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Managing customer communications.
- 2. Excellent listening skills Excellent non-verbal communication skills Prodductive relationship with customer Excellent verbal communication skills
- 4. Focus on your customer
- 7. Don’t leave them on HOLD Ask permission & keep an eye on the clock. Don’t leave them waiting !
- 8. But… NEVER, EVER say that you… It’s our responsibility to get the answers they need.
- 9. When we say we do not know the answer it is a dead end to the user. That’s frustrating!
- 10. Six C of giving good inf: to customer clear complete courteous concrete correct concise
- 13. Make a good First Impression Be everything you would expect and want to your customer as you would for yourself
- 16. Keep Smiling Build a good customer relationship. Create a devoted customer.
- 19. Listen actively use acceptance responses so they know you are listening repeat all critical elements so they know you understand paraphrase to confirm understanding ask clarifying questions when necessary
- 20. Because everyone likes to be thanked. and