NOKIA CARE

Talking to the Shopper:

Nokia Care
Care Induction for Retail
Nokia Academy

1 © 2009 Nokia
 Objectives NOKIA CARE

After this training, you will:

• Understand the importance of Care
• Offer help to consumers who have Care
issues
• Educate consumers about Nokia Care
service options

2 © 2009 Nokia
 Nokia Care - Topics NOKIA CARE

1. Defining Care

2. Helping Consumers Who Need

Care Services

3 © 2009 Nokia
 Nokia Care - Topics NOKIA CARE

What we will discover in this section:

1. What is Nokia Care

2. What Nokia Care has to offer

4 © 2009 Nokia
 Nokia Care NOKIA CARE

• Nokia Care is the name of our customer care

service.
• Is for everyone who owns a Nokia product and/or
service.
• Nokia Care is a natural part of Nokia products,
services and solutions.
• It’s in our interest to make our shoppers feel ‘always
connected', satisfied, safe and confident throughout
the whole lifecycle.
• Nokia Care offers complimentary and for-sale care
services and access to support network

5 © 2009 Nokia
 How often have consumers asked you… NOKIA CARE

How to get a new How to use the

user guide? security features?

What to do when the they Which battery or

get a message to input the headset goes with
PUK code? this device?

What capacity memory

card I can put in my
phone? How to use the
camera function?

Where to get the newest version Where is the nearest

software to update my phone? Care Point?

6 © 2009 Nokia
 Care Touch Points NOKIA CARE

Nokia Care Online Nokia Care Contact Centers

Nokia Care Online Nokia Care Contact Centers

Nokia Care Points Nokia Care Operators & Enterprise

Nokia Care Points Nokia Care Operators & Enterprise

7 © 2009 Nokia
 Nokia Care Online NOKIA CARE

Services Offered: Nokia Care

 Software downloads and updates Online
 User guides, how-to articles, compatibility information and product
demos
 Discussion boards, expert user articles
 Frequently asked questions and answers knowledge base
 Online repair self-help solutions
Nokia Care
 Contact Center and Care Point contact information Contact
Centers
24/7 availability
Nokia Care
Many languages
Points
Self help solutions
Free of charge

www.nokia.com/support

8 © 2009 Nokia
 Nokia Care Contact Centers NOKIA CARE

Services Offered: Nokia Care

 Assistance with Nokia products and services Online
 Answers to questions
Nokia Care
 Help with warranty and repair questions
Contact
Centers
Personal attention
Phone & email access; person-to-person communication
Help with more complex questions not supported online
Free of charge
Nokia Care
Points
Access local call center phone numbers at
www.nokia.com/support

9 © 2009 Nokia
 Nokia Care Points NOKIA CARE

Services Offered: Nokia Care

 Repair related services Online
 Support in using Nokia products, services and software
Nokia Care
 Recycling services for Nokia products Contact
 Nokia Accessories, Services and Care support services sales Centers

Global face-to-face support: 5000+ Nokia Care Points Nokia Care

Points
Free drop-off points for recycling
Live demonstrations and problem solving

Locate care point locations at

www.nokia.com/support

10 © 2009 Nokia
 When a Shopper Needs Care NOKIA CARE

Which Care Touchpoint Would You Suggest When a Shopper Wants…?

Online Contact Center Care Point Accessory compatibility information

Online Contact Center Care Point To talk to a person about a phone problem
Online Contact Center Care Point Phone repair
Online Contact Center Care Point Local phone recycling locations
Online Contact Center Care Point Complex issue or question
Online Contact Center Care Point Doesn’t find the needed answer online
Online Contact Center Care Point Software upgrade
Online Contact Center Care Point Opportunity to chat with experts
Online Contact Center Care Point User’s guide
Online Contact Center Care Point Quick way to find basic information
Online Contact Center Care Point To recycle old phones

11 © 2009 Nokia
 Helping with Care Issues at Retail NOKIA
NOKIA
NOKIA CARE
CARE
TRAINING
CAREFACILITATION
SKILLS

Understand
the Problem

Determine
Support Issue Repair Issue

• User knowledge • Phone hardware

• Service provider/ • Device Software No
Yes operators issuesNo All Passed?
Resolved?
• Application Software
Yes
or Suggest
Not Sure out-of-warranty
repair

Refer to other Support: Guide to

• Knowledgeable team member Care Point Suggest
• Care Touch Point for diagnosis or product replacement
CONSUMERS Helped
in-warranty repair

CONSUMERS Helped

12 © 2009 Nokia
 Nokia Care Has Value in Retail NOKIA CARE

• Helping at purchase and after purchase

• Consumer assistance
• Data transfer and software update
guidance
• Troubleshooting
• Device tutorials
• Warranty to help maintain device
• Recycling

13 © 2009 Nokia
 Summary - Defining Care NOKIA CARE

There are many ways that Care can

help shoppers and consumers.
We can help those shoppers and
consumers utilize the Care services by
understanding their needs.

