Customer Care on the Telephone

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Presentation transcript:

Customer Care on the Telephone Your Name

Objectives At the end of this session you will be able to: Explain the importance of being customer-centred Meet the needs of customers Build and maintain rapport with customers Reframe negative statements into positives Follow three steps to meet customer needs Identify methods of dealing with customer complaints

Being Customer-Centred Customer retention and loyalty New customers Increased market share Enhanced service development Staff satisfaction and motivation Increased profitability Customer

What do customers want? Listen to them Understand them Care about them Treat them intelligently Treat them as individuals

Lady or musician?

How many legs?

Giraffe?

Being Assertive Means…. ‘Being able to say what you feel, need or want in a confident manner, whilst remaining aware of other people’s feelings, needs and wants at the same time’.

Five Steps to Assertiveness Be Open and Honest Show Understanding Be Specific Consider the impact Listen

Key Communication Skills Build Rapport Listening Questioning

A Final Thought on Active Listening…. Be interested, not interesting

Asking the Right Questions Get the answer to the most urgent and important things you need to find out Phrase your questions in an effective manner Present them in an appropriate sequence

Four Types of Questions Confirming Attitude New information Commitment

Improving Your Telephone Tone Inflection Volume Pacing the Customer

Three Steps to Recommendation Identify the need What information? From where? The right response and follow-up

A Customer Expects …. Positive Staff The right product The right place price The right time

The five steps to dealing with complaints Commitment to act Blame free Seek feedback Analyse root causes Communication

Objectives Now you can: Explain the importance of being customer-centred Meet the needs of customers Build and maintain rapport with customers Reframe negative statements into positives Follow three steps to meet customer needs Identify methods of dealing with customer complaints