Namibia Post Ltd

We Deliver More

 

 

NamPost Business School – January 2019

CALL CENTRE TRAINING   TRAINEES WORKBOOK

 

 

 

 

 

 

 

 

 

Contents

6.5.1.1. Body language is subconscious 68

6.5.1.2.    Body language is used to communicate attitude. 69

6.5.1.3.    Body language is culturally influenced. 69

6.5.1.4.    Body language can be used to communicate power 69

6.5.1.5.    Reading body language. 69

6.5.2.1. Eye Contact 70

6.5.2.2. Facial Expression. 70

6.5.2.3. Movement 70

6.5.2.4. Space. 71

6.5.2.5. Gesture. 71

6.5.2.6. Posture and Stance. 71

6.5.2.7. Dress 72

6.5.2.8. Breathing. 72

6.5.2.9. Barriers to listening. 72

 

Welcome to NamPost Courier Call Centre Training!

 

This fun, interactive, and engaging training is designed for both self-paced, individual learning and group use. This Training Manual will help you share this valuable program with groups of any size.

 

In this manual, you’ll find everything you need to run a call through real-life scenarios, group discussions, and activities such as role plays that will encourage participants to apply these lessons to their daily work activities.

 

Program Overview

The NamPost Call Centre training covers information such as definition and background of a call centre, types of calls at a call centre, roles and responsibilities of a call centre clerk and call centre supervisor, inquiries and products at NSB, customer service, communication and customer complaints. The curriculum is designed for NSB.

 

The Hands on Training is an easy and enjoyable way to teach and learn the essentials of NSB:  This NSB manual provides real-world skills and knowledge NamPost NSB staff can use.

 

This Training Manual includes:

 

•      A glossary of all the relevant terms introduced in the topic.

 

•      A lesson introduction which includes:

•      An overview.

•      Learning objectives.

 

 

 

 

 

 

 

 

 

 

 

Glossary

 

Term /Abbreviation	Definition
A Bank Account	A bank account is a safe and useful place to keep all the money
An abandoned call	An abandoned call is a call or other type of contact initiated to a call centre that is ended before any conversation occurs.
ATM	Automated Teller Machine (A specialised computer used by the bank customers to manage their money
Average handle time (AHT)	Average handle time (AHT) is a call centre metric for the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction.
Blended Call Centre	Is the call centre which handles both the inbound and outbound calls
Call logging	Call logging (also known as call recording or call monitoring) is the practice of listening to, recording and assessing interactions between call centre clerk and callers/customers
Call Recording Systems	Call Recording Systems allows the staff to monitor both inbound and outbound calls for quality control.
Communication	Is the method of sending and receiving messages through verbal or nonverbal means, writing and graphical representations and signs, signals, and behaviour.
CTI	Computer Telephony Integration
FTD	Fixed Term Deposit
GIPF	Government Pension Fund
Inbound Call Centre	Is a call centre which deals with incoming calls
SSN	Smart Switch Namibia
Trade Root	Core Banking system
Web self-service	Web self-service is a type of electronic support (e-support) that allows customers and employees to access information and perform routine tasks over the Internet, without requiring any interaction with a representative of an enterprise.
Total Calls Received	Total number of inbound calls received through the hotline for the day/week/month
Total Calls Answered	Total number of inbound calls received and answered by the CS Clerk
Total Calls Answered (Within 10 seconds)	Total number of calls answered within 10 seconds
% Total Calls Answered (Within 10 seconds) (Grade Of Service - GOS)	The percentage of incoming calls answered within 10 seconds
Total Calls Abandoned	Calls answered by the ACD system and put in queue, but hung-up or dropped-off before being answered by the CS Clerk
Total Calls Abandoned (After 10 seconds)	Total number of calls abandoned after 10 seconds
% Total Calls Abandoned (After 10 seconds) (Abandoned Call Rate - ACR)	The percentage of calls abandoned after 10 seconds
Number of calls assessment scores achieved	Call Quality measures the quality assessment scores provided to customers by CS Clerk (usually frontline). It is based on the assessment of inbound calls according to a defined set of call quality criteria.
Number of total calls assessment possible scores	Each criteria receives a score of 1 or 0 (2 or 0 for communication skills) and the total score per call is calculated as a percentage of the max score possible. The monthly country score is based on all inbound call evaluations completed in a given month.                                                                                            Exclusion:  All calls recorded on holidays and weekends are excluded from the assessment.                                                                   Note: Call types included: Enquiry, Booking (cash & account), Track & Trace, Complaint, Dispute and other call types.
Number of frontline CSA headcounts	Each CS Clerk has to be reviewed consistently on monthly basis
% Call Quality Monitoring	Percentage of Call Quality Monitoring

 

Contact Centre KPI’s

·        90% Calls Answered in <10 sec

·        <1% Calls Abandon

·        98% Call Quality Monitoring

 

 

 

 

 

 

 

 

 

                                        MODULE 1:

NAMPOST CALL CENTRE

Learning Outcomes: By the end of this module participants should be able to:

·        What is a call centre

·        Describe three types of call centres

v  Inbound

v  Outbound

v  Blended call centre

·        By the end of this module, the participants should be able to elaborate five things that can be done to run the call centre effectively and successfully

                                

1.1.       Overview and purpose of call centre

The main function of a call centre is to handle customer contacts. Thus call centre is critical in supporting the marketing and customer service functions at NamPost.

1.2.       What is a call centre?

A call centre can be defined as a section/unit/division in an organisation that handles /deals with inbound (incoming) and outbound (outgoing) communications with customers. A person who works at call centre is called a Call Centre Clerk/Agent and he/she handles incoming or outgoing customer calls for a business. A Call Centre Clerk might handle inquiries, customer complaints/claims, bookings/pick-ups, track/trace or support issues.

 A call centre can fulfil a number of business purposes including sales and marketing, lead generation, customer support, and more. This type of call centre handles calls from clients who wish to interact with Namibia Post.

 

1.3.       Main types of call centres

There are many different types of call centres namely inbound, outbound, blended, in-house, outsourced, offshore, virtual call centre but in this manual we will only discuss three types of call centres namely:

1.3.1.   Inbound call centre

 

In this call centre the NamPost Call Centre Clerk/Agent answers or receives calls from the customer(s) and potential customer(s). The inbound call centre concentrate much on First Time Resolution (FTR) customer queries related product and services. The calls are distributed to  Clerks/Agents who deal with the customer’s inquiries. This process can be automated over an interactive voice response (IVR) system.

1.3.2.   Outbound call centre

 

Here the NamPost Call Centre Clerk/Agents make calls to the customer(s) and clients with the aim of providing pro-active feedback, telephone sales (Telesales) and claims to the customers and/or conducting survey on behalf of NamPost.

1.3.3.   Blended call centre

 

This type of call centres manage both the inbound and outbound calls.  

