5 Keys to Better than Best Customer Service - Telephone Skills and Etiquette

Keys to Better than Best Customer Service Telephone Skills & Etiquette

Presented by Culture Transformation Resources www.CTRConsultingServices.com

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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.


1.  Provide a Warm Welcome 2.  Connect with Your Customer 3.  Understand Customer Needs

and Priorities 4.  Take Action 5.  Deliver a Memorable Close

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P r o v i d e

•  Brand Greeting

•  Genuine Warm Welcome

•  Introductions

1.

2.

•  Be Kind •  Mind Your Manners •  Build Rapport •  Use the Customer’s Name •  Create Memorable Moments •  Communicate Positively,

Passionately and Professionally

Think like a mirror… Mirrors don’t judge or give advice, they just reflect.

Communicate Positively, Passionately and Professionally

1.  Definitely 2.  Surely 3.  Absolutely 4.  Certainly 5.  Fantastic

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.


•  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.


LEVELS OF LISTENING

1.  Ignoring 2.  Pretend Listening 3.  Selective Listening 4.  Active Listening

5. Empathic Listening


THE CHINESE SYMBOL FOR LISTENING

Take

4.


4. TAKE ACTION

•  Provide Solutions, Options, Alternatives and Information

•  Assumptively Close the Sale •  L.E.A.P. to Calm an Upset

Customer •  Take Ownership

L.E.A.P. TO CALM AN UPSET CUSTOMER.

• Listen

• Empathize

• Apologize

• Problem Solve

•  Use the Guest’s Name •  Thank them for calling / for their business •  Add a personal touch •  Wish them a Fond Farewell

5.


1.  Provide a Warm Welcome 2.  Connect with Your Customer 3.  Understand Customer Needs

and Priorities 4.  Take Action 5.  Deliver a Memorable Close

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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/

5 Keys to Better than Best Customer Service - Telephone Skills and Etiquette

Leadership & Management

Transcript of 5 Keys to Better than Best Customer Service - Telephone Skills and Etiquette