Conduct Customer Engagement 3

Conduct Customer Engagement 3 Question 19

Follow the slides and answer some quiz questions. Pay attention!

Multiple Choice

What does outsourcing mean?

• Put sauce on the outside of a pie

• Deal with a customer outside

• obtain (goods or a service) by contract from an outside supplier.

• I don't know

Why do companies outsource?

• Focus on Their Core (main) Business Process

• Reduced Labor Costs and Overhead Expenses

• Control Cash Flow

• Access to New Resources

• Managed Risk

• https://beanninjas.com/blog/the-benefits-of-outsourcing-your-critical-business-process/#:~:text=By%20outsourcing%20the%20day%2Dto,working%20on%20things%20you%20enjoy.

19. Outsourcing companies typically provide:

• Serving the customers of another organisation that your organisation has an agreement with

• Taking contacts (for example, phone calls, emails, webchat) for multiple companies

• Taking overflow calls for another organisation.

• Providing customer service support such as: 1. Processing various customer needs 2. Handling catalogue sales 3. Call centre responses 4. Live chat support 5. Reservations and bookings 

Open Ended

What kinds of customer service support do outsourcing companies provide?

Customer escalation: What is it?

• A customer escalation is a scenario where a customer is not pleased with an employee interaction and wants someone at a higher level within the company to resolve the complaint.

• Escalations should be taken seriously, because this means you have an irate or agitated (angry) customer on your hands.

Poll

Is customer escalation a good thing for a business?

• Yes

• No

Multiple Choice

Why is customer escalation a bad thing?

• Because you might get in trouble with your manager

• Because it means the customer is angry and the business' reputation is in danger

• I'm not sure, I wasn't paying attention

• Yawn, I'm tired

20. The typical steps to escalate an issue and solve a problem are:

• Apologise to the customer

• Advise the customer that you do not have the authority to make that decision

• Get more information quickly and do not waste time with unnecessary procedures

• Escalate to your supervisor or manager

• Let the customer know how long it will take to get a response or resolve

• Make the customer feel satisfied that you or another staff member are finding a solution to the problem and you will find the solution soon 

Multiple Choice

How many escalation steps were on the last slide?

• 6

• 9

• 7

• 5

Open Ended

Name some of the escalation steps.