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3. Welcome

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6. Contents Hidden Slide

7. Communication & Customer Care

8. Objectives At the end of this module you will: Appreciate how best the telephone can be used to promote good customer relations Identify what makes an effective telephone voice. State the importance of listening effectively. Sound more confident when under pressure. Deal with angry and abusive callers. Live the values of 2Touch & BOI using professional communication

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10. Customer Care Exercise #1 With your partner, please talk about the times when you felt most dissatisfied with a service. Discuss the various situations and look for common themes. How could the suppliers have prevented these disasters from happening?

11. Customer Care Exercise #2 With your partner please talk about the times when you felt most delighted with a service. Discuss the various situations and look for common themes. Try to identify exactly why you were particularly pleased and what behaviours the company/individual used.

12. … in the first 90 seconds. Moments of Truth People form 90% of their lasting impression…

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14. High Cost of Losing? Increasing customer retention from 10% to 15% can double profits. The Harvard Business Review It is 5 times more expensive to acquire new customers, than to keep existing customers. TARP. 82% of customers whose problems are solved buy again. Travellers Insurance Only 4% of dissatisfied customers complain. Technical Assistance Research Institute The average wronged customer will tell 8 to 16 people – over 10 percent will tell more than 20 people. TARP 91% of unhappy customers will never purchase goods or services from us again. TARP

15. High Cost of Losing? “Give the customer something worth paying for and he’ll pay you!” A Passion for Excellence. Tom Peters

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17. Communication Words Tone Behaviour

18. Communication Words Tone Body Language 7% 38% 55%

19. Communication 15% 85% 0% Words Tone Body Language

20. Communication Exercise #3 In pairs, sit back to back. One person to be ‘transmitter’, and the other to be the ‘receiver’. ‘Transmitter’ to describe the picture. ‘Receiver’ to re-draw it. ‘Receiver’ is not permitted to ask questions.

21. Communication Exercise #3 Volunteer ‘transmitter’ to step forward. Transmitter will describe a picture. All ‘receivers’ are to re-draw the picture on paper. ‘Receivers’ cannot ask any questions, must turn away from screen and not copy their neighbours!

22. Communication

23. Communication Problem!

24. Building Rapport Exercise #4 In groups, brainstorm actions we can take to help build rapport with others in those 90 seconds. Brainstorming: Never criticise – ideas or people Get lots of ideas - Record them all Avoid discussing ideas Incubate & reflect – what ideas we use?

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26. Building Rapport

27. Tone of Voice Positive Attitude Active Listening “VAL factor”

28. Voice

29. Remember your voice creates a PICTURE of you and 2Touch in the other persons mind: P itch I nflection

30. INFLECTION I didn’t say you stole my money.

31. Voice Remember your voice creates a PICTURE of you and 2Touch in the other persons mind: P itch I nflection C ourtesy T one U nderstanding R ate E nunciation

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34. Voice Exercise #5 Read the text aloud in your normal speaking voice. If you reach the end, simply start again from the beginning. You will have one minute. Note where you finish. Remember your voice creates a PICTURE of you and 2Touch in the other persons mind:

35. Voice Remember your voice creates a PICTURE of you and 2Touch in the other persons mind: P itch I nflection C ourtesy T one U nderstanding R ate E nunciation

36. International Phonetic Alphabet A – Alpha B – Bravo C – Charlie D – Delta E – Echo F – Foxtrot G – Golf H – Hotel I – Indigo J – Juliet K – Kilo L – Lima M – Mike N – November O – Oscar P – Papa Q – Quebec R - Romeo S – Sierra T – Tango U – Uniform V – Victor W – Whiskey X – X-ray Y – Yankee Z – Zebra

37. Alternative Phonetic Alphabet A – Apple B – Bertie C – Charlie D – Dog E – Edward F – Freddie G – George H – Harry I – India J – Jack K – King L – Lucy M – Mother N – Nelly O – Orange P – Peter Q – Queen R - Rodger S – Sugar T – Tommy U – Uncle V – Vera W – William X – X-ray Y – Yellow Z – Zebra

38. P itch I nflection C ourtesy T one U nderstanding R ate E nunciation Put ain your voice. Voice Remember your voice creates a PICTURE of you and 2Touch in the other persons mind:

39. Attitude

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41. Some go to the competitors because of competitive reasons. Some die. Some stop using the product or service because it no longer meets the customers needs or expectations. Product service / dissatisfaction Some take their custom elsewhere due to the indifference of the staff Some move away Attitude Why a company loses its’ Customers  9%  5%  1%  68%  3%  14%

42. Listening Skills ListeningTalkingReadingWriting Learnt1 st 2 nd 3 rd 4 th Used45%30%15%10% TaughtLeast----------- Most

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44. Listening Skills Exercise #6 Eleanor Rigby Have you heard this song before?.

