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| '''Introduction'''
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| We want to give every customer the "Flashbay" experience.
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| Our customers receive a high quality product in addition to an exceptional customer service.
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| Happy customers which are treated the right way will come back to you an a regular basis to reorder.
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| == '''What is Customer Service?''' ==
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| A set of behaviours by an individual (you)
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| to someone who
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| depends on or benefits from a product
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| or service (your customer).
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| The Bataris Box below shows how your attitude and behaviour towards your customers will affect their behaviour and attitude.
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| [[file:Bataris Box.png]]
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| == '''The Greeting/Introduction''' ==
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| The initial greeting is like a verbal handshake. By the tone of a few words, you can convey a friendly welcome, which will imply your willingness to be helpful.
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| The greeting has to be well placed, enthusiastic and sincere.
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| E.g. for inbound calls:
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| Good morning, you came through to John Smith at Flashbay. How may I help you today?
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| E.g. for outbound calls:
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| Good afternoon, my name is John Smith calling from Flashbay. May I speak to Mr. XY please?
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| More tips:
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| Use your customers names instead of sir or madam and if possible refer to the last conversation to achieve a personal connection.
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| Even though you are on the telephone you should smile through out the whole conversation.
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| You should give your customers the option when putting them on hold. Ask them if it is ok for them to wait on the line or rather like a call back later.
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| Don't apologise to your customers for holding, instead thank them for holding and their patience.
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| == '''First Impressions''' ==
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| You don’t get a second chance to make a first impression! (First 5 seconds)
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| - You also just have a few seconds to capture the attention of the caller<br />
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| - Last impressions are just as important<br />
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| - Always finish the call as strongly as you opened it<br />
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| :o Summarise – recap/next steps<br />
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| :o Thank them for their time/business<br />
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| :o Check that they are satisfied with the information<br />
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| :o Reiterate your contact details<br />
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| :o End it with a pleasantry<br />
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| == '''Four Basic Psychological Needs''' ==
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| Every human being has four basic psychological needs.
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| To be successful on the phone you should:
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| 1) Value your customer as an Individual<br />
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| :o Use their name<br />
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| :o Adapt to their way of communicating<br />
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| :o Listen<br />
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| 2) Be in Control<br />
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| :o Offer precise choices<br />
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| :o Ask Open and Closed questions<br />
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| 3) Have strong Self - Esteem<br />
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| :o Avoid jargon<br />
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| :o Comment and Compliment<br />
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| 4) Provide Professional Attention.<br />
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| :o Take ownership<br />
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| :o Focus on them<br />
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