1. soft skills training Mad About Customer Service

2. soft skills training Objectives Why customers become angry Why process is just as important as outcome How to prepare for and ask questions How to cope with bad language How to take responsibility Go the extra mile

3. soft skills training Mad About Customer Service When dissatisfaction is poorly managed customers become angry

4. soft skills training Mad About Customer Service Process versus Outcome

5. soft skills training Mad About Customer Service How customers are treated is more important than whether the problemis solved immediately

6. soft skills training Mad About Customer Service Blaming others Causes a lack of confidence

7. soft skills training NEVER Talk down to customers accuse them of being at fault Try to catch them out

8. soft skills training Mad About Customer Service Empathize with the customer's situation Use the customer's name

9. soft skills training Mad About Customer Service “Mistakes tell me where the oil ain’t” John Paul Getty

10. soft skills training Mad About Customer Service Ask probing and clarifying questions

11. soft skills training Mad About Customer Service Flag Purpose Permission

12. soft skills training Mad About Customer Service Flag that you will ask questions

13. soft skills training Mad About Customer Service Explain the purpose for asking the questions

14. soft skills training Mad About Customer Service Ask permission to continue

15. soft skills training Good Listening Pay attention Focus on what is being said Maintain good eye contact and body language Look for feelings as well as facts Don’t interrupt Be an active listener Show that you are listening with nods, and words like, “Uh huh”, “I see” Ask questions to clarify what the speaker is saying Paraphrase what the speaker has said to show that you understand Give feedback when necessary

16. soft skills training DO NOT SAY “No” “Can’t be done”

17. soft skills training Mad About Customer Service Tell them what you CAN do

18. soft skills training Mad About Customer Service “Yes, as soon as...” “Yes, once we've sorted...” “ Yes, that's what I want too..."

19. soft skills training Mad About Customer Service Abuse is seldom aimed at you personally

20. soft skills training Mad About Customer Service Take deep breaths

21. soft skills training Mad About Customer Service Say some positive affirmations

22. soft skills training The Pumpkin Method Language is arbitrary

23. soft skills training The Pumpkin Method heated word = pumpkin

24. soft skills training Mad About Customer Service Speak slowly and calmly in a well-modulated voice

25. soft skills training Mad About Customer Service Think of customer problems as a challenge Take responsibility Go the extra mile