1. Customer Care on the Telephone
Your Name

2. 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

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

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

6. Lady or musician?

7. How many legs?

8. Giraffe?

9. 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’.

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

11. Key Communication Skills
Build Rapport
Listening
Questioning

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

13. 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

14. Four Types of Questions
Confirming
Attitude
New information
Commitment

15. Improving Your Telephone Tone
Inflection
Volume
Pacing the Customer

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

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

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

19. 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