 

1.4.       Customers’ expectations of a call centre

·        Quick response

·        Knowledgeable Clerks

·        Correct information

·        Friendly and helpful

·        Confidentiality

 

 

 

 

 

 

 

 

 

 

 

 

 

Contact Centre KPI’s

·        90% Calls Answered in <10 sec

·        <1% Calls Abandon

·        98% Call Quality Monitoring

 

Training Activity: Role play

Divide the team into two groups: Inbound and outbound team and role play the different activities happening in those two types of call centres

Check your progress 1

1.    Define what is meant by the term call centre?

__________________________________________________________________________________________________________________________________________

2.    Name and explain three types of call centres covered in this module

_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

 

3.    State the purposes of a call centre

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

 

Summary

Well done you have completed Module 1 on NamPost Call Centre. If you feel confident that you have achieved the above, you can move on to the next section where you will learn about types of inquiries.

 

 

 

 

 

 

 

 

 

MODULE 2:

ROLES AND RESPONSIBILITIES OF A CALL CENTRE CLERK AND CALL CENTRE SUPERVISOR

Learning Outcomes: By the end of this module the participants should be able to;

a)    State the duties of call centre clerk

b)   State the duties of call centre supervisor

c)    Describe the qualities of a call centre clerk

d)   Describe the qualities of a call centre supervisor

2.1. Call centre clerk’s roles and responsibilities

The call centre clerk and supervisor performs variety of duties that assist NamPost in achieving greater customer satisfaction. Some duties and responsibilities include but not limited to:

2.1.1. Customer Interface/Contact Responsiveness and Service Identification

i.)       Answer all telephone calls and electronic mail, in a polite and professional manner by following call centre “scripts” when handling different queries.

ii.)      Listen attentively to customer query/complaint, identify the nature and severity of the matter raised and decide on best manner to address the situation at hand.

iii.)      Once decided that s/he is able to deal with the matter identified thoroughly, informs the caller accordingly and proceeds to specific assistance – if this is to be referred to a specific service provider, informs the caller accordingly and then ensures connection to able service provider – maintaining ownership of problem until resolved

iv.)     Deal with all queries accurately and timeously by keeping records of all conversations in a call centre database in a comprehensible and specified way.

v.)      Monitor progression of service request and follow-up until completed and customer satisfied

2.1.2. Products and Services Information/ Guidance

i.)       Clarify product or services know-how with the customers and identify areas of lack or faulty understanding, listening attentively.

ii.)      Decides on how comprehensively the customer needs guidance and whether the agent can in fact adequately deal with the requirements (if too complex stages/escalates to a specialist)

iii.)      Explain the areas/features of the products(s)/service(s) that require explanation, ensuring that the customer is satisfied

iv.)     Assure the customer that s/he can phone back again, should s/he get stuck once again/or find other areas of non-clarity

v.)      Always check satisfaction levels before closing off the enquiry and check whether there are any others needs the customer may have

2.1.3. Query/Outstanding/ Faulty Services Resolutions

i.)       Enquire into and Identify the specific nature of fault, lack of services, lack of problem resolution, and the specific details relating to it (service provide, date/time, nature of promise).

ii.)      Listen attentively to the customer query/complaint and decide on best manner to address the situation at hand; e.g. follow-up with initially responsible person, tracking of customer details on data base, guiding customer how to resolve via system or branch interface, etc.

iii.)      Assure the customer that the solution found is the best and will in all likelihood resolve the query, while always enforcing the possibility of coming back to the agent for further assistance

iv.)     Logs the query on the systems and tracks it until resolved (where possible checks satisfaction with customer after resolution, and deals with any loose ends)

v.)      Close the query/complaint via the relevant systems processes.

2.1.4. Call Centre Customer Data Base and Reports

i) Ensure comprehensive understanding of systems requirements in terms of logging services events and their tracking

ii) Capture all required information appropriately on system

iii) Do basic systems administration tasks of checking data areas for integrity and where errors/omissions are indicated do a thorough check of all potentially implicated data fields and correct

iv) Report back to supervisor on such situations

v) Do standard and ad hic reports on behalf of requesters/supervisor

2.2. Call centre supervisor roles and responsibilities

2.2.1. Staff Supervision

 

ii) Keeps staff updated with latest development, changes and new procedures on their department and the company. Coaches and encourage staff to operate independently.

iii) Manage performance and all conflict issues.

iv) Initiates training and development opportunities so that staff is sufficiently skilled and motivated to handle work pressure and meet deadlines.

v) Floor walking daily to check up on staff.

vi) Plans leave calendar and does succession planning

vii) Manage attendance register or department.

viii) Initiates recruitment of new staff.

ix) Setting goals for performance

x) Organising workflow

xi) Call queue monitoring

2.2.2. General

i)        Qualities/skills needed by call centre clerk and supervisor to perform call centre duties

Below are some of the core skills a call centre clerk at a call centre need to be able to carry out his/her duties

·        Patience. Call centre clerks are faced with many challenges such as frustrated customer thus each clerk is expected to have the patience and allow the customers to explain their situation in full and never react negatively to an unhappy customer.

·        Timeliness. Customers need timely responses for their queries. It is expected that clerks should be fast in attending to inquiries and ready to shift to another channel if a case needs more attention.

·        Clear and effective communication. Call centre clerks need great verbal and written skills to effectively communicate with customers. The call centre clerks are expected to keep their exchanges concise and relevant and resist the urge to overdo small talk. Remember that customers value their time, so communication should be to the point.

·        Friendly/Empathy. The call clerks need to be understanding to the customers and reassure them that everything will be fine. The clerks should acknowledge concern for timeliness (quick delivery) and relevant promotional offers and this shows consideration and respect for customers.

·        Knowledge about products and services. It is important that the call centre clerks have the knowledge about the company, its products and services in order for them to be able to discuss these with the customers. It is the responsibility of training department to ensure that call clerks receive thorough training to better understand what the NamPost offers. Clerks should also be trained to use call centre technology properly to deliver service with full confidence.

·        Positive attitude. Call clerks are portraying a positive attitude and use positive language at all times no matter how upset a customer might be. By doing so it will reassure a customer and encourage sustained loyalty in the brand.

·        Attentive listening. Listening skills is one of the critical skill in this job. The call clerks are advised to listen attentively in order to understand the customer’s problem before helping the customer. Listening demonstrates respect for customer opinions and offering them the best ultimate solution to their problems.

·        Organisation. Clerks need to be able to take quick notes, access CRM systems and track recorded conversations while speaking to customers. Call centre clerks must be well organised at all times to deliver timely and excellent service.

·        Adaptability. The call centre clerks need to be adaptable to changing situations. They must be able to handle different customer demands, and be able to switch to other channels. They should be ready to go with the flow and adapt as needed is an important skill to master.

·        Willingness to go the extra mile. It is expected that call centre clerks to work extra mile to render great service and such clerks win over customers.  In addition, call centre clerks are expected show a gesture that shows real appreciation for their business. Such gestures might include  connecting to another department or channel for better service, offering a courtesy voucher for an issue, or simply asking all the right questions to give a customer a thorough, exceptional experience.

·        Detail-oriented: NamPost call centre clerks are required to listen carefully and attentively to customers and be able to pick up on small details to provide accurate responses to customers.

·        Calm under pressure: Call clerks may have to deal with hundreds of customer calls every day. They should be able to thrive calmly in stressful situations.

