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| [[Customer Service Training|Back to Customer Service Training Content]]
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| [[Customer Service Training|<< Previous Article]] | [[Poor Telephone Communication|Next Article >>]]
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| '''Introduction'''
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| We want to give every customer the full "Flashbay" experience.
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| Our aim is to ensure that our customers receive a high quality product in addition to exceptional customer service.
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| Happy customers who have received excellent customer service will come back to you on a regular basis to reorder.
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| == '''What is Customer Service?''' ==
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| 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.
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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. Through the tone of the first few words exchanged, you can convey a friendly welcome, implying and demonstrating your willingness to be helpful.
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| The greeting has to be well placed, enthusiastic and sincere.
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| An example for inbound calls might be:
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| :Good morning, thank you for calling Flashbay, John Smith speaking, how may I help you?
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| An example for outbound calls might be:
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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 rather than sir or madam and (if possible) always refer to the last conversation to achieve a personal connection.
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| Even though you are on the telephone you should smile throughout the whole conversation.
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| Always ask for the customers permission before putting them on hold.
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| When taking a customer off hold remember to thank them for holding rather than apologising.
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| == '''First/Last Impressions''' ==
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| You don’t get a second chance to make a first impression!
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| - You only have a few seconds (approximately 5) to capture the attention of the caller
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| - Last impressions are just as important
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| - Always finish the call as strongly as you opened it:
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| :o Summarise – recap/next steps
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| :o Thank them for their time/business
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| :o Check that they are satisfied with the information that you have provided them with during the call
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| :o Reiterate your contact details
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| :o End the call with a pleasantry e.g. "Have a nice afternoon".
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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
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| :o Use their name
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| :o Adapt towards their style of communication
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| :o Listen
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| 2) Be in control
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| :o Offer precise choices
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| :o Ask both open and closed questions as appropriate
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| 3) Have strong self-esteem
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| :o Avoid jargon
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| :o Comment and compliment
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| 4) Provide professional attention
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| :o Take ownership
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| :o Focus on them
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| [[Customer Service Training|<< Previous Article]] | [[Poor Telephone Communication|Next Article >>]]
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