GREET TO IMPRESS!!

Your greeting is your first and only step

towards creating a great lasting
impression and helping your caller feel
welcomed, comfortable, understood and
important.
 Let’s Greet to impress!!
Speak clearly and in an upbeat tone, stating your name and brand immediately upon connection
“Thank you for calling (brand), this is (your name), how may I help you today?”
Acknowledge - Empathize - Respond (AER):
• Actively listen, wait for customer to explain the reason for calling completely, (do not interrupt with assumption)
Restate/confirm your understanding when applicable
• Provide empathy & apology as relevant to customer’s situation
“I am so sorry to hear about(Paraphrase request/concern) …. My apologies for the inconvenience…”
Provide Willingness to Help:
• Provide clear and genuine Assurance of Help
” I will be more than happy to help you” / “I will make sure this will be taken care of today”
 Remember!
● Thank your customer
● Identify the Company
● Identify yourself
● Offer assistance
 The more we strive to understand,
the better we can help.
Customers call for different reasons.
They also have different needs:
Emotional and Practical needs.
So Let’s start to resolve the customer’s Emotional needs before you start to
resolve their practical concerns.
This will help you communicate better and build trust!!

Let’s Identify their

Condition:
 Identifying Customers Conditions
COMFORTABLE How to Recognize: InDecISivE How
•
TO reCOgNizE:
Unsure
• Open to Greeting
• Slow Pace & Long Pauses
• Speaks Relaxed
• Tone is Comfortable
•
How DO we REsPonD:
Easy Going Pace

How do we Respond:
• Appreciation • Reassure and Confident

• Show Enthusiasm • Proving Question, Educate and give Guidance

• Call Control & Asking Closed Ended Questions • Assume Control Gently and Point out the Best Course of
Action

How to Recognize: How to Recognize:

•
•
Firm Opening

Fast Pace
INSISTENT •
•
Firm Opening

Fast Pace and Impatient

ANGRY
• Impatient or Demanding
• Demanding and Angry

How do we Respond: How do we Respond:

• Confirm you Will take Action
• Acknowledging their feelings
• Demonstrate a Sense of Urgency
• Express: Empathy, Apologize, Reassure & Confirm

• Confirm Expectations while giving

• Demonstrate a Sense of Urgency
Details
Words to “You’ve got the wrong department”
“I can’t do that”
“No!”

Avoid “You don’t understand…”

“We have lots of other customers right now…”
“You should’ve called before…”
“My supervisor will tell you the same thing…”
“I don’t know… maybe… perhaps…”
“You are wrong…”
“They charged you…”
“Wait a second…”
“Like I said/As I Said…”
 BUILD TRUST
“To acknowledge the customer’s Emotional needs
before you start to resolve their Practical
concerns”
A core value that will help you build trust:

“Take initiative to improve

everything“
● “I’m Sorry”.
● If we remember that the customer is our boss, we
A sincere apology will give you more credibility with
might treat them differently.
your customer.
● Don't be quick to give excuses.

Humbleness Sincerity
We Need 4 Elements to
Repair Trust
Knowledgeable Willingness
● “ I’m the one who is going to help you”
● Tools
● “I’ll be more than glad to assist you”
● Training
● “Consider it Done”
● Coaches
● “Definitely”
 LET'S BE HONEST !!
CUSTOMERS ARE NOT ALWAYS RIGHT
However…
It's always OUR job to make sure EVERY customer feels:

“RIGHT AND SMART”

 THE TECHNIQUE

lAM A
LISTEN ACKNOWLEDGE MAKE A STATEMENT

• Judge the message, not the

ASK A QUESTION

person
• Acknowledge the customer’s
feelings
• Deal one concern at a time
• Make them feel Right and Smart
Let's Roleplay
 DELIVERING BAD NEWS…
WITH A POSITIVE APPROACH!

There are some situations where customers

cannot have what they want. The service may not
exist or It may not be possible in the time frame
the customer wants.
 In these situations, start and maintain a sincere,
helpful and positive tone, not negative. A simple "no"
or “I’m sorry” is not good enough. In fact, the may
react negatively, becoming more upset or angry.
 A "we can’t do that" attitude is not good enough.
A 'no' attitude will let the customer walk out to try another
company. People don't contact customer service to have
policies read back to them verbatim. They want help making
the right decision. Strive to find a solution that meets the
customer needs. Focus on the what ‘we can do’ , not the
what ‘we can’t’.
Every transaction should be approached with a can do response.
If the "no" is followed or preceded by "we can do this".
it can significantly reduce the negative impact.
Even if the need cannot be met, a can do person will leave a far
more positive impression on the customer.
 Consider the following responses:
Negative language: "I can't process your refund immediately, I don’t have the system"

Positive language: "In order to fulfil your refund, we would have to submit the request to
the right department, and I can help you with that, should we start the process?…”
 Happy Customer Checklist
✔Be courteous, ask permission to place on Hold
❏
✔Recap what has been done.
❏
✔Speak clearly, use mute when you cough, etc.
❏
✔Listen as the call closes… Make sure they feel; they have
❏
been helped.
Thank you for
Listening