Description
Customer Service Tools and Techniques gives background, approach and knowledge about how customer facing employees should handle customer services. Various service tools, techniques are discussed with different types of customer situations.
Customer Service Tools and Techniques
Customer Service Tools and Techniques
? Above and Beyond the Call of Duty Needs ? Acknowledge Customer’s Needs ? Acknowledging Without Encouraging ? Active Listing ? Admitting Listening ? Admitting Mistakes ? Allowing Venting
? Apologize ? Appropriate Nonverbal ? Appropriate Smiles
? Arranging Follow-up ? Assurances of Results
? Audience Removal
Customer Service Tools and Techniques
? Bonus Buyoff ? Broken Record ? Closing Interactions Positively ? Common Courtesy ? Completing follow-up ? Contact Security Authorities/Management ? Disengaging ? Distraction
? Empathy Statements
? Expediting ? Expert Recommendations ? Explain Reasoning or Actions
Customer Service Tools and Techniques
? Face-saving Out ? Finding Agreement Points ? Finishing Off/Following up ? Isolate/Detach Customer ? Leveling ? Managing Height Differentials/Nonverbal ? Managing Interpersonal Distance ? Not Taking the Bait
? Offering Choices/Empowering
? Pain Language ? Preemptive Strike ? Privacy and Confidentiality
Customer Service Tools and Techniques
? Probing Questions ? Pros and Cons ? Providing Alternatives ? Providing a Customer Takeaway ? Providing Explanations ? Referral to Supervision ? Referral to Third Party ? Refocus
? Setting Limits
? Some People Think That Neutral Mode ? Stop Sign-Nonverbal ? Suggest an Alternative to Waiting
Customer Service Tools and Techniques
? Summarize the Conversation ? Telephone Silence ? Thank-You ? Timeout ? Use Customers Name ? Use of Timing with Angry Customers ? Verbal Softeners ? Voice Tone-Emphatic
? When Question
? You’re Right
Specific Customer Situations
?When a Customer is in a Hurry
?When a Customer Jumps Ahead in a Line of Waiting Customers ?When a Customer Asks to Be Served Ahead of Other waiting Customers ?When a Customer Interrupts discussion Between the Employee and Another Customer ?When a Customer Has a Negative Attitude About Your Company Due to Past Experiences
Specific Customer Situations
?When You Need to Explain a Company Policy or Procedure ?When a Customer Might Be Mistrustful
?When a Customer is Experiencing a Language Barrier ?When a Customer Needs to Follow sequence of Action ?When the Customer Insults Your Competence
Specific Customer Situations
?When the Customer Swears or Yells in Person ?When the Customer Swears or Yells in Person ?When a Customer Has Been Waiting in a Line ?When Nobody Handy Has the Answer
?When You Don’t Have the Answer
Specific Customer Situations
?When You Need to Route a Customer Phone Call ?When You Lack the Authority to ?When a Customer Threatens to Go over Your Head ?When a Customer Demands to Speak with Your Supervisor
?When a Customer Demands to Speak with Your Supervisor Who isn’t Available
Specific Customer Situations
?When a Customer Threatens to Complain to the Press ?When a Customer Demands to Speak to the ‘Person in Charge ?When a Customer Makes an Embarrassing Mistake ?When a Customer Withholds information Due to Privacy Concerns
?When a Customer Threatens Bodily Harm or Property Damage
Specific Customer Situations
?When a Customer is Confused About What He or She Wants or Needs ?When a Customer Makes a Racist Remark ?When a Customer Makes a Sexist Remark ?When a Customer Refuses to Leave
?When a Customer Accuses You of Racism
Specific Customer Situations
?When a Customer Plays One Employee off Another [‘So-and-So-Said’] ?When a Customer Might Be Stealing ?When a Customer is Playing to an Audience of Other Customers ?When a Customer Exhibits Passive-Aggressive Behavior
?When a Customer Uses Nonverbal Attempts to Intimidate
Specific Customer Situations
?When You Need to Clarify Commitments ?When a Customer Wants information You Are Not Allowed to Give ?When a Customer Makes a Suggestion to improve Service ?When You Can’t Find a Customer’s Reservation/Appointment
?When Your Are Following Up on a Customer Complaint
Specific Customer Situations
?Properly Identifying the Internal Customer ?When an Internal Customer Isn’t Following Procedures to Request Service ?When the Customer Wants Something That Won’t Fill His Need ?When You Want Feedback from the Customer
?When a Customer Complains About Red Tape and Paperwork
Specific Customer Situations
?When You Need to Respond t a Customer Complaint made in writing ?When a Customer Complains About a Known Problem ?When a Customer tries an Unacceptable Merchandise Return ?When a customer Asks inappropriate Questions
doc_413211012.ppt
Customer Service Tools and Techniques gives background, approach and knowledge about how customer facing employees should handle customer services. Various service tools, techniques are discussed with different types of customer situations.