·        Efficient: Call centre clerks should be able to respond to customers in a timely manner and be proactive in anticipating customer needs.

·        Creative: Call centre clerks must be able to apply professional, yet unorthodox solutions to customer problems to quickly and effectively resolve issues and improve customer satisfaction.

·        Confidential: Call centre clerk should be able to keep all clients’ information confidential. They should not disclose any information

Below are specific skills and qualities needed by a Call Centre Clerk to perform call centre duties at NamPost

Bilingual (English is required), customer service skills, excellent phone and verbal communication skills, active listening skills (reflecting and guiding), customer focus and adaptability to different personality types, patience and the ability to remain calm in stressful situations, sympathetic yet clear about possibilities and responsibilities, the ability to accept criticism and work well under pressure, courteous/respectful communication skills, ability to multi-task, set priorities and manage time effectively. Trustworthy, Friendly, Positive, Helpful, Assertive, Confidentiality and Prudence.

ii) Below are specific skills and qualities needed by a Call Centre Supervisor to perform call centre duties at NamPost

Planning, organizing, supervisory and people / leadership skills, report writing skills and a sound knowledge of all the NSB products, services and systems.  Proficient in written and spoken English; Computer literate, assertive, decisive, and able to lead and motivate people, knowledgeable, hardworking, very good knowledge of NamPost systems, products and customer orientated.

iii)          The working condition/pressure and degree of supervision of a call centre

This is an office bound position whereby the incumbent is expected to operate independently and take own initiative in all routine day-to-day tasks.  Would meet the immediate supervisor to discuss pressing issues and if procedures differ from the normal daily procedures. (May be on a daily basis). The work pressure is moderate to high. In most instances the incumbent is in a position to plan and schedule own workload in such a way to prevent highly pressured situations from arising. The incumbent is unable to control the number of customer queries each day. Therefore, there are days where the incumbent has to work under high pressure in order to attend to all queries.

Training activity

The participants demonstrate how to be multi-task while displaying the qualities of a call centre clerk

Check your progress

1. Identify at least five (5) duties of a call centre clerk

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

2. What are five (5) qualities a call centre clerk must possess?

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

 

Well done! You have completed Module 2 the roles and responsibilities of a call centre clerk and call centre supervisor at NamPost.

 You should now be confident that you can,

a)       State the duties of call centre clerk

b)       State the duties of call centre supervisor

c)       Describe the qualities of a call centre clerk

d)       Describe the qualities of a call centre supervisor

If you feel confident that you have achieved all the above, you can move on to the next Module 4 where you will learn about roles and responsibilities of a call centre clerk and call centre supervisor at NamPost. If you are unsure of any part, go back and revise or ask your trainer or supervisor for assistance

 

 

 

 

 

 

 

 

 

 

 

 

MODULE 3:

NAMPOST SAVINGS BANK PRODUCTS AND SERVICES

Learning Outcomes: By the end of the lesson participants must be able to;

a)    Name the two (2) categories of NamPost Savings Bank Products

b)   State the features of NamPost Savings Bank Smartcards

c)    Give the requirements for each NamPost Savings Bank Smartcards

d)   Differentiate between the different types of investments at NamPost Savings Bank

NSB offers different products and services.

Products

3.1. Smartcards

3.1.1. Transactional Card

 

Features

A security feature embedded within the card, by means of the chip Multi-factor and proximity authentication has been embedded into it to increase the security of all services on the card.

The card can be easily replaced if lost, and, the requirement for a Biometric signature as well as the PIN provides additional security from unauthorized access by others.

Point-of-sale purchases (e.g. buying groceries at the shop)

Visa branded allows it to be used at any ATM

Benefits

PostFin Loans via the card

Funeral Cover via the card

Interest Debited to the card on an annual basis

Requirements

·        Minimum opening amount N$50.00

·        Smartcard Application Form (This will be printed from the system)

·        Namibian Identity Document

Or

Valid passport (valid for at least 6 months prior to expiry)

Or

Driver’s License with Birth Certificate 

Pay Slip - If Proof of Income Required

If Foreign:

Valid Passport with the following valid stamps

Work Permit

Study Permit

Or

Permanent Residence Letter from the Ministry of Home Affairs and Immigration Control

 

3.1.2. Power of Attorney Card

 

 

 

Features

·        Delegation of Authority to transact on behalf of the principal account holder

·        A security feature embedded within the card. (Similar to those of the Transactional  Card)

·        ATM withdrawal

·        Point-of-sale purchases

Requirements

·        Smartcard (Of Account owner/Holder)

·        Namibian Identity Document or

·        Valid Passport (valid for at least 6 months before expiry) or

·        Driver’s License with Birth Certificate or

·        Minor’s full Birth Certificate accompanied by biological parents Identification Document or Guardianship letter and I.D of guardian

If Foreign:

·        Valid Passport with the following valid stamps

·        Work Permit

·        Study Permit

Or

Permanent Residence Letter from the Ministry of Home Affairs and Immigration Control

 

3.1.3. Business Card

 

 

                     Features

·        All business transactions are to be approved by at least two signatories or as requested upon account opening. (Except sole proprietors and some CC’s)

·        Business owner or groups will decide how many signatories will handle or authorize the account.

·        A security feature embedded within the card. (Similar to those of the Transactional Card)

Benefits

·        Interest debited to the card on an annual basis                    

 Requirements

·        Client must complete application form for Business Accounts (System will generate the application form based on the information provided).

·        The declaration for beneficial ownership should be completed with the application form for businesses.

·        For group accounts a standard authority letter is required

For business accounts a resolution letter is required

·        Clerk makes copies of original required identification documents as well as company registration documents and certify the copies.

·        For pre-approval a manual application form must be completed, Postmaster/Supervisor ensure that application form is fully completed and the correct documents are attached and the form is signed before sending to NSB.

·        Scan and e-mailed with attachments to FIA & Investigations department in NSB for approval.

·        Enrolment will only take place upon approval from FIA department.

·        An initial deposit of N$ 50.00 is required.

·        A guidance of what source documents must be obtained from the client is listed below;

 

3.1.4. Company:

·        2 White forms needed (Either 1 and 3 OR 2 and 3)

·        CM 1 Certificate of Incorporation (Will be found in the MEMORANDUM AND ARTICLES FILE, PRESENTED BY THE CLIENT)

·        CM 9 Certificate of Change of Name of the Company (Only in case of name change)

·        CM 29 Contents of Register of Directors, Auditors and Officers. (CM 29 consist of 4 pages)

·        Identification documents of the person/s representing the Entity.

·        Proof of physical address (obtain letter head/rental contract/water & electricity bill.

·        Resolution signed by company director/s authorizing the opening of a bank account and authorized signatories.

·        Obtain information on expected income or if the company has pervious financial statements please request same.

·        Letter of Accounting Officer

3.1.5. Partnership and Joint Ventures:

 

·        Partnership or Joint Venture agreement

·        Identification documents of all Partners

·        Identification documents of the persons who are authorized to open the bank account or act on behalf of the partnership.

·        Resolution signed by partner authorizing the opening of a bank account.

