Prepare for Work in a Customer Engagement Environment #1

DISCOVER how to relate your own role to customer engagement operations.

UNDERSTAND how to reflect on personal performance.

LEARN how to maintain a professional approach to employment.

DISCOVER how to participate in a workplace team.

GAIN skills and knowledge required for this unit.

For the purpose of this presentation: 1.1 equals (=) Question 1 on your Assessment Task

1.2 equals (=) Question 2 on your Assessment Task

And so on (etc...)

**The next slide is important for Assessment Task One, Question 1!!**

Customer support

Data collection

Information services

Marketing

Sales

Service Provision

Combination of all of the above.

Collecting Customer Data

Providing great customer service and engagement

Understanding customer requirements.

Cross-selling to customers

Up-selling to customers

Providing product/service knowledge

There are two general ways we can describe roles in an organisation

Backstage and Front End

BACKSTAGE can be described as the roles withing an organisation that may not necessarily come into contact with customers.

FRONT END staff are those who have regular contact with customers.

Dealing with customer complaints in an efficient manner

Receiving inbound calls from customers

Understanding what information is being requested and provide correct answers

Using a Call Tracking System (CTS) or Customer Relationship Management (CRM) system

Smile and make eye contact

Have a good telephone manner

Use positive, open body language

Speak clearly

Be patient

Keep calm if the customer becomes hostile and abusive