|
|
| (7 intermediate revisions by 2 users not shown) |
| Line 1: |
Line 1: |
|
| |
|
| == '''What is Customer Service?''' ==
| |
|
| |
| A set of behaviours by an individual (you)
| |
| to someone who
| |
| depends on or benefits from a product
| |
| or service(your customer).
| |
|
| |
| [[file]]
| |
|
| |
| == '''The Greeting/Introduction''' ==
| |
|
| |
| A verbal handshake:<br />
| |
|
| |
| :o Well placed<br />
| |
| :o Enthusiastic<br />
| |
| :o Sincere<br />
| |
|
| |
| E.g.:
| |
| Welcome (e.g. time of day)
| |
| Introduction (e.g. Flashbay)
| |
| Personal (e.g. your name)
| |
| Help (e.g. offer of assistance/Reason for call.)
| |
|
| |
|
| |
| Side notes:
| |
|
| |
| - Use customers name instead of sir or madam
| |
| - If possible make it personal - if it’s a regular caller - refer to the last conversation.
| |
| - Smile even though you are on the telephone
| |
| - Asking people to hold
| |
| - Give them the option
| |
| - Thank them for holding no need to apologise but do thank them for their patience
| |
|
| |
|
| |
| == '''First Impressions''' ==
| |
|
| |
| You don’t get a second chance to make a first impression! (First 5 seconds)
| |
|
| |
| - You also just have a few seconds to capture the attention of the caller<br />
| |
| - Last impressions are just as important<br />
| |
| - Always finish the call as strongly as you opened it<br />
| |
|
| |
| :o Summarise – recap/next steps<br />
| |
| :o Thank them for their time/business<br />
| |
| :o Check that they are satisfied with the information<br />
| |
| :o Reiterate your contact details<br />
| |
| :o Pleasantry<br />
| |
|
| |
|
| |
| == '''Four Basic Psychological Needs''' ==
| |
|
| |
|
| |
| 1) To be valued as an Individual<br />
| |
| :o Use their name<br />
| |
| :o Adapt to their way of communicating<br />
| |
| :o Listen<br />
| |
|
| |
|
| |
| 2) To be in Control<br />
| |
| :o Offer precise choices<br />
| |
| :o Ask Open and Closed questions<br />
| |
|
| |
|
| |
| 3) To have strong Self - Esteem<br />
| |
| :o Avoid jargon<br />
| |
| :o Comment and Compliment<br />
| |
|
| |
|
| |
| 4) To receive Professional Attention.<br />
| |
| :o Take ownership<br />
| |
| :o Focus on them<br />
| |
