Portfolio

How does effective communication

help to build rapport with customers
in the workplace?

Yanixa Narel Pérez Jiménez

 Call transfers Call holding
definition: is a telecommunications
definition: means the queuing of customer
mechanism that enables a user to relocate
calls awaiting availability of a reservations
an existing telephone call to another phone
operator (feature in which a user may retain
or attendant console (process of relocating
an existing call while accepting or
an inbound call to another phone or
originating another call).
messaging system).
sentence: my friend put my call on hold to
sentence: The operator is going to Transfer
answer the call to her mom
my call to another person.
Leave and take Handling aggressive
messages customers
definition: Start by staying calm, maintaining eye
definition: Leave a message with the
contact, and listening to customer complaints.
secretary, on the answering machine, etc.
Also, ask questions to better understand the
(carrying a message means someone called
problem and show the customer that you are
your number looking for it but you didn't
genuinely interested in listening and helping.
answer and left a voicemail).
sentence: I had an aggressive client so I calmed
sentence: I tried calling you, but you didn't
her down and helped her solve her problem.
pick up so I left a message.
 Techniques to provide feedback
Good listening skills and check for understanding.
definition: Effective listening is actively absorbing
definition: describe,express, specify,
the information given to you by a speaker,
consequences- is a simple and powerful way to
showing that you are listening and interested, and
express to an individual what you would like them
providing feedback to the speaker so that he or
to do more, less, or differently to enhance their
she knows the message was received.
performance and maximise their effectiveness.
sentence: listen carefully to the customer's
sentence: You should be more courteous with
request and ask their preferences regarding the
customers.
product.
 Time
management
definition: is the process of organizing
and planning how to divide your time
between different activities.
sentence: I manage my time to have my
schedule of activities and work
organized
Emotional
Intelligence
definition: is the ability to understand, use,
and manage your own emotions in positive
ways to relieve stress, communicate
effectively, empathize with others, overcome
challenges and defuse conflict.
sentence: we have to be empathic with our
colleagues
 Troubleshooting
definition: is a systematic approach to solving
a problem. The goal of troubleshooting is to
determine why something does not work as
expected and explain how to resolve the
problem. The first step in the troubleshooting
process is to describe the problem completely.
sentence: follow the error messages to
troubleshoot.
Working under
pressure
definition: It is the ability to deal with
constraints that are often beyond your control
(resource or time constraints, the difficulty of
the task, having insufficient knowledge to
complete the task, unforeseen changes or
problems).
sentence: I work well under pressure.
Reading/ Understanding
the client
definition: Learn to listen to your
interlocutor, client, supplier or supervisor
and try to understand him in order to help
him or give an opinion.
sentence: Learning to listen to the
customer is extremely important to give
good service.
Persuasion
definition: It is a process in which a
person tries to influence another person
or group of people to change their beliefs
or behaviors.
sentence: the seller persuaded me to buy
more discounted products
 Ability for closure
(negotiation) After-sales
definition: In the closing stage, both parties reach an
agreement and formalize it. This involves making
service
definition: is any support provided to a
sure the agreement meets the needs of both parties,
customer after the product or service has
clearing up any outstanding issues, and making sure
already been purchased.
everyone is happy with the outcome.
sentence: I will call my lawyer to finish
sentence: I reached an agreement with the owner
the post-sale.
and tomorrow we sign the contract.
Perform assessments
definition: is a task students must perform
instead of than write a test. Performance
assessments consist of open-ended
response exercises, extended tasks and
portfolios.
sentence: tomorrow I will do some
practice tests.
Service levels
definition: describes the services that a network
service provider provides to a customer within a
given period of time. When used as a call center
metric, service level measures the percentage of
incoming calls that are answered live by an agent
in a set period of time.
sentence: she answers many calls in a short time
that is why she has such a high level of service.
 Credibility
definition: It is defined as the quality of being
trustworthy and believing. Customers want to
buy from people they know, like, and trust. In
other words, sales professionals with credibility,
which means being credible, convincing, and
someone who can be trusted.
sentence: I only buy him, I trust him, that's why I
buy only in his store.
Thank
you!