Please help...........!!!!!!!

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Hi all,

A few weeks back I have joined a Software company as Support Executive. Its my first job.

My job is good, am enjoying. Here I basically take calls from our customers worldwide & help them out if they have any queries.

My 1st month is almost getting through & my Team Leader has introduced a new rule that end of the month all of us have to give a presentation.

Presentation on the number of calls taken, any +ve or -ve experience with example, charts & tables & statistics & the learning for the month..... and other things.

Presentation using MS Powerpoint.

Can some body help me by giving some formats & how to make this presentation effectively.

Look forward to get some inputs on the same.

Cheers

Diya

Divya

Are you just rendering customer support through telephone. Or does your job involve meeting prospects and selling your product? Because the approach to review would significantly change.
All best wishes
Ra Nagarajan

Hi Nagarajan

I only speak to the customers thru telephone. I dont meet them.

Divya:

From your brief, I infer that you do not have a selling task on hand but your value addition could be through the fulfilment of information required by your customer. Do I get it right. Based on my experience with telemarketing and CRM initiatives over phone, there are three pitfalls that normally happen: (a) The absence of proper listening (b) the urge to interrupt the caller at will and (c) the improper pace of delivery of message. Out of these, the first lacunae has been causing the incomplete solution or information to the caller-customer. Therefore, right at the beginning of the assignment, I would advice you to be wary of these pitfalls.

What kind of summary feedback should be presented to your team head:

a. Regionwise callers
b. Individual problem/information requirement:Classify
c. Quantify customers who made repeat calls for same information or made repeat calls for additional or fresh information.
d. Any specific problem or information needed by most of customers

Your team leader is quite right in asking for a presentation because it could help the team leader to give you guidelines for future call initiatives and also obtain the pattern of requirement on the part of your customer. This would enable the organisation to modify the CRM input suitably. Therefore, apart from quantifying your effors, your presentation would be a valuable feedback to your organisation.
I wish you best of luck in your efforts.
Regards
Ra Nagarajan

Dear Mr.Nagarajan

Thank You Very much for the help.

I got some idea as to how tho go about the same.

I'l have to do the presentation on my learnings for this month
& any critical cusotmer that I've handled, +ve & -ve thngs etc.

I hope i'l be able to do it well.

Thank U once again

Warm Regards
Divya

Dear Divya

you have to be very careful while taking calls.