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Customer Care on the Telephone
Your Name
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Objectives At the end of this session you will be able to:
Explain the importance of being customer-centred Meet the needs of customers Build and maintain rapport with customers Reframe negative statements into positives Follow three steps to meet customer needs Identify methods of dealing with customer complaints
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Being Customer-Centred
Customer retention and loyalty New customers Increased market share Enhanced service development Staff satisfaction and motivation Increased profitability Customer
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What do customers want? Listen to them Understand them Care about them
Treat them intelligently Treat them as individuals
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Lady or musician?
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How many legs?
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Giraffe?
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Being Assertive Means….
‘Being able to say what you feel, need or want in a confident manner, whilst remaining aware of other people’s feelings, needs and wants at the same time’.
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Five Steps to Assertiveness
Be Open and Honest Show Understanding Be Specific Consider the impact Listen
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Key Communication Skills
Build Rapport Listening Questioning
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A Final Thought on Active Listening….
Be interested, not interesting
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Asking the Right Questions
Get the answer to the most urgent and important things you need to find out Phrase your questions in an effective manner Present them in an appropriate sequence
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Four Types of Questions
Confirming Attitude New information Commitment
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Improving Your Telephone Tone
Inflection Volume Pacing the Customer
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Three Steps to Recommendation
Identify the need What information? From where? The right response and follow-up
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A Customer Expects …. Positive Staff The right product The right place
price The right time
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The five steps to dealing with complaints
Commitment to act Blame free Seek feedback Analyse root causes Communication
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Objectives Now you can:
Explain the importance of being customer-centred Meet the needs of customers Build and maintain rapport with customers Reframe negative statements into positives Follow three steps to meet customer needs Identify methods of dealing with customer complaints
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