·        Obtain information on expected income or if the partnership has pervious financial statements please request.

3.1.6. Sole Proprietor: (One-man Business)

 

·        2 White forms needed

·        The receipt where the owner’s name appears with the date stamp of the Registrar of Companies.

·        Certificate for Registration of Defensive Name.

·        Identification documents of the persons who wants to open the account.

·        Obtain information on expected income or if the business has pervious financial statements please request.

3.1.7. Trust Accounts:

·        Proof of existence of trust / Trust documents

·        Resolution by Trustees - Authority letter for signatories and to open a bank account

·        Identification documents of the authorized signatories or representatives.

·        Obtain information on expected income or if the Trust has pervious financial statements please request.

3.1.7. Other Entities: (e.g. churches, schools, family accounts and Associations)

·        Standard Authority letter

·        Approval Letter from other entity (e.g. church, schools) should be included & Identity document of the person that wrote the letter (e.g. pastor, principal).

Identification documents of each authorize account Signatory

 

3.1.8. GIPF Card

            Features

·        Used for annual GIPF client’s verification process (proof of life).

·        No transactions can be made with this card.

           Requirements

·        Namibian Identity Document

Or

·        Valid passport (valid for at least 6 months before expiry)

Or

·        Driver’s License with Birth Certificate and

·        Pay Slip - If Proof of Income Required

If Foreign:

·        Valid Passport with the following valid stamps

·        Work Permit

·        Study Permit

Or

·        Permanent Residence Letter from the Ministry of Home Affairs and Immigration Control

3.2. Investments Products

3.2.1. Fixed Term Deposit (FTD)

A fixed Term Deposit Account is one where a fixed sum of money is deposited for a fixed period of time. During that period, the investment attracts a fixed rate of interest that is set at the time of opening an account. A client can invest funds for a period of 3-6, 6-12, 12-24, and 24-36 months.

Rates (are revised monthly and can change accordingly)

Principal/ Investment amount	N$ 0 - 99 999		N$100 000 - 499 999
FTD (Months)	Monthly Interest	Maturity Interest	Monthly Interest	Maturity Interest
3	5.02%	5.05%	5.07%	5.10%
4	5.02%	5.05%	5.07%	5.10%
5	5.06%	5.10%	5.11%	5.15%
6	5.14%	5.20%	5.19%	5.25%
7	5.28%	5.35%	5.33%	5.40%
8	5.32%	5.40%	5.37%	5.45%
9	5.45%	5.55%	5.50%	5.60%
10	5.49%	5.60%	5.53%	5.65%
11	5.52%	5.65%	5.57%	5.70%
12	6.31%	6.50%	6.36%	6.55%
18	6.45%	6.65%	6.50%	6.70%
24	6.63%	6.85%	6.68%	6.90%
36	7.05%	7.30%	7.10%	7.35%

 

Requirements

·        A minimum amount of N$ 500.00 required as an opening deposit and an additional N$ 500.00 is required

·        FTD Application Form

·        Namibian Identity Document

Or

·        Valid passport (valid for at least 6 months before expiry)

Or

·        Driver’s License with Birth Certificate 

If Foreign:

·        Valid Passport with the following valid stamps

·        Work Permit

·        Study Permit

Or

·        Permanent Residence Letter from the Ministry of Home Affairs and Immigration Control

 

3.2.2. Call Account

 

Invest funds for an undetermined/indefinite period, no fixed period.

Rates

Principal/ Investment amount	N$ 0 - 99 999		N$100 000 - 499 999
Call Account	2.70%		2.75%

 

Requirements

·        N$ 500.00 Opening deposit

·        Call Account Application Form

·        Namibian Identity Document

Or

·        Valid passport (valid for at least 6 months before expiry)

Or

·        Driver’s License with Birth Certificate

If Foreign:

·        Valid Passport with the following valid stamps

·        Work Permit

·        Study Permit

Or

·        Permanent Residence Letter from the Ministry of Home Affairs and Immigration Control

 

3.2.3. Notice Accounts (32 days and 60 days)

 

Invest funds for an undetermined/indefinite period, notice required 32/60 days before withdrawal.

Rates

Principal/ Investment amount	N$ 0 - 99 999		N$100 000 - 499 999
32 days’ Notice deposit	4.70%		4.75%
60 days’ Notice deposit	4.80%		4.85%

 

Requirements

·        N$ 500.00 Opening deposit

·        Notice Account Application Form

·        Namibian Identity Document

Or

·        Valid passport (valid for at least 6 months before expiry)

Or

·        Driver’s License with Birth Certificate and

If Foreign:

·        Valid Passport with the following valid stamps

·        Work Permit

·        Study Permit

Or

·        Permanent Residence Letter from the Ministry of Home Affairs and Immigration Control

 

3.2.4. Save As You Earn

 

NSB Save As You Earn is a unique investment facility offered by NSB whereby an investor enters into an investment contract whereby a minimum prescribed monthly instalment is paid for minimum period of 24 months. In addition to the interest accrued a bonus is earned on the accrued interest and it is payable at the end of the agreed investment period, investment period is 2-5 years.  The opening amount will be the same as your monthly deposits it shouldn’t differ from your initial opening amount.

Rates

Contract Period	Bonus Percentage
2 Years	75%
3 Years	85%
4 Years	100%
5 Years	120%

 

Requirements

·        N$ 50.00 Opening deposit

·        Save As You Application Form

·        Namibian Identity Document

Or

·        Valid passport (valid for at least 6 months before expiry)

Or

·        Driver’s License with Birth Certificate and

If Foreign:

·        Valid Passport with the following valid stamps

·        Work Permit

·        Study Permit

Or

·        Permanent Residence Letter from the Ministry of Home Affairs and Immigration Control

3.2.5. Flexi Save As You Earn

 

Investment period of a year only, withdrawal only allowed at the end of term.

Rates

Interest rate of 2.75% p.a. tax-free on daily balance.

Plus, a bonus on the total interest earned, depending on the contract period, only paid once when the    contract has matured.

Requirements

·        Minimum N$ 50.00 Opening deposit

·        Flexi Save As You Earn Application Form

·        Namibian Identity Document

Or

·        Valid passport (valid for at least 6 months before expiry)

Or

·        Driver’s License with Birth Certificate 

If Foreign:

·        Valid Passport with the following valid stamps

·        Work Permit

·        Study Permit

Or

·        Permanent Residence Letter from the Ministry of Home Affairs and Immigration Control

 

3.2.5. Group Scheme/ Flexi Save As You Earn

 

The product is designed to cater for a group of employees that want save at any organisation with an agreement with NamPost Savings Bank. Investment period of a year only, withdrawal only allowed at the end of term.  The employer deducts the agreed amount from the employee’s salary and transfer it into NamPost account.

Rates

Interest rate of 5.00% p.a. tax-free on daily balance.

Plus, a bonus on the total interest earned, depending on the contract period, only paid once when the    contract has matured.

