Customer Care

Rational 

   1. Purpose To inform customer care agents of a more effective way to talk with customers on the phone, so that we go from just a customer care center to an exceptional customer care. 

  2. Audience today will be new and seasoned customer care agent that are taking phone calls in the customer care center. 

  3. Significance is to show the agents that we can be more than just a call center, we can build relationships with each customer that keeps them with the bank while bringing in new customers that are calling about information. We want to show the agents that they are the front line for our company. 

Introduction

1.) Did you know that you are one of the most important aspects of our company?

2.) Studies show that if a customer feels important that they will be more likely to do business with our bank. We want to show you today that every person matters and that every question they have is as important to us as it is to them.

3.) Main Points

A. We want to show that every person matters.

B. We want to emphasize that every question the customer has is an important question.

Main Point I: We want to show that every person matters.

a.  According to Krisite Lorette (2014) Hearts Newspaper "Any successful company owner or employees can tell you that quality customer service is a cornerstone to the success of the business"

b. According  Tom Peters (2013-2014) Customer Care Training Center "70% of customers hit the road not because of price or product quality issues, but because they did not like the human side of doing business with the provider of the product or service." 

Main Point II: We want to emphasize that every question the customer has is an important question.

a. According to Derek Stockley (2014) Guests have certain expectations when they check into a five star hotel. They have different expectations when they check into a three star hotel. In both cases, they expect a certain standard of service delivered...