|
|
| (One intermediate revision by one other user not shown) |
| Line 1: |
Line 1: |
|
| |
|
| '''Introduction'''
| |
|
| |
| We want to give every customer the full "Flashbay" experience.
| |
|
| |
| Our aim is to ensure that our customers receive a high quality product in addition to exceptional customer service.
| |
|
| |
| Happy customers who have received excellent customer service will come back to you on a regular basis to reorder.
| |
|
| |
|
| |
| == '''What is Customer Service?''' ==
| |
|
| |
| Customer service is a set of behaviours exhibited by an individual (''you'') toward someone else (''your customer'') who depends on or benefits from a product or service.
| |
|
| |
| The "Bataris Box" below shows how your attitude and behaviour towards your customers will affect their behaviour and attitude.
| |
|
| |
| [[file:Bataris Box.png]]
| |
|
| |
|
| |
| == '''The Greeting/Introduction''' ==
| |
|
| |
| The initial greeting is like a verbal handshake. Through the tone of the first few words exchanged, you can convey a friendly welcome, implying and demonstrating your willingness to be helpful.
| |
| The greeting has to be well placed, enthusiastic and sincere.
| |
|
| |
| An example for inbound calls might be:
| |
|
| |
| :Good morning, thank you for calling Flashbay, John Smith speaking, how may I help you?
| |
|
| |
| An example for outbound calls might be:
| |
|
| |
| :Good afternoon, my name is John Smith calling from Flashbay. May I speak to Mr. XY please?
| |
|
| |
| More tips:
| |
|
| |
| Use your customers names rather than sir or madam and (if possible) always refer to the last conversation to achieve a personal connection.
| |
|
| |
| Even though you are on the telephone you should smile throughout the whole conversation.
| |
|
| |
| Always ask for the customers permission before putting them on hold.
| |
|
| |
| When taking a customer off hold remember to thank them for holding rather than apologising.
| |
|
| |
|
| |
| == '''First/Last Impressions''' ==
| |
|
| |
| You don’t get a second chance to make a first impression!
| |
|
| |
| - You only have a few seconds (approximately 5) to capture the attention of the caller
| |
|
| |
| - Last impressions are just as important
| |
|
| |
| - Always finish the call as strongly as you opened it:
| |
|
| |
| :o Summarise – recap/next steps
| |
|
| |
| :o Thank them for their time/business
| |
|
| |
| :o Check that they are satisfied with the information that you have provided them with during the call
| |
|
| |
| :o Reiterate your contact details
| |
|
| |
| :o End the call with a pleasantry e.g. "Have a nice afternoon".
| |
|
| |
|
| |
| == '''Four Basic Psychological Needs''' ==
| |
|
| |
| Every human being has four basic psychological needs.
| |
|
| |
| To be successful on the phone you should:
| |
|
| |
| 1) Value your customer as an individual
| |
|
| |
| :o Use their name
| |
|
| |
| :o Adapt towards their style of communication
| |
|
| |
| :o Listen
| |
|
| |
|
| |
| 2) Be in control
| |
|
| |
| :o Offer precise choices
| |
|
| |
| :o Ask both open and closed questions as appropriate
| |
|
| |
|
| |
| 3) Have strong self-esteem
| |
|
| |
| :o Avoid jargon
| |
|
| |
| :o Comment and compliment
| |
|
| |
|
| |
| 4) Provide professional attention
| |
|
| |
| :o Take ownership
| |
|
| |
| :o Focus on them
| |