14 © 2009 Nokia
 Nokia Care - Topics NOKIA CARE

1. Defining Care

2. Helping Consumers Who Need

Care Services

15 © 2009 Nokia
 Helping Consumers Who Need Care Services NOKIA CARE

What we will discover in this section:

1. The importance of the three elements of a

consumer Care issue

2. What a consumer expects from Care

3. What you can do to help

16 © 2009 Nokia
 Recognize Key Consumer Elements NOKIA CARE

Respond to the three key elements of a consumer Care issue:

1. Acknowledge consumer’s expectations and

possible frustrations

2. Address the actual problem

3. Help resolve of the problem

17 © 2009 Nokia
 Understanding Consumer Expectations NOKIA CARE

What consumers expect from Care when they walk into a store:

A sense of
importance
Speed Confidentiality My problem
solved

Consistency,
reliability and
predictability
Reasonable
Simplicity
Effort from the Acknowledgement and
Choices and staff
options for my understanding
issue

18 © 2009 Nokia
 Reasons for Consumer Frustration NOKIA CARE

Consumers can feel inconvenienced or

frustrated. Consumer frustration can be
caused by:

• Device error
• Higher expectations
• Customer remorse
• Cellular access
• Applications
• Cosmetics of device

19 © 2009 Nokia
 Helping Upset Consumers NOKIA CARE

When shoppers are upset and

frustrated:

• Manage your reactions

• Listen and empathize

• Give the consumer a chance to save

face

20 © 2009 Nokia
 Address the Actual Problem NOKIA CARE

Investigate the situation with conversation and questions.

Ask to replicate the problem

Clarify the described situation into terms you
can understand with conversational
questioning

Eliminate or narrow potential causes

Use Top 5 Hardware Repair Check to
determine Support or Repair Case

21 © 2009 Nokia
 Help Resolve the Problem NOKIA CARE

Help the consumers by:

Discussing what can and cannot be handled in the
shop

Preparing the consumer to be handed off to

someone else when you cannot help the situation.
Understand
Understand
the
the Problem
Problem

Offering positive surprises to delight the consumer No

Determine
Yes

Support Repair
Repair Issue
Support Issue
Issue Issue

No All Passed? No
Resolved?
Yes
Yes
or Suggest
Suggest
Not Sure
out-of-warranty
out-of-warranty
repair
repair

Refer to other Support: Guide to

Refer
• to other Support:
Knowledgeable team member Guide to
Care Point Suggest
•• Knowledgeable
Care team member
Touch Point forCare Pointor
diagnosis Suggest
product replacement
• Care Touch Point for diagnosis or product replacement
in-warranty repair

CONSUMERS Helped
in-warranty repair

CONSUMERS Helped

22 © 2009 Nokia
 How to Manage Consumer Concerns NOKIA CARE

Look at the next five situations in the

upcoming slides and decide which is the
best action to take.

? ? ?
? ?
23 © 2009 Nokia
 1. What Should You Do If … NOKIA CARE

… You know you cannot solve the problem by yourself?

A. Give them the address for the nearest Care Point.

B. Prepare the consumer for a handoff to another person in the

store or an appropriate Care touch point.

C. Spend time with them so they think you are helping them
solve the problem.

24 © 2009 Nokia
 2. What Should You Do If … NOKIA CARE

… A shopper loudly complains that the Nokia phone he

bought (in another shop) recently is a “piece of junk”?

A. Find out where he bought it and suggest he go back to them

for help.

B. Try to persuade him that it is a great phone, he just doesn’t

know how to use it.

C. Respond quietly and politely. Offer to have him explain what

is wrong in a conversational tone.

D. Agree with him and try to sell him a different phone.

25 © 2009 Nokia
 3. What Should You Do If … NOKIA CARE

… A consumer wants to return the device he recently

bought from you because he “just doesn’t like it”?

A. Politely explain that it is not possible and then go look for a

real shopper to serve.

B. Find out what he is not happy about and determine what you
might be able to demonstrate or explain that will help the
situation.

C. Politely help him understand that there is no return policy or

the time has expired.

26 © 2009 Nokia
 4. What Should You Do If … NOKIA CARE

… A consumer has problems with the service provider

and wants you to solve it?

A. Explain the difference between the actual working of the

phone and the potential issues with the service provider.
If possible, offer information that will help them when they
call their service provider.

B. Explain the difference between the actual working of the

phone and the potential issues with the service provider.
And thank them for coming in, but explain that you cannot
help them.

C. Suggest they find a different service provider.

27 © 2009 Nokia
 5. What Should You Do If … NOKIA CARE

… A consumer becomes angry?

A. Empathize and suggest that you may be able to help them if

they can calmly explain the problem.

B. Walk away and alert security.

28 © 2009 Nokia
 Summary - Helping Consumers NOKIA CARE

When you work at managing the

consumer’s expectations and
concerns, it becomes much easier to
diagnose the problem and help lead
the consumer to the best care option
for the situation.

29 © 2009 Nokia
 Final Thoughts NOKIA CARE

What is your responsibility?

Help consumers understand how to use the many Nokia Care resources
available to them.

Help consumers get fast and reliable Nokia Care advice.

Create the opportunity for additional sales when the consumer issue is solved
on the spot.

Treat all shoppers (pleasant or frustrated) well in order to gain and maintain
loyal Nokia consumers.

30 © 2009 Nokia
 NOKIA CARE

Thank You!

www.nokia.com/support

31 © 2009 Nokia