Professional Documents
Culture Documents
CUSTOMER SERVICE
The Positive and Service-Oriented
Mentality
OBJECTIVES
EXERCISE
Using sheets of paper, enumerate what you think will be your “needs”
when you subscribe to an internet service. Enumerate what your
needs are when you deal with the internet service provider.
1) Quality Customer Service
EXERCISE
Listen to this…
1) Quality Customer Service
Customer Satisfaction
Clarifying Inquiries
Opening the Call and
Concerns
Introducing
Resolutions/ Discussing Details
Positions
Summarizing
& Closing the Call
3) The Call Flow
We thank our customer for the time they spent to call us.
Remember to say the company name clearly so that the
customer will know that he/she reached the correct line.
Identify Yourself
Yes, this is John Humphrey and I’m calling about the discount
coupon I received last Tuesday. Is there anyway I can still use
it next time I buy from you?
I called because the yellow file folders I bought from you were
all crumpled when they got to me. Your warehousing staff
really need to improve on how they keep your stocks. The
green ones were dilapidated, while the red folders were
watermarked. Are your trucks really that bad? Or did you give
me crappy stuff?
Yes, this is John Humphrey and I’m calling about the discount
coupon I received last Tuesday. Is there anyway I can still use
it next time I buy from you?
EXERCISE
Listen to the recordings your trainer will access. Have your Buddy
listen to the way you would Clarify the customers’ concerns. Take
turns doing this after each recording.
Call 1: Call 3:
Call 2: Call 4:
3) The Call Flow
D. Discussing in Detail
This part of the Call Flow allows you to Develop your issue
resolution/ position with details to give it body. Select the best
strategy that would make the discussion organized, concise,
and clear:
Remember to ask yourself the following as well:
Clarifying Inquiries
Difficult
Opening the Call and Questions
Concerns
Difficult
Questions
Transfer Introducing
needed
Resolutions/ Discussing Details
Positions
Transfer
Summarizing
needed
& Closing the Call
3) The Call Flow
Difficult
Difficult Questions, Dead Air is defined
Questions
Research and Order to be the
Processing cause unnecessary and
Research Dead Air during any uncomfortable
Needed “Live” discourse with silence during a
customers. conversation.
Order
Processing
Dead Air during a call might allow the
customer to think that you don’t know
what you’re doing or that the company
you’re representing is simply inefficient in
dealing with its own customers.
3) The Call Flow
Okay. Go on.
Yes.
Transferring Calls