Requirements

·        Minimum N$ 50.00 opening deposit, but deposit monthly is flexible as per customer’s affordability (it should always be more than N$50.00)

·        Flexi Save As You Earn Application Form

·        Namibian Identity Document

Or

·        Valid passport (valid for at least 6 months before expiry)

Or

·        Driver’s License with Birth Certificate 

If Foreign:

·        Valid Passport with the following valid stamps

·        Work Permit

·        Study Permit

Or

Permanent Residence Letter from the Ministry of Home Affairs and Immigration Control

 

Services

Deposits

Withdrawals

Transfers

         

3.2.6. Salaries

 

Salary Payments and Transfers

There is a maximum waiting period of 3 working days for funds to be transferred from the Employer/Client Commercial Bank Account to NamPost Standard Bank Account to the Beneficiary’s Account.

As soon as funds are reflecting on our bank account, it will be processed to the beneficiary’s account immediately.

All salary payments by employers and third party transfers are to be paid/transferred in the account details below;

 

NSB Smartcard Banking Details:

Account Name:  NamPost Branch Account

Account Number: 241733979

Branch Code: 082372

Branch: Windhoek

Reference: Smartcard USN number

SWIFT CODE: SBNMNANX

 

Late estate administration

The documents required to be obtained to register a late estate

·        Death certificate

·        ID of the deceased

·        Smartcard of deceased or Lost card form

·        Executor letter

·        ID of the executor

·        Copy of the beneficiary’s Smartcard

·        It is compulsory for the individual claimant to have a Smartcard. If the claimant does not have he/she must open a Smartcard. Smartcard number of beneficiary, if individual

·        Bank details if a Company or Lawyer is handling the estate

 

Training activities

a)    Help the client to open any one of the smartcard account and investment account.

b)   Explain the requirements and the benefits of the account to the client and fill in all the necessary documents to open the account.

 

Well done you have completed Module 3 NSB products. If you feel confident that you have achieved the above, you can move on to the next section where you will learn about NSB inquiries.

Check your progress

1. State the features of the following NamPost Savings Bank Smartcards

i)            Transactional Card

__________________________________________________________________________________________________________________________

ii)           Power of Attorney Card

 

__________________________________________________________________________________________________________________________

iii)          Business Card

__________________________________________________________________________________________________________________________

 

2.    What are the requirements for any three (3) types of investments found at NamPost Savings Bank

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

 

 

 

 

 

 

 

 

 

 

MODULE 4:

TYPES OF CUSTOMER QUERIES AT NAMPOST SAVINGS BANK CALL CENTRE

Learning Outcomes: By the end of this module the participants should be able to;

a)    List and explain the types of SmartSwitch Queries at NamPost Savings Bank

b)   List and explain the types of Traderoot Queries at NamPost Savings Bank

 

4.1.       Types of customer queries at NamPost Savings Bank call centre are:

3.1.1.   SmartSwitch Namibia Queries (SSN)

 

     •   Offline Balances – When the balance on the smartcard and the system differs

•    Auto loads - To transfers funds or Automated Debit’s (AD’s) from the host       account to the smartcard

•  Block Accounts requests – When errors occurs on a customer’s account e.g. incorrect account captured, fraud or for KYC purposes then you block the customer card.

•  Transactions not reflecting – Missing Transactions Number (TSN) on the customer’s account because of unsettled merchant cards

•  Customer’s records not found on S2S enrolment - This happen when a customer wants to replace a card and their information is not showing on the S2S enrolment.

•  Salary or pension funds not reflecting -  It’s when salary or pension is not reflecting on a customer’s account due to maybe wrong account or payment not made on time by employer or pension institutions.

•  Force card replacements – Transfer of funds from the old card to the new card

•    Statements – Proof of customer transactions.

 

 

 

 

4.2.2.  Traderoot Queries

 

•   All enrolment related errors (biometrics, bind card, set PIN, initial deposit, and duplicate CIF) – See training manual for more information.

•    Balance Enquiries (Account Balances are not given telephonically) – To confirm how much is on the customer’s account. Without mentioning the balance/amount confirm whether a deposit was made to the account.

•    Withdrawal Errors – It’s a wrong withdrawal amount captured by the Front end teller clerk

•    Deposit errors - It’s a wrong deposit amount captured by the Front end teller clerk

•    Update customer details – When there is a change in customer’s details e.g. residential address, or surname.

•    Block account requests – Accounts are blocked because of errors or irregularities request by Post Office, FIC, KYC purposes, ACC, wrong postings etc.

•    Customer lookup requests – Enquiries on customer account

•    Transactions that are not reflecting - Missing Transactions on the customer’s account because of transaction failures or system malfunction

•    Stop/debit order payments – Deductions from a customer’s account agreed with NamPost e.g. Funeral cover deduction

•    Card status enquiries – Enquiry the status of a customer’s card e.g. lost, damaged etc.

•    Salaries/pension/funds transfer payments – Payments of salaries, pension or any other funds or EFT’s on a customer’s account

•    Account reference – It’s the customer’s account number

•    Fees and Debit deductions – That’s the monthly fees, funeral covers and transactional fees deducted on a customer’s account for using NamPost’s service.

•    General queries (Requirements for opening an account, fees and charges applicable, Savings Bank Products, facilities, benefits)

•    Withdrawal errors at ATMs – Errors that a customer will encounter at an ATM e.g. funds not received, underpaid and overpaid.

•    Client card retained in ATM machine

•    ATM Withdrawal confirmations

•    Deposit confirmations

•    Balance enquiries

•    Merchant transactions (swiping issues)

•    VAS Transactions

•    Withdrawal Limits

•    Network Related Errors

•    Transaction Reversals

•    Transfer Enquiries

•    Relations Online (client access)

•    Inoperative cards

·        Enrolment Errors

 

Training Activities- Role play

i)     Help a client with offline balance, statement and salary pension not reflecting

ii)  Help a client with Withdrawal Errors, Merchant transactions (swiping issues) and Fees and Debit deductions

 

 

 

CHECK YOUR PROGRESS

1.     List and explain any five (5) types of SmartSwitch Queries

_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

2. List and explain any five (5) types of Traderoot Queries

______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Summary

Well done you have completed Module 4 on types inquires. If you feel confident that you have achieved the above, you can move on to the next section where you will learn about customer service

MODULE 5:

CUSTOMER SERVICE

 

Learning outcomes: By the end of this module, the participants should be able to;

a)    Define customer service

b)   State the importance of customer service

c)    List down examples of a good customer service

d)   Identify different types of customers

e)    Understand customers basic needs

f)     Practice active listening

g)     Types of customers:

 

 

Customer: is any person(s) internal or external to the organization that receive(s) the output of the process” OR “is a person or organization who takes services from you and on whose continuing goodwill you depend to achieve your business objectives”

 

 

Service: It involves the conversion of inputs such as entrepreneurial skills, equipment, capital, knowledge to deliver something which meets customers’ needs and demands.

