Keys to Better than Best Customer Service Telephone Skills & Etiquette
Presented by Culture Transformation Resources www.CTRConsultingServices.com
5
Culture Transformation Resources, LLC * www.CTRConsultingServices.com
CUSTOMER MINDSET
• Greet me. • Respect me. • Value me. • Help me. • Listen to me. • WOW me. • Invite me back.
Culture Transformation Resources, LLC * www.CTRConsultingServices.com
1. Provide a Warm Welcome 2. Connect with Your Customer 3. Understand Customer Needs
and Priorities 4. Take Action 5. Deliver a Memorable Close
5
2.
• Be Kind • Mind Your Manners • Build Rapport • Use the Customer’s Name • Create Memorable Moments • Communicate Positively,
Passionately and Professionally
1. I will definitely make sure that your information is entered correctly.
2. You will surely enjoy this amazing vacation. 3. I absolutely agree with you. 4. I can certainly help you. 5. This is a fantastic option for your family.
Let’s look at this… • Certainly, I’d be happy to assist you with
that today. • With pleasure… • I’d be delighted to assist you. • That’s a great question… • I would be more than happy to…
That’s a great choice… • That’s one of our most popular choices. • This is a very popular item. • We have had a lot of positive feedback on
that item. • That’s one of our most popular choices.
I’m hoping you’ll really enjoy… • What some of my other customers have done
is… • Many of our customers prefer… • What other customers have done in your
position is… • My personal favorite choice is…
I am happy to help. • I’m sure I can help… • Please allow me to assist in resolving this… • Let’s see what we can do about this right away. • The best way to get you what you want is... • As a solution, may I suggest…
One Moment Please. • Ask the customer’s permission before placing
them on hold. • Provide frequent updates to customer on hold. • Always thank the customer for their patience. • When transferring, announce the caller and
provide pertinent information.
Culture Transformation Resources, LLC * www.CTRConsultingServices.com
• Collect and Verify Information • Fact-Find and Ask Open-Ended
Questions • Determine the Customer’s
Primary Need and Stay Focused on Satisfying It
• Listen Empathically
3.
Culture Transformation Resources, LLC * www.CTRConsultingServices.com
LEVELS OF LISTENING
1. Ignoring 2. Pretend Listening 3. Selective Listening 4. Active Listening
5. Empathic Listening
Culture Transformation Resources, LLC * www.CTRConsultingServices.com
THE CHINESE SYMBOL FOR LISTENING
Culture Transformation Resources, LLC * www.CTRConsultingServices.com
4. TAKE ACTION
• Provide Solutions, Options, Alternatives and Information
• Assumptively Close the Sale • L.E.A.P. to Calm an Upset
Customer • Take Ownership
• Use the Guest’s Name • Thank them for calling / for their business • Add a personal touch • Wish them a Fond Farewell
5.
Culture Transformation Resources, LLC * www.CTRConsultingServices.com
1. Provide a Warm Welcome 2. Connect with Your Customer 3. Understand Customer Needs
and Priorities 4. Take Action 5. Deliver a Memorable Close
5
www.CTRConsultingServices.com
Pleasecontactusforthecompletepresentationorotherpresentations:• 21TipstoImproveCultureandEmployeeEngagement• PresentwithPower,PassionandPositivity• AwakentheWorkingDead• CultureEatsStrategyforBreakfast,LunchandDinner• DiggingforGoals• Leading5GenerationsintheWorkplace
Ms.Harrisisavailableforkeynotepresentations,managementtraining,leadershipworkshops,retreatsandothercorporateandnon-profitengagements.
Andre S. HarrisPresidentCultureTransformationResources,LLCwww.CTRConsultingServices.comAndre@CTRConsultingServices.com1-877-CTR-1236 OR [email protected]/pub/andre-harris/31/56a/744/