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50. Question Time

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52. Question Time Closed questions usually begin with: Do…?Is….?Can…? Will….?Shall…?May…? Did…?Does…?Have…? Would…?Should…? Could…? - and are used to gain confirmation.

53. Question Time Open questions begin with: WhoWhat WhichWhy When Where How - and are used to gain information.

54. Question Time Exercise #7 Twenty Questions? In pairs, sit facing each other. Guess the ‘celebrity’ your partner has by asking Closed Questions only. Keep a tick list of exactly how many questions you ask before you find the answer. Is Can Do Will Shall May Should Could Would Did Are Have etc…

55. Question Time Exercise #7a Same game Guess the ‘celebrity’ your partner has by asking Open Questions only. Keep a tick list of exactly how many questions you ask before you find the answer. Who What Where When How Why Which

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58. Conversation Cycle Input Question Listen Acknowledge

59. Conversation Cycle Exercise #8a Think of another subject you’re passionate about Have another conversation! ‘2’ to ask questions to ‘1’ 3 minutes Exercise #8 In pairs, decide who is ‘1’ and ‘2’ Think of a subject you’re passionate about Have a conversation! No questions allowed ‘2’ may only acknowledge ‘1’ 3 minutes

60. Sounding Confident Under Pressure Positive language Breaking bad news Being Assertive

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62. Sounding Confident Under Pressure Exercise #9 Working in pairs. Change the sentences on the handout so that they sound more positive. Use the positive words from the previous handout.

63. Sounding Confident Under Pressure It’s against our policy. That’s not my job That’s not the way we do things There’s nothing else I can do You set it up wrong We don’t support that. You need to call… What’s your point? Forbidden Phrases

64. We may be able to identify and offer an alternative. We may be able to offer to take some action ourselves. We may be able to give the caller some additional information to soften the blow Sounding Confident Under Pressure Giving Bad News Gently

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66. Assertive: (adj.) confident and direct in dealing with others. Sounding Confident Under Pressure Being Assertive

67. Sounding Confident Under Pressure Being Assertive Exercise #10 Split into 3 groups. Follow the handout to define and describe one of the behaviours.

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71. Be open and honest with yourself and others. Say what you can and/or cannot do. Speak clearly. Remain calm - do not get angry yourself. Try to appreciate how the situation may affect how the other person may be feeling. Sounding Confident Under Pressure Being Assertive

72. Awkward Squad

73. Deal with the Callers Emotion. Deal with the Callers Problem.

74. Awkward Squad

75. Argue with the customer. Take the complaint personally Run your company down Blame the customer Interrupt Don’t! Make unrealistic or ‘false’ promises Use jargon Justify the Problem Make excuses.

76. Awkward Squad Do Apologise Use the caller’s name Listen Ask Questions Summarise/repeat Information Be loyal to your company Be Empathetic Sound sincere

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79. Awkward Squad Strike 1 - Warning – you may terminate the call. Strike 2 - Warning – you will terminate the call. Strike 3 - Inform - Having warned the customer twice you inform them that reluctantly you are now actually terminating the call.

80. Our Values in Communication & Customer Service Simple Passionate Human Positive Open Creative Exercise #11 Split into groups of 3 or 4 Construct a 3 minute Role- play of a Customer Service scenario Incorporate 2Touch & BOI Values into conversation Make it fun!

81. Objectives At the end of this module you will: Appreciate how best the telephone can be used to promote good customer relations Identify what makes an effective telephone voice. State the importance of listening effectively. Sound more confident when under pressure. Deal with angry and abusive callers. ‘Live the values of 2Touch’ using professional communication

82. Communication & Customer Service Any questions?