Excellence in Customer Experience PDF

A guide to enhance the overall customer experience DAY - 1 Objective: Boost confidence on calls, Smooth onboarding processes, follow-ups, ownership, and handling objections assertively Why Customer Experience ? To understand the Importance of your role and Customers...

A guide to enhance the overall customer experience DAY - 1 Objective: Boost confidence on calls, Smooth onboarding processes, follow-ups, ownership, and handling objections assertively Why Customer Experience ? To understand the Importance of your role and Customers Experience Onboarding Process Opportunity in setting customer expectations and building trust Call Calibration – Process Adherence To identifying potential areas for improvement Difficult Communication How to handle objections effectively Communication Skills – Verbal / Non - Call and email etiquette, Usage of soft phrases Verbal Handling Customer Complaints & Techniques for Effective Complaint Résolution Feedback Why Customer Experience is Important ? Ranks #5 towards Indian Fastest Growing Vertical. GDP contribution Major Contributor of LTV contributes 15% to the GDP You play the pivot role here Market size of $1 trillion by 2030 The most demanding trend Great Opportunity to make The most desired subject is is persuasive skill lot of money financial knowledge Opportunities to interact Options for fastest career with bankers & other advancement Stakeholders The Begining of the Customer Experience  6 ESSENTIALS Validate Build Rapport Set Right ✓ Transparency Expectations ✓ Educate ✓ Build Rapport / Relationship ✓ Quick Response / Follow-Up ✓ Keep up the Promise ✓ Checklist Adherence Appeals to logic and reason Establishes credibility and Evokes emotions to connect through facts and evidence. trustworthiness of the with the audience on a speaker. personal level  Transparently explain the Showcase certifications, Set Right expectations and estimate process and reviews, and testimonials to emphasize your action provide a detailed establish trust and towards urgency in a timely breakdown of the costs credibility service you can inquire about the Here is What I Know specific aspects of the relative's Here is What I have done option that they found Here is What is Next appealing and convince  Observe the Primary Drive your Conversation Master the art by consistent Motivators of the Customer towards those Motivators practice with various (Rewards or Risk) combinations Money, Security, Being Liked, Status / Prestige / Power / Influence / Popularity, Personal Growth, Easy access / Comfort etc Group discussion to identify what went well and what could have been improved. Observe and highlight the frequent errors such as lack of empathy, incorrect information, and poor communication skills Customer not Ok with interest rate? He prefers a competing bank/relationship with another bank Cx not ok with charges as sales has promised something else , why he should trust NoBroker ? Customer will not go for loan services as he is not happy with legal services ? Customer has trust issues about misuse of his personal information even if it is internal team ? Customer says ‘No’ as the bank he prefers is unavailable in our partner bank list Any Questions ?  A guide to enhance the overall customer experience DAY - 2 Basic Guidelines of Professional Calls How to develop Call Etiquette ? Mandatory Behaviour to be followed on Calls  Body Voice and Positive No chewing, Rapport Confidence Don’t Show Let Posture Energy State of during call Building is Key What You customer Mind Don’t Know Hang up the call First Call etiquettes refers to the manners during communication on call. It highlights the way you represent your business and yourself  Call-Back the Follow Mute Do not Avoid Dead Answer Call Customer on Probe & Offer Further and Hold Interrupt or Air, Fillers Immediately time as Paraphrase Assistance Procedure Argue and Jargons Promised Call etiquettes refers to the manners during communication on call. It highlights the way you represent your business and yourself Basic Guidelines of Professional Emails / Chats Learn to key in correct prompts Capitalization is highly annoying. Emails with no full stops or commas However appropriate usage can are difficult to read and at time even convey the message effectively change the meaning of the text Read the email before you send When using colors, use a color that it. Reading the email through is easy to read on the background the recipient’s eyes is a must Uniform Fonts and Text style Improper grammar gives a bad can help the recipient to read impression of your company. the message clearly 1. Empathizing with the Acknowledge the customer’s customer (feel), 2. sharing concern (the cushion), then gently similar experiences of others present the reality or solution in (felt), 3. offering a positive choices. outcome or solution (found) Eg: I understand this situation is frustrating (Empathize). However, I have a couple of options for you  Appreciate for bringing the Offer a prompt response (or) Follow up to ensure they are issue to your attention. This solution to the complaint / satisfied and to show that you demonstrates that you value feedback. By addressing the care about their experience. It their feedback and are root cause, you can prevent leads to increased loyalty and committed to improving future complaints word-of-mouth referrals  Negative Statements Positive Statements I want you to Lets / We’ll work together to resolve this The small change issue that can make your Calm Down I recognise / understand. I would like to call a WOW call try and fix this issue for you, Lets work on this together That's not my / our fault Let’s see what we can do about this Until you make the payment, Once you make the payment you will you will not receive any call from receive a call from the Movement the Movement Manager. manager I dont Know I will find that out for you / I will Check that for you Thats not my job Let me find the right person who can assist you better in this case No What i can do is, I’m so sorry that you feel this way, Mr “Thank you so much for letting us xyz…” know about this, Mr.xyz…” “I’m so sorry to hear about this, Mr “As a solution,” xyz…” “I completely understand how you feel, “May I suggest that…?” Mr.xyz…” “We really do appreciate this feedback, “Thank you so much for your Mrs xyz…” patience/understanding, Mrs xyz…” “May I arrange for an update call, at a “I will action this right away for you…” time most convenient for you?” Great Appreciate I apologize Excellent Splendid Pardon me Awesome Please Kindly Good Thank you Sorry Alright Excuse me Right Fabulous Welcome Perfect Group discussion to identify what went well and what could have been improved. Observe and highlight the frequent errors such as lack of empathy, incorrect information, and poor communication skills  Be Polite and considerate Be Clear & Confident Actively Listen to the Concern Convey your needs & Timely Follow Understand Banker’s perspective You need to provide a neutral description with facts that you know your audience will agree on The complication is a desired change of the current situation The question that implicitly results from the complication Any Questions ?