic plans you will proceed with No of efficient works * Time -> Increase productivity with appropriate data Imagine, how many days required to complete call script training

19. From the organizational head’s aspect regards officers they must have , Good technical knowledge Perfect call center script Steps for a good call flow with the customer is, Greet your caller Say the name of the organization and name Let the customer knows that they called right person Make good interaction with the customer Listen Pay attention Take notes Empathy Be considerate Remember to be patient Consult your call center procedures Follow the company procedures to fix the issue Empower the officer to do what it takes it to help the customer Update the procedure as needed

20. Explain to the customer how you can resolve this issue Thank the donor/customer In general , How much input given to you -> the result is the output Sound of efficiency Sharing right information Average handling time (AHT) Average talk time (ATT) After call wait (ACW) AHT = ATT + ACW Total no of calls Dead time -> Call ended but you didn’t hang up the call Industrial standards

21. ATT Wait time + Talk Time Customer time + Hold time + Dead time + ACW Disposition time + Pause code Total no of calls ACW = Dispo time + Form filling AHT =

22. Human Resoures (HR) Mediate and resolve the issues of co-workers. The work of the human resource, Process compliance Quality recruitment Salary Goal oriented performances based on, Integrity Growing Celebrating Respectfulness open channel of communication Productive Transparency Happy