 

 

5.4. Who are NamPost customers?

Let’s us first define the following terms, before discussing the types of customers we have in NamPost

5.4.1. External Customers

v  People you would have dealing with outside Nampost

5.4.2. Internal Customers

v  People you would have dealings with inside Nampost

5.4.3. Forgotten Customers

v  People whom you closely deal with e.g. supervisors and subordinates

5.4.4. Indirect Customers

v  Someone who is indirectly affected by your dealing e.g. existing customers or potential customers.

v  Each of the four has to broad categories:

      Existing Customer

      Potential Customer

 

5.4.5. Colleagues as customers:

 

Colleagues are always forgotten customers. If you are employed in an organization, everybody else in that organization is your colleague. They form part of the team and teams are ought to work together.

 

 

 

 

 

It is very vital that colleagues strive to work together and to get well together for the benefit of themselves and that of the company. Employees spend about 8 hours at work, just imagine the kind of life you will have if you don’t get along well with your colleagues. An employee should treat his/her colleagues as follows:

• Assist where and if possible
• Be friendly
• Do not gossip
• Respect your colleagues
• Show appreciation for work well done
• Treat every colleague the same
• Use appropriate and respectful language

 

This will create a positive atmosphere that will make everyone’s working experience a pleasant. Conflict arises due to mis-communication which happen most when we base what we do on assumptions, perceptions and misconceptions rather than upon objective facts.

 

5.5. What kind of assistance can you offer to colleagues?

Relaying messages:

You may be asked to relay a message to another colleague. Get all the details e.g. who called, from what organization, what the message is all about etc.

 

5.1.1. What is customer service?

 

 

 

·        Is about making sure your customers feel they are valued, treated fairly, and appreciated by your business.

5.1.2. Characteristics of high quality customer service

• Customers are the lifeline of any business, your customer service team is often the face of your company, and customers’ experiences will be defined by the skill and quality of the support they receive. Therefore, quality customer service is the key element required for a successful business.
• Quality customer service entails the following;
• Providing efficient, quick and friendly service, building strong relationships with customers, handling complaints quickly and responding to customers' issues on time.
• Quality customer service is the best way to keep customers coming back, thus ensuring long-term success. Whether your focus is sales or support, a happy customer is your ultimate goal.
• Customer service is 99% about the attitude. ‘It is the process of being of help or assistance to customers. Quality customer service results when a product or service meets or exceeds the expectations of a customer.
• The right attitude is at the heart of what it means to deliver great customer service

Attitude

•    Is a feeling or opinion about something or someone, or a way of behaving.

•    The way somebody feels about something or someone, or a particular feeling or opinion

How attitudes assist in providing good service?

•   Enjoy helping people

•    Handle people well

•    Care for your customers      

•    Give fair and equal treatment to all

•    Be understanding of people with special needs

Bad Attitude

·        Rudeness

·        Mistreating/ill treatment of customers

·        Do not care

·        Do not serve the customer to the fullest

·        Unfairness

·        Taking things personal

·        Do not smile

·        Not being understanding/helpful

                                                       

Treating customers with respect

Greeting them with smile

Assisting customers timely

Providing after sales services

Attending to queries and provide feedback on time

Listen attentively

Apologise to the customer

Do not argue or interrupt the customer

Do not lose your self-control even if the customer is angry

Point out facts

Admit the problem

Involve the customer in the solution

Follow up      

5.1.3. The importance of customer service at NamPost

 

·        Prevents business failure

·        Reduces employee turnover

·        Builds trust

·        It builds brand awareness

·        Makes customers feel important

·        Makes customers feel heard

·        Makes customers feel respected

·        Responds to the need to the greatest degree possible

·        Empowers customers through honest and trustworthy

·        Companies exist because of customers.

·        A customer makes it possible to achieve business aims

·        Companies need to satisfy customer expectations

5.1.4. Effects of poor customer services to NamPost

·        Customer turnover increases

·        Reduced profitability

·        Decreased growth in customers

·        Dissatisfied employees

·        A Damaged Reputation

·        Loss of jobs

5.1.5. How to Succeed in Dealing with Customer Service Calls

 

a)  Get a good night's sleep. Arrive at work refreshed because this have a big impact on your performance

b)  Work smarter, not harder. Summarise the information instead of writing all the information. This speeds up your call. Do not spend too much time over the phone because this can lead to frustrations. Avoid explaining too much to the customer as this may cause confusion

c)  Utilise your resources. Don’t guess answer if you aren't sure about a question a customer has, place them on hold and ask your supervisor.

 d) Take notes of the customer’s questions and concerns at the beginning of the call. Take notes and remain focus on one subject a time when you have conversation with the customers. Focus on one subject at a time, don't allow a customer to confuse you.

e)  Control the call. Control the calls to ensure speeding up your call. Do not raise the tone of your voice even if the customer does that. Remain calm at all times.

f)  Avoid using words like "um", or "like". These words can sound unprofessional and make you sound confused.

g)  Try to avoid apologising too much.  Do not show too much empathy as this allows your customer to want more and gain control.

h)  Don't take things personally. Do not allow one customer to spoil your day. When you're dealing with irate customers, take a deep breath, have a drink of water, or even stand up and stretch to allow yourself get over the stress of frustrated customer. Learn to smile and laugh, a great sense of humour goes far.

In order to deliver a good customer service at the call centre the NamPost call centre clerks require proper and effective communication.

 

5.2. Corporate image:

The corporate image of any organization refers to what and how customers perceive and experience that organization to be. This can include a number of factors such as:

• Neatness of buildings
• Attractiveness of the surroundings
• Décor
• Staff efficiency
• The feeling of being welcome
• Hygiene of bathrooms and the buildings
• Friendliness of the staff.

 

The corporate image may include the company’s log, physical appearance and things, but it is much more than that. It is often something intangible that customers find hard to describe or explain.

 

 

 

 

 

Completion of work tasks and Provision of information: 

Do not hesitate to offer assistance to help colleague complete his/her task on time.

Training activities

Demonstrate how listening an important skill in customer service

 

Check your progress

1. Briefly write down the meaning of customer service

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

2. Mention the importance of customer service

______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

3. Show how good customer service is delivered

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

4.    Explain the effects of poor customer service to an organisation like NamPost

_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Summary

Well done you have completed Module 5 on customer engagement. If you feel confident that you have achieved the above, you can move on to the next section where you will learn about communication. If you are unsure of any part, go back and revise or ask your trainer or supervisor for assistance

 

 

                                        MODULE 6:

COMMUNICATION

Learning outcomes: By the end of this module, the participants should be able to;

a)    Define the meaning of communication

b)   State the importance of communication

c)    Demonstrate the different categories of communication

d)   Demonstrate good telephone etiquettes

e)    Role play how to handle a difficult customer

f)     Briefly discuss how to improve call centre performance

 

6.1. What is communication?

·        For the purpose of this training communication is defined as process of sending and receiving information by using different methods of communication with the aim of reaching an understanding. Thus for communication to take place there must be a sender and a receiver of the information.

6.2. Communication process

 

(i)       The process of communication begins when the sender has an idea, thought or information that she wishes to communicate.

(ii)      The success of communication is when the sender achieves what he wishes as a result of sending the message.

(iii)     Communication happen through various components:

    Verbal communication which is face to face, in a dialogue, saying words considering ton, pitch and volume;

    Non-verbal communication which is expressed by gestures and postures.

