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Obectives
- Learn how to respond in a way that meets or exceeds customer expections
- Understand the important role being telephone pro plays in Service Excellence
- Learn how to use courtesy to produce positive outcomes
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Steps for Service Excellence
- Make Connction
- Exchange Information
- Take Action
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Importance of call
- Customers call for specific reasons
- Not to chat
- Important information or action
- First impression essential
- Pleasant and professional
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Customer Needs
- Information they need.
- Connection w/someone who will help them
- To know that you know what you are doing
- That they can count on you
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Time Sensitivity
- Over-estimate wait time
- Keep wait time short
- Make time spent waiting fell as short as possible
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Answering the Phone
- Answer promptly
- Stop everything else
- Give undivided attention
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What's in a Greeting?
- Identify your department
- Identify yourself
- Follow with a service greeting
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Listening Effectively
- Encourage talk
- Do not interupt
- Repeat back
- Listen for feelings
- Seek more information
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Effective Communication
- Speak clearly and smile
- Pleasant tone
- Take notes
- Control volume and speed of voice
- Enthusiasm and respect
- Never eat, drink, or chew gum
- Avoid jargon and acronyms
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Effective Communication 2
- Give reasons
- Step by step insturctions
- Use hold button
- Open-ended questions
- Be concerned, empathetic, and apologetic
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