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5 Keys to Better than Best Customer Service - Telephone Skills and Etiquette

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Andre Hannemann Harris
Andre Hannemann Harris

5 Keys - Telephone Skills and Etiquette 1. Provide a Warm Welcome 2. Connect with Your Customer 3. Understand Customer Needs and Priorities 4. Take Action 5. Deliver a Memorable Close

Leadership & Management
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Keys to Better than Best Customer Service Telephone Skills & Etiquette Presented by Culture Transformation Resources www.CTRConsultingServices.com 5
Culture Transformation Resources, LLC * www.CTRConsultingServices.com CUSTOMER MINDSET •  Greet me. •  Respect me. •  Value me. •  Help me. •  Listen to me. •  WOW me. •  Invite me back.
Culture Transformation Resources, LLC * www.CTRConsultingServices.com 1.  Provide a Warm Welcome 2.  Connect with Your Customer 3.  Understand Customer Needs and Priorities 4.  Take Action 5.  Deliver a Memorable Close 5
P r o v i d e •  Brand Greeting •  Genuine Warm Welcome •  Introductions 1.
2.
2. •  Be Kind •  Mind Your Manners •  Build Rapport •  Use the Customer’s Name •  Create Memorable Moments •  Communicate Positively, Passionately and Professionally
Think like a mirror… Mirrors don’t judge or give advice, they just reflect.
Communicate Positively, Passionately and Professionally
1.  Definitely 2.  Surely 3.  Absolutely 4.  Certainly 5.  Fantastic
1.  I will definitely make sure that your information is entered correctly. 2.  You will surely enjoy this amazing vacation. 3.  I absolutely agree with you. 4.  I can certainly help you. 5.  This is a fantastic option for your family.
Let’s look at this… •  Certainly, I’d be happy to assist you with that today. •  With pleasure… •  I’d be delighted to assist you. •  That’s a great question… •  I would be more than happy to…
That’s a great choice… •  That’s one of our most popular choices. •  This is a very popular item. •  We have had a lot of positive feedback on that item. •  That’s one of our most popular choices.
I’m hoping you’ll really enjoy… •  What some of my other customers have done is… •  Many of our customers prefer… •  What other customers have done in your position is… •  My personal favorite choice is…
I am happy to help. •  I’m sure I can help… •  Please allow me to assist in resolving this… •  Let’s see what we can do about this right away. •  The best way to get you what you want is... •  As a solution, may I suggest…
One Moment Please. •  Ask the customer’s permission before placing them on hold. •  Provide frequent updates to customer on hold. •  Always thank the customer for their patience. •  When transferring, announce the caller and provide pertinent information.
Culture Transformation Resources, LLC * www.CTRConsultingServices.com •  Collect and Verify Information •  Fact-Find and Ask Open-Ended Questions •  Determine the Customer’s Primary Need and Stay Focused on Satisfying It •  Listen Empathically 3.
Culture Transformation Resources, LLC * www.CTRConsultingServices.com LEVELS OF LISTENING 1.  Ignoring 2.  Pretend Listening 3.  Selective Listening 4.  Active Listening 5. Empathic Listening
Culture Transformation Resources, LLC * www.CTRConsultingServices.com THE CHINESE SYMBOL FOR LISTENING
Take 4.
Culture Transformation Resources, LLC * www.CTRConsultingServices.com 4. TAKE ACTION •  Provide Solutions, Options, Alternatives and Information •  Assumptively Close the Sale •  L.E.A.P. to Calm an Upset Customer •  Take Ownership
L.E.A.P. TO CALM AN UPSET CUSTOMER. • Listen • Empathize • Apologize • Problem Solve
•  Use the Guest’s Name •  Thank them for calling / for their business •  Add a personal touch •  Wish them a Fond Farewell 5.
Culture Transformation Resources, LLC * www.CTRConsultingServices.com 1.  Provide a Warm Welcome 2.  Connect with Your Customer 3.  Understand Customer Needs and Priorities 4.  Take Action 5.  Deliver a Memorable Close 5
www.CTRConsultingServices.com Please contact us for the complete presentation or other presentations: •  21 Tips to Improve Culture and Employee Engagement •  Present with Power, Passion and Positivity •  Awaken the Working Dead •  Culture Eats Strategy for Breakfast, Lunch and Dinner •  Digging for Goals •  Leading 5 Generations in the Workplace Ms. Harris is available for keynote presentations, management training, leadership workshops, retreats and other corporate and non-profit engagements. Andre S. Harris President Culture Transformation Resources, LLC www.CTRConsultingServices.com Andre@CTRConsultingServices.com 1-877-CTR-1236 OR 1-877-287-1236 @AndreHarrisCTR Andre Harris CTR www.linkedin.com/pub/andre-harris/31/56a/744/

