Create the Future Customer Service and Communication.

Slides:

Advertisements

Similar presentations

Telephone Etiquette Topics: Answering the Telephone P.I.C.T.U.R.E

Advertisements

A matter of using courtesy and good manners.

Building Extension’s Brand through…

ENHANCING CUSTOMER SERVICE BY TELEPHONE

First Key to Good Customer Service

On the Telephone! On The Telephone.

Mandy Peterson March 7, 2007 Customer Service Training MASFAP Spring Conference.

Telephone Etiquette.

Business Phone Etiquette. The Telephone and You Provide helpful hints and proven techniques Provide helpful hints and proven techniques Part of doing.

Effective Phone Techniques

Telephone Etiquette.

Telephone Skills.

Also known as decorum, is the code that governs the expectations of social behavior, the conventional norm. It is an unwritten code, but it may evolve.

Telephone Etiquette By: Malcolm Moore.

Helpful Guidelines and Hints

Mandy Peterson March 7, 2007 Customer Service Training MASFAP Spring Conference.

WRSU Customer Service The Beauty of Change. Foreword It is your responsibility to ensure caller satisfaction with your department.

Interpersonal Communication

Soft Skills for a Digital Workplace: Verbal Communication Unit C: Developing Professional Telephone Skills.

C O R P O R A T I O N January 15, 2014 Confidential: © Victiva Corporation.

Provided by the LAUSD Food Services Division

Welcome to lesson one in the Customer Service module

Common Sense Customer Service All the people we come into contact with during the day are our customers. Customers include students, parents, visitors,

Communication skills Communication Skills.

By: Masilang, Rosen M.. Telephone etiquette refers to a set of rules that apply when people make calls to others or when they are receiving a phone call.

Essential Telephone Etiquette E-Learning.  Presenting a professional image  Speaking Style  Usage of Tone  Usage of Language  Do’s & Don'ts.

By Shana Kennon. Answer the Telephone Effectively  When your telephone rings, answer quickly, between the first and second ring if possible, and definitely.

Electronic Etiquette Ann Marie Sabath: Business etiquette : 101 ways to conduct business with charm and savvy, Career Press. Virginia Shea: Netiquette,

COMMUNICATION SKILLS.

What do all of these have in common?

Tips for Effective Communication

Telephone Etiquette Michael Clark.

TELEPHONE ETIQUETTE Answering the Phone (If not done properly, can leave extremely bad impression) Before answering the phone –Discontinue other conversations.

1 DA 117 Practice Management Communication and Telephone Skills.

National MedTrans Network & CenterLight

Our Reputation Our Credibility Our Professionalism Is Reflected in How We Handle Each and Every Call.

Top Ten Telephone Techniques University Human Resources Professional Development Program A self-study workshop.

A guide for using the telephone

Commitment to Customer Care Providing a high quality patient experience ~ supported by The Institute of Customer Service ~

Interpersonal Communication. Social and Professional Interpersonal Situations Making introductions Making requests Asking and answering questions Speaking.

Customer Service. Objectives What is the definition of customer service? What are the principles of good customer service? Who are our customers? What.

Presented by Jason Kahn Director, School Relations “Who Dis” Customer Service: Your Gateway to Success.

WELCOME TO UNIT 6 Customer Service MT 221 Marilyn Radu, Instructor.

Professionalism: The Key to Career Success David Cohen

CBP Program – Business Etiquette

Interpersonal Communication. Introduction Interpersonal communications means "showing appropriate ways to exchange your ideas and needs."

TELEPHONE ETIQUETTE.

Telephone is an indispensable business technology that makes keeping in touch and doing business both efficient and easy.

CHAPTER 19 Communication Skills.

© 2011 South-Western | Cengage Learning GOALS LESSON 3.2 SERVICE BY TELEPHONE Discuss the elements of business telephone etiquette Describe how telephone.

TELEPHONE SKILLS USING THE PHONE TO HELP WITH YOUR JOB SEARCH.

National Medtrans Network & CenterLight NON EMERGENCY MEDICAL DRIVER ORIENTATION / INSERVICE Day:____________Date:____________.

Phone Etiquette Let them hear the smile!. Our Main Goal Make a positive impression! Customer Satisfaction.

Interpersonal Communication. Why study interpersonal communication? Improve relationships with family –Earliest communication; large factor in how we.

Telephone Etiquette Jolie Richards, Belmira Machado & Xander Jacques.

James Martin G. Domdom ENSP2 Mr. Xavier Aquino Velasco – Associate/Lectrurer III, FEU Tech.

Working in Teams Communication Support. Communicate Effectively To be a successful team, you need to be able to communicate well together How?

Instructor: Audience: Contact Center Agents TEMPLATE INSTRUCTIONS: This training template was created to assist Contact Center Managers in their efforts.

文秘英语 Angelina Wang 文秘英语 --by Angelina Wang.

Understanding Business/Workplace Etiquette

TELEPHONE ETIQUETTE Presented by Poorni D C. INCOMING CALL.

Telephone Etiquette.

Objectives Answering Calls Tactful Responses Taking Messages

Office Etiquette.

Registering First Impressions

Talking on the Phone.

CUSTOMER SERVICE DONE RIGHT!

PHONE ETIQUETTE ANSWERING PHONES.

Business Phone Etiquette

Presentation transcript:

Create the Future Customer Service and Communication

Create the Future Who We Are Kyle Rubin, Admissions Marie Ryding, Financial Aid

Create the Future Corporate Role Models

Expectations Create the Future

Perception = Reality Create the Future

Messages We Send

Create the Future Messages We Send

Create the Future Messages We Send

Create the Future

Messages We Send

Create the Future

Messages We Send

Create the Future Messages We Send

Create the Future Messages We Send

Create the Future Messages We Send

Create the Future Messages We Send

Create the Future First Impressions Scenario

First Impressions Create the Future Remember, within the first three seconds of a new encounter, you are evaluated While you’ve repeated yourself a million times, it’s the first time your customer has heard the response Be aware of localisms Actions speak louder than words What are you wearing?

Create the Future Appropriate Conversations Scenario

Appropriate Conversations Create the Future People’s hearing is better than we remember Comfort levels vary Adjust to your audience Keep personal matters to a minimum

Create the Future Phone Etiquette Scenario

Phone Etiquette Create the Future Answer promptly (before the third ring if possible). Before picking up the receiver, discontinue any other conversation or activity such as eating, chewing gum, typing, etc that can be heard by the calling party. Speak clearly and distinctly in a pleasant tone of voice. Use hold button when leaving the line so that the caller does not accidentally hear conversations being held nearby. Source: Fullterton.edu

Phone Etiquette Create the Future When transferring a call, be sure to explain to the caller that you are doing so and where you are transferring them. If the caller has reached the wrong department, be courteous. Sometimes they have been transferred all over campus with a similar question. Source: Fullterton.edu If you have caller ID, don’t use it to surprise the caller. If the caller is in a bad mood or rude, you always remain calm. Provide all the help you can and never respond to verbal attacks.

Service Recovery Create the Future Stay calm Listen Know when to call in for “back-up” Don’t “drop” to their level Be honest but positive Be aware of “promises”

General Rules To Live By Create the Future ALWAYS be helpful, courteous, and knowledgeable Take the extra step (give them the pickle) Treat people with courtesy and respect Each customer is unique Teamwork is vital

Create the Future Questions?