Presentation: Improve Support Services & Maintain Standards at Wombat

This presentation outlines a plan for Wombat, a phone company, to improve its customer support services and maintain high standards. It emphasizes the importance of customer satisfaction and suggests focusing on training programs to enhance service quality. Key elements for improvement include better communication with customers through well-planned scripts and training, enhancing product knowledge among help desk agents to provide accurate information, and optimizing operating hours by reducing call handling time through clear and concise communication. The presentation recommends activities such as speech exercises for employees to improve communication skills and sessions to reduce unnecessary time wastage during customer interactions.

I M P R O V E S U P P O R T S E R V I C E S A N D
M A I N T A I N S T A N D A R D S B Y O U T L I N I N G A
P L A N O N I M P R O V I N G / M A I N TA I N I N G
L E V E L O F E X P E R T I S E O R S U P P O R T
S TA N D A R D S .
Managing quality customer
services

Quality customer services
Customer satisfaction is necessary for the
success of the company.
Wombat is the phone company and it has
been seen that the condition of the company
move from bad to worse.
To improve the quality of customer services,
Wombat need to focus on the program of
training.

Outline of improving support services
and maintain standards.
There are some elements which can be
helpful to improve the condition of the
support services.
Better communication with customer plans
Product knowledge
Operating hours

Better communication with customer
plans
Make a plan for communication involving
script from greetings to the end of script.
Training of communication such as way of
talking and improving the grammar skills.
Communication can be more effective when
agent of customer knows about the product
efficiently.
Conduct the activity in which employees of
the company should be allowed to speech for
1 or 2 minutes.

Communication plan

Product knowledge
To make a better relationship with customers,
I would recommend to give proper training
about the product knowledge so that help
desk agent could not give irrelevant
information to the client.
Proper knowledge about the product is
helpful to enhance the confidence of the help
desk agent which makes better
communication as well.

Operating hours
Operating hours in the context of help desk
are the time of handling the customers.
Unnecessary wastage of time may be the
cause of escalations.
Training and session should be conducted to
reduce the time of operating hours during
call.
Wombat phone increase its efficiency by
reducing the operating hour.
Clear communication in concise manner are
the reason of reducing the operating hours.