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5 Keys to Better than Best Customer Service - Telephone Skills and Etiquette

  • 1. Keys to Better than Best Customer Service Telephone Skills & Etiquette Presented by Culture Transformation Resources www.CTRConsultingServices.com 5
  • 2. Culture Transformation Resources, LLC * www.CTRConsultingServices.com CUSTOMER MINDSET •  Greet me. •  Respect me. •  Value me. •  Help me. •  Listen to me. •  WOW me. •  Invite me back.
  • 3. Culture Transformation Resources, LLC * www.CTRConsultingServices.com 1.  Provide a Warm Welcome 2.  Connect with Your Customer 3.  Understand Customer Needs and Priorities 4.  Take Action 5.  Deliver a Memorable Close 5
  • 4. P r o v i d e •  Brand Greeting •  Genuine Warm Welcome •  Introductions 1.
  • 5. 2.
  • 6. 2. •  Be Kind •  Mind Your Manners •  Build Rapport •  Use the Customer’s Name •  Create Memorable Moments •  Communicate Positively, Passionately and Professionally
  • 7.
  • 8.
  • 9.
  • 10. Think like a mirror… Mirrors don’t judge or give advice, they just reflect.
  • 11.
  • 12.
  • 14. 1.  Definitely 2.  Surely 3.  Absolutely 4.  Certainly 5.  Fantastic
  • 15. 1.  I will definitely make sure that your information is entered correctly. 2.  You will surely enjoy this amazing vacation. 3.  I absolutely agree with you. 4.  I can certainly help you. 5.  This is a fantastic option for your family.
  • 16. Let’s look at this… •  Certainly, I’d be happy to assist you with that today. •  With pleasure… •  I’d be delighted to assist you. •  That’s a great question… •  I would be more than happy to…
  • 17. That’s a great choice… •  That’s one of our most popular choices. •  This is a very popular item. •  We have had a lot of positive feedback on that item. •  That’s one of our most popular choices.
  • 18. I’m hoping you’ll really enjoy… •  What some of my other customers have done is… •  Many of our customers prefer… •  What other customers have done in your position is… •  My personal favorite choice is…
  • 19. I am happy to help. •  I’m sure I can help… •  Please allow me to assist in resolving this… •  Let’s see what we can do about this right away. •  The best way to get you what you want is... •  As a solution, may I suggest…
  • 20. One Moment Please. •  Ask the customer’s permission before placing them on hold. •  Provide frequent updates to customer on hold. •  Always thank the customer for their patience. •  When transferring, announce the caller and provide pertinent information.
  • 21. Culture Transformation Resources, LLC * www.CTRConsultingServices.com •  Collect and Verify Information •  Fact-Find and Ask Open-Ended Questions •  Determine the Customer’s Primary Need and Stay Focused on Satisfying It •  Listen Empathically 3.
  • 22. Culture Transformation Resources, LLC * www.CTRConsultingServices.com LEVELS OF LISTENING 1.  Ignoring 2.  Pretend Listening 3.  Selective Listening 4.  Active Listening 5. Empathic Listening
  • 23. Culture Transformation Resources, LLC * www.CTRConsultingServices.com THE CHINESE SYMBOL FOR LISTENING
  • 25. Culture Transformation Resources, LLC * www.CTRConsultingServices.com 4. TAKE ACTION •  Provide Solutions, Options, Alternatives and Information •  Assumptively Close the Sale •  L.E.A.P. to Calm an Upset Customer •  Take Ownership
  • 26.
  • 27. L.E.A.P. TO CALM AN UPSET CUSTOMER. • Listen • Empathize • Apologize • Problem Solve
  • 28. •  Use the Guest’s Name •  Thank them for calling / for their business •  Add a personal touch •  Wish them a Fond Farewell 5.
  • 29. Culture Transformation Resources, LLC * www.CTRConsultingServices.com 1.  Provide a Warm Welcome 2.  Connect with Your Customer 3.  Understand Customer Needs and Priorities 4.  Take Action 5.  Deliver a Memorable Close 5
  • 30. www.CTRConsultingServices.com Please contact us for the complete presentation or other presentations: •  21 Tips to Improve Culture and Employee Engagement •  Present with Power, Passion and Positivity •  Awaken the Working Dead •  Culture Eats Strategy for Breakfast, Lunch and Dinner •  Digging for Goals •  Leading 5 Generations in the Workplace Ms. Harris is available for keynote presentations, management training, leadership workshops, retreats and other corporate and non-prot engagements. Andre S. Harris President Culture Transformation Resources, LLC www.CTRConsultingServices.com Andre@CTRConsultingServices.com 1-877-CTR-1236 OR 1-877-287-1236 @AndreHarrisCTR Andre Harris CTR www.linkedin.com/pub/andre-harris/31/56a/744/