 

6.3. Communication skills

 

    Effective communication is the translations of a messages that both the sender and receiver have the same understanding

 

 

 

During a conversation, always aim to ask open-ended questions. These are questions with prompts which encourage the recipient to speak about certain points and they require more detailed responses.

    Effective communication depend on active listening

 

Always think of communication as a „give and take“- scenario!

•        Give information and feedback to other people, who want to know or need something

•        Accept the information/knowledge your communication others gives you

•        Try to convince your partner of your ideas – but accept his own ideas as well!

•        Be thankful for any feedback – thanks to those, you will improve your communication skills

 

6.4. Active listening

 

Hear What People Are Really Saying

•        Listening is one of the most important skills you can have. How well you listen has a major impact on your job effectiveness, and on the quality of your relationships with others.

We listen to obtain information.
We listen to understand.
We listen for enjoyment.
We listen to learn.

 

Given all this listening we do, you would think we’d be good at it! In fact we’re not. Research indicates that we remember a dismal 25-50% of what we hear. That means that when you talk to another for 10 minutes, you only really hear 2½-5 minutes of the conversation.

•        Turn it around and it reveals that when you are receiving directions or being presented with information, you aren’t hearing the whole message either. You hope the important parts are captured in your 25- 50%, but what if they’re not?

 

·        Clearly, listening is a skill that we can all benefit from improving. By becoming a better listener, you will improve your productivity, as well as your ability to influence, persuade negotiate. What’s more, you’ll avoid conflict and misunderstandings – all necessary for workplace success.

 

Becoming an Active Listener

•        There are five key elements of active listening. They all help you ensure that you hear the other person, and that the other person knows you are hearing what they are saying.

 

6.4.1. Pay attention.
Give the speaker your undivided attention and acknowledge the message. Recognize that what is not said also speaks loudly.

–       Look at the speaker directly.

–       Put aside distracting thoughts. Don’t mentally prepare a rebuttal!

–       Avoid being distracted by environmental factors.

–       “Listen” to the speaker’s body language.

Refrain from side conversations when listening in a group setting.

 

6.4.2. Show that you are listening.
Use your own body language and gestures to convey your attention.

–       Nod occasionally. Smile and use other facial expressions.

–       Note your posture and make sure it is open and inviting.

–       Encourage the speaker to continue with small verbal comments like yes, and uh huh.

6.4.3. Provide feedback.
Our personal filters, assumptions, judgments, and beliefs can distort what we hear. As a listener, your role is to understand what is being said. This may require you to reflect what is being said and ask questions.

–       Ask questions to clarify certain points. “What do you mean when you say…?” “Is this what you mean?”

–       Summarize the speaker’s comments periodically.

 

6.4.4. Defer judgment.

Interrupting is a waste of time. It frustrates the speaker and limits full understanding of the message.

–       Allow the speaker to finish.

–       Don’t interrupt with counter-arguments.

 

6.4.5. Respond Appropriately.

Active listening is a model for respect and understanding. You are gaining information and perspective. You add nothing by attacking the speaker or otherwise putting him or her down.

–       Be candid, open, and honest in your response.

–       Assert your opinions respectfully.

–       Treat the other person as he or she would want to be treated.

 

6.5. Body language

v  It is an idiom we all speak, but few actually understand. It is an extreme complex form of expression.

 

 

 

 

6.5.1.   Body language guidelines

6.5.1.1.      Body language is subconscious

·        Our body language often gives away our true feelings, despite what we say. If we dislike someone it will show.

6.5.1.2.      Body language is used to communicate attitude

·        The way you feel on a certain day will show in your body language and in your voice. The body shows the interest you have in the customer.

6.5.1.3.      Body language is culturally influenced

·        It varies from culture to culture. What is acceptable in one culture may not be in another. Therefore be caution on incorrect judgment customers. E.g. in Western Culture, not making direct eye contact can be viewed as a lack of confidence or interest.

6.5.1.4.      Body language can be used to communicate power

·        Standing up when someone else is sitting or infringing on another’s space are both examples of how body language is used to exert dominance.

·        We must be careful not to make customers feel we are trying to exert power over them. 

6.5.1.5.      Reading body language

·     There are various signals in reading body language. For example folding the arms combined with lifting shoulders, putting the chin down and a severe facial expression could indicate

·      Feelings re revealed not by what we say but what we do e.g.

•      55% of what we learn from other comes from their body language

•      38% comes from their tone of voice

•      7% comes from what they say.

 

6.5.2. Aspects / components of body language

 

6.5.2.1. Eye Contact

·      Is a way to build a relationship, however too much can be seen as dominating or intimidation.

6.5.2.2. Facial Expression

·      Reflect emotions, therefore it is important to exercise your smile

6.5.2.3. Movement

·  Moving around can add energy to the interaction but too much may cause discomfort and be viewed as boredom by the customers.

6.5.2.4. Space

·      Maintain a space that makes the other person feel comfortable. Move forward when you want to take control and step back to make the other person comfortable.

·      Move forward when you want to take control and step back to make the other person comfortable.

6.5.2.5. Gesture

·  There are numerous gestures that can enhance effectiveness of our message including open hands, nodding etc.

 

 

6.5.2.6. Posture and Stance

·  Change of posture is an indication that changes in communication is required. Holding yourself upright can give communicate confidence?

6.5.2.7. Dress

·      Dress appropriately for the business situation; when you first meet someone your style of dress affects your creditability.

6.5.2.8. Breathing

·   Our stress level affect our breathing; when stressed our breathing becomes shallow and fast. Customers may pick it up and also be affected.

·  Calm your breath as it will help you to relax.

6.5.2.9. Barriers to listening       

·        Poor listening

·        Mumbling

·        Volume

·        Background noise

·        Telephone Interruption

·        Assumptions

·        Expectations

·        Attitudes

·        Not taking notes      

6.6. The importance of communication

·        Effective communication promotes motivation among the employees

·        It develops a healthy and strong employee’s relationships

·        Establishes strong relationship with suppliers and clients

·        Assists with decision making

·        Promotes innovation

·        It develops all areas of the business

·        It ensures transparency

·        It contributes to the growth of the business

Communicate with your customers

Though there are many different categories of communication, our focus will be on spoken or verbal communication through telephone or face-to-face. This is because the NamPost call centre uses telephone communication and Post Office counters use face-to-face communication. Telephone/face-to-face manner involves many things such as pleasant voice, pace, tone, pitch, and volume will have impact on the customer and their perception of how helpful the customer service clerk is. It is vital that the NamPost call centre clerks are trained on how to answer telephone calls and to communicate with the customers at NamPost call centre.

 

 

6.6.       Telephone Etiquette

 

 

Proper telephone etiquette whether answering or making calls is an important aspect of communication. The following will assist you to have effective communication with the customers,

• Don't create a fearful atmosphere

·       Use expressions such as "thank you" and "please"

·       Listen actively and don’t interfere others.

 

6.7.1. Answering Calls

 

·       Answer the phone within three rings/ less than 30sec.

·       Answer with a friendly greeting. Thank you for calling NamPost call centre, You are speaking to XYZ, How can I be of help?

(Acknowledgement, name, offer help)

·       Smile and speak in a pleasant tone of voice.

