Care of the Customer. Information Where there is an interactive task within the programme it cannot be completed on- screen. It is suggested that a.

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Presentation transcript:

Care of the Customer

Information Where there is an interactive task within the programme it cannot be completed on- screen. It is suggested that a printed copy be made.

Care of the Customer Introduction

Care of the Customer Exercise Why Care for the Customer

Care of the Customer

The Skills

Care of the Customer Mix of Skills

Care of the Customer

Meeting Customer Needs

Care of the Customer The Customer Questioning Skills Establishing Rapport Body Language

Care of the Customer

Listening to the Customer

Care of the Customer Hearing & Listening Listening Skills

Care of the Customer

Communicating Effectively

Care of the Customer Answering the Telephone Transferring Calls Engaged Line

Care of the Customer

Complaints

Care of the Customer Complaining Problem Solving Dealing with Complaints Difficult Customers Controlling the Situation

Care of the Customer

Developing a Positive Attitude

Care of the Customer Being Positive Life Style Managing Stress

Care of the Customer

Extra Care

Care of the Customer Caring for the Customer

Care of the Customer

Test your Knowledge

Care of the Customer Correct

Care of the Customer Correct

Care of the Customer Correct

Care of the Customer Correct

Care of the Customer Correct

Care of the Customer Correct

Care of the Customer Correct

Care of the Customer Correct

Care of the Customer Correct

Care of the Customer Correct

Care of the Customer Answers 1. Taking an interest in the customer 2. Possessing product/service knowledge 3. Putting a smile on your face 4. To supply a full answer 5. To have a good telephone voice 6. Re-assure the caller every 20 seconds 7. To recognise and define the problem 8. Stay in control of the situation 9. Having a balanced and healthy lifestyle 10. Giving that unexpected extra care

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