custumer servis slite.pptx

8/9/2019 custumer servis slite.pptx

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The Basicsall Center Customer Serviceby Stephanie Orange


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ocus

your customer

n’t be distracted

p surfng and socializing and


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Mae a good

First !mpression

thing you "ould e#pect and "ant to your

customer"ould $or yoursel$


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%et them hear your smilebiaran org lain mendengaran senyum

anda

lcome them "ith your tone and greeting


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sten activelycceptance responses so they no" you are listeningt all critical elements so they no" you understandphrase to confrm understandingari$ying 'uestions "hen necessary

menggunakan respon penerimaan sehingga mereka

tahu bahwa Anda mendengarkan mengulang semua

elemen penting sehingga mereka tahu Anda

mengerti?? parafrase untuk mengkonfirmasi

pemahaman? mengajukan pertanyaan klarifikasi bila

diperlukan


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e prompt

"er the phone "ith the designated amount o$ rings)


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ou’re not a

turtle

me is valuable+ don’t be slo"


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have a sense o$ ,-./0Cthize "ith their problems+ treat them as your o"n+ and they are impo


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!$ you

don’t know

!t is oay+ it’s not the end o$ the "orld)0o one no"s everything2


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ut2 0/3/-+ /3/- say that you

!t’s our responsibility to get the ans"ersthey need)


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t’s $rustrating1

&hen "e say "e do not no" the ans"er it is a deaend to the user)


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se all o$ your TOO%S

,se your resources4 your no"ledge base+ internet+Sub5ect Matter /#perts+ your co6"orers+ and anythi

else you need to in order to get them their ans"er)


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Because you need to2

Find ou!t’s the only reason "e’re he


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d call them bac 7romptly)


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they’re "aiting $or yso tell them "hat to e#pect :research+ calling someo


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hen

hey’reM(D

They are 5ust upset about the problem


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Don’t tae it personal/ven "hen it sounds lie they are mad at yo


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5ust need their problem f-emember4 !t’s "hy they call


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on’t be

a$raid

ve all been there 9 "aled the same roads)


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to ask $or

on’t have the ans"er $or everything+ so as someone

you "hen you need it)


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$rom your

manager


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2or see

$


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$rom your co6"orers

ometimes you need

ribal no"ledge


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Diagnose to

$ter you as all the

ight 'uestions


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or f#their problem

&e’re responsible to f#

certain things on the frst conta


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ocument "ellemember to

are very important $or yoursel$+ the customersetimes others that may need to f# the issu


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c that there aren’t

missing piec

ive your notes a good revie" to mae sure you haven’tissed any important bits o$ in$ormation) Fill in any pieces

hat need clarity)


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eep Smiling

ld a good customer relationship)ate a devoted customer)


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confdence in yoursel$ *ou’ll do better than

you thin)


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nd a good attitude2

because you Can Do


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by

Delivering on your promises

ers "ill remember "hen you mae a promise+ so al"ays

"hat you say you "ill)


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Don’t $orget


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To have

e a deep breath) Sometimes they’t no"+ so you have to teach them)


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Say

Other"ise you may sounddemanding and impatient)


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and

Because everyone lies to be thaned)


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.o the e#tra mile Always

!t helps to create the devoted customer

that "ants to come bac)


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Be prepare

a long and "inding r

(sometimes)


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2 and one last thingmae them happy they called


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here anything else ! can help you

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custumer servis slite.pptx