 

 

 

·       Ask the caller for their name.  To whom am I speaking/may I please have your name? This shows you have taken an interest in them.

• Listen to the customer’s query and direct the customer to the relevant department

·       Use the hold/mute button when leaving a line, to prevent a caller from accidentally overhearing the conversations being held nearby.

·       Make use of the appropriate axillary codes for breaks/ clerical-work/ log-in or out.

 

6.7.2. Making Calls

 

·       Identify yourself first when making a call before asking the customer, “To whom am I speaking?") Eg, You are speaking to XYZ from NamPost call centre, To whom am I speaking?

·       Know why you are communicating

• Apologise if you dialled a wrong number and then hang up. Avoid arguing with the person who answered the call.

·       Fulfil your promise by delivering on what you have promised the customer. Communicate with the customer if you postponed any communication and inform them the specific time that you will call them. (Agree a realistic call-back/feedback time with customer)

 

6.7.3. Placing Calls on Hold

 

·       Ask permission before you put a caller on hold. Examples: "Would you mind holding while I check?" or "Can you hold briefly while I see if Ms. Johanna is available?" Thank the caller for holding.

 

6.7.4. Transferring Calls

·        Transfer the caller directly to the desired person if the caller needs to speak to another person or department. Do not transfer the caller to the Clerk, this will save the caller having to explain his/her requests another time, and it will cut the number of times the caller needs to be transferred.

·       Remember always to tell the caller who you are transferring them to, and announce the caller to the person you are transferring them to.

·       If the transferred call goes unanswered, return to the caller and ask if you can take a message or voicemail.

 

6.7.5. Taking Messages

 

·       Have a pen and message form when you answer the phone.

·       Ask for the following when taking messages:

o   Verify caller's name (asking the caller for correct spelling.)

o   Caller's phone number and/or extension (including area code)

 

 

·       Verify if the information is clear by repeating the message to the caller.

·       Ensure that you fill in the date, time, and your initials.

·       Place the message note in their office, such as their table/keyboard OR send an email with all details.

 

6.7.6. Ending Conversations

 

Below are the several ways how a call centre clerk can end a long phone call without making up a story or sounding rude:

·        Leave the conversation open, and let the caller end the conversation.

·        Ensure that all callers’ questions are answered before hanging up

·        Always end with a remark such as: "Is there anything else I can assist you with” “Will that be all”? “Have a nice/good day"

 

Training Activities

Role play:  Good Telephone Etiquettes when;

Answering a call

Making a call

Handling rude or impatient call

Transferring a call

Putting a call on hold

Ending conversation

a)       What is communication?

______________________________________________________________________________________________________________________________________________________________________________________________________

c)    Is communication important in an organisation like NamPost? Explain your answer.

________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

d)   Advise on how to end a call with a customer

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

e)   What will you remember when transferring a call?

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Summary

Well done! You have completed Module 6 communication.

If you feel confident that you have achieved all the above, well done!

If you are unsure of any part, go back and revise or ask your trainer or supervisor for assistance.

 

 

 

 

 

 

 

 

MODULE 7:

CUSTOMER COMPLAINTS AND CLAIMS

Learning outcomes

By the end of this Module, participants should be able to;

·        Demonstrate the ability to deal with customer’s complaints

·        Distinguish between a Claim and Complaint

·        Demonstrate the ability to handling rude or impatient customers

·        Identify the difficult customers

 

7.1. Introduction

 

What is a complaint?

A complaint is a statement of dissatisfaction by a customer or a 3^rd party about NamPost and/or with legal base. The dissatisfaction is based on not achieving the expectations of customers or other on the part of NamPost and/or services, products or employees behavior. This means that a complaint is not only limited to parcels but can be impacted by all parts of NamPost.

 

 If you do not respond in a satisfactory manner to a customer who has a problem, the result may become a complaint.

These complaints can be at times, stressful and challenging to deal with. You should however, view

them as a gift.

Complainant provide for a priceless advice

 

Encourage customers to complain by:

ü Providing suggestion boxes

ü Conducting surveys

ü Responding to each complainant

ü Rewarding complaints

ü Complaints website

ü Feedback journals

ü Email signature STTT

 

 

 

 

 

 

 

 

 

 

 

7.2. Dealing with customer complaints

RESPONSES

Solve the customer’s problem immediately (FTR)

Apply the problem solving cycle: ü  Open channels ü  Establish facts ü  Verify facts ü  Establish needs & alternatives ü  Provide proof ü  Close the complain

Establish and tackle the underlying cause of the problem (Route cause Analysis)

Suggest options/alternatives

Ask for the ideas of the customer (What they expect you to do

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

7.3. Handling Rude or Impatient Customers

In today’s business quality customer service is what distinguishes a company from its rivals. Customers can be difficult depending on the situation and the extent to which they are pushed. Therefore, it is important that call centre clerks handle the customer in a professional way;

·       Remain calm all the times.  Try to be diplomatic and remain polite, even if the caller is angry.

·       Demonstrate the willingness to resolve the problem or conflict at all times.

·       Put yourself in caller’s situation/shoes. Value their problems and concerns.

·       If the caller is insisting of wanting to talk to your supervisor allow him/her to do so. If the supervisor is not around call the caller back later on.

·       If you are supervisor: Handle the frustrated caller calmly and speak slowly. Answer with confidence, but understanding. Sometimes the frustrated caller just wants the supervisor’s interventions even if you are unable to help them.

• Get control of yourself even if the customer is angry by doing so you will get control over the situation

·        Don't blame the customer: Acknowledge that there is a fault.

·        Don't make promises you can't keep

·        Show the customer you care: Maintain a concerned, sincere and interested facial expression. Your voice, as well as your body language and expression, communicates your attitude

 

·        Do not feel intimidated by the angry/or frustrated customers, remain calm and polite and follow the 5Ps of Telephone Etiquette

·        Get help when needed

·        Smile

7.4. Types of difficult customers

Difficult customers come in several varieties, including:

•        Indecisive

•        Angry

•        Impatient

•        Intimidating

•        Talkative

•        Demanding

7.5. What is a claim?

A claim is a statement of a customer dissatisfaction that has a legal obligation for NamPost and a financial impact.

There are four types of claims that can be made by NamPost customers

1.    Liability/ Commercial Intervention - is a business decision to compensate the customer either in financial terms or in some other manner without being legally bound to do so.

2.    Insurance Claim - The customer cannot ask for insurance after a shipment has been picked up, or after the loss or damage has occurred.

3.    Non-parcel related claims - result from damages caused by NamPost Courier to the property or staff of the customer without directly affecting a shipment. For example, this can be the case when a driver damages the customer property during a pick up or delivery.

 

Check your progress

a)    How will you handle a rude or impatient customer?

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b)   Name at least four (4) types of difficult customers

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Summary

Well done! You have completed Module 7 on customer complaints.

If you feel confident that you have achieved all the above, well done!

If you are unsure of any part, go back and revise or ask your trainer or supervisor for assistance. CONGRATULATIONS! YOU HAVE COMPLETED CALL CENTRE MANUAL.