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Level 1A
TYDIdeas_@copyright_Version 1
TYDideas_@Copyright_Version 01
Getting to
know you
Ice Breaker
Communicating effectively with customers
Definition:
Good customer service is taking that extra step to help without being asked! It’s all
about attitude and skills
Pride of Cows
ORGANIC
&
PRICE
PURE
Premium customer service exceeds basic courtesy, helpfulness and floor support.
Customers typically get a more personalized service from a sales associate or
customer service level. Special ordering, customer feedback, value-added
unique services, and other extras are examples of premium level services.
High -
End
Attitude Interest
6
Pillars of
Customer
Service
Tone of Verbal
Voice Language
Body
Language
The “customer” part of telephone The "service" part of telephone
customer service: customer service:
Give your
customers the Listen
HUMAN ATTENTIVELY
TOUCH
Be Communicate in
POLITE REAL TIME
Attitudes and Emotions
Impact of a bad attitude?
ATTITUDE
ANCHORS
Activity
Telephone Etiquettes
It requires;
DEDICATION ENTHUSIASM
SKILL
Using your voice:
Do you
Think about how you might modify your voice in certain situations
Speak in complete sentences:
“Hold please”
“Let me look in the system and see what I can find”
o Ask “Is there anything else?”
o “Is there anything else I can help you with today, Mr. Davis?”
Cont..
I am happy to help you out
I understand the inconvenience caused however..
I understand how frustrating it is..
I appreciate your patience in this matter..
I’ll check and be right back
Will you please hold for a moment while I check on that/look into the system
Thanks for waiting/holding
I will have to consult with my colleague
I would suggest…
All you need to do is go on the app
Please accept my apologies
Is there anything else I can help you with?
Thank you for taking the time out to call
Thank you for choosing us(new customer willing to start services)
I don’t know but I will find out for you
Step 2:
Sense the situation from the customers perspective (how you would feel
if you did not receive the product)
Step 3:
Discuss things that are upsetting to the customer
Practicing Empathy
Video
H E A R D
Hear Emphasize Apologize Resolve Diagnose
Understanding
Situation Action
Statement
Elements of Communication
Body Language Tone of Voice Verbal
7%
38%
55%
Body language
Does body language
really matter while
talking over the phone?
• DO: Stand Like Superman
• DON’T: Slouch
THE END