Customer Service Tools and Techniques
Customer Service Tools and Techniques
? Above and Beyond the Call of Duty Needs ? Acknowledge Customer’s Needs ? Acknowledging Without Encouraging ? Active Listing ? Admitting Listening ? Admitting Mistakes ? Allowing Venting
? Apologize ? Appropriate Nonverbal ? Appropriate Smiles
? Arranging Follow-up ? Assurances of Results
? Audience Removal
Customer Service Tools and Techniques
? Bonus Buyoff ? Broken Record ? Closing Interactions Positively ? Common Courtesy ? Completing follow-up ? Contact Security Authorities/Management ? Disengaging ? Distraction
? Empathy Statements
? Expediting ? Expert Recommendations ? Explain Reasoning or Actions
Customer Service Tools and Techniques
? Face-saving Out ? Finding Agreement Points ? Finishing Off/Following up ? Isolate/Detach Customer ? Leveling ? Managing Height Differentials/Nonverbal ? Managing Interpersonal Distance ? Not Taking the Bait
? Offering Choices/Empowering
? Pain Language ? Preemptive Strike ? Privacy and Confidentiality
Customer Service Tools and Techniques
? Probing Questions ? Pros and Cons ? Providing Alternatives ? Providing a Customer Takeaway ? Providing Explanations ? Referral to Supervision ? Referral to Third Party ? Refocus
? Setting Limits
? Some People Think That Neutral Mode ? Stop Sign-Nonverbal ? Suggest an Alternative to Waiting
Customer Service Tools and Techniques
? Summarize the Conversation ? Telephone Silence ? Thank-You ? Timeout ? Use Customers Name ? Use of Timing with Angry Customers ? Verbal Softeners ? Voice Tone-Emphatic
? When Question
? You’re Right
Specific Customer Situations
?When a Customer is in a Hurry
?When a Customer Jumps Ahead in a Line of Waiting Customers ?When a Customer Asks to Be Served Ahead of Other waiting Customers ?When a Customer Interrupts discussion Between the Employee and Another Customer ?When a Customer Has a Negative Attitude About Your Company Due to Past Experiences
Specific Customer Situations
?When You Need to Explain a Company Policy or Procedure ?When a Customer Might Be Mistrustful
?When a Customer is Experiencing a Language Barrier ?When a Customer Needs to Follow sequence of Action ?When the Customer Insults Your Competence
Specific Customer Situations
?When the Customer Swears or Yells in Person ?When the Customer Swears or Yells in Person ?When a Customer Has Been Waiting in a Line ?When Nobody Handy Has the Answer
?When You Don’t Have the Answer
Specific Customer Situations
?When You Need to Route a Customer Phone Call ?When You Lack the Authority to ?When a Customer Threatens to Go over Your Head ?When a Customer Demands to Speak with Your Supervisor
?When a Customer Demands to Speak with Your Supervisor Who isn’t Available
Specific Customer Situations
?When a Customer Threatens to Complain to the Press ?When a Customer Demands to Speak to the ‘Person in Charge ?When a Customer Makes an Embarrassing Mistake ?When a Customer Withholds information Due to Privacy Concerns
?When a Customer Threatens Bodily Harm or Property Damage
Specific Customer Situations
?When a Customer is Confused About What He or She Wants or Needs ?When a Customer Makes a Racist Remark ?When a Customer Makes a Sexist Remark ?When a Customer Refuses to Leave
?When a Customer Accuses You of Racism
Specific Customer Situations
?When a Customer Plays One Employee off Another [‘So-and-So-Said’] ?When a Customer Might Be Stealing ?When a Customer is Playing to an Audience of Other Customers ?When a Customer Exhibits Passive-Aggressive Behavior
?When a Customer Uses Nonverbal Attempts to Intimidate
Specific Customer Situations
?When You Need to Clarify Commitments ?When a Customer Wants information You Are Not Allowed to Give ?When a Customer Makes a Suggestion to improve Service ?When You Can’t Find a Customer’s Reservation/Appointment
?When Your Are Following Up on a Customer Complaint
Specific Customer Situations
?Properly Identifying the Internal Customer ?When an Internal Customer Isn’t Following Procedures to Request Service ?When the Customer Wants Something That Won’t Fill His Need ?When You Want Feedback from the Customer
?When a Customer Complains About Red Tape and Paperwork
Specific Customer Situations
?When You Need to Respond t a Customer Complaint made in writing ?When a Customer Complains About a Known Problem ?When a Customer tries an Unacceptable Merchandise Return ?When a customer Asks inappropriate Questions
doc_413211012.ppt