By Peter Garber
25 Reproducible actions for customer support Excellence Peter Garber Make it effortless for workers to supply nice customer support with this number of motivating and skill-building actions. There?s little need for a distinct education facility, no large charges concerned, or no earlier education adventure required. All you wish is a gaggle of staff who're dedicated to giving buyers what they rightfully deserve‹excellent carrier. each subject severe to customer support is addressed in 5 handy components: - communique - mobilephone energy - customer support abilities - customer support techniques - reaching effects the thrill and easy-to-use actions include routines, questionnaires, quizzes, proof, position performs, philosophies, characterizations, profiles, checks, ideas, surveys, matrices, and different instruments. such a lot should be accomplished in 15¬30 mins. parts lined contain: - The customer?s first impact - client paradigms - hearing the client - checking out who the client quite is - How rumors start and unfold - the significance of phone greeting messages - facing mobilephone tag € mobilephone communications - realizing what the buyer rather wishes - features of profitable customer support - customer support illnesses - constructing your own development plan - Personalities of power dealers - kinds of consumers € client court cases - information for promoting your services or products - optimistic and detrimental phrases - successful and wasting the client - common sense vs. emotion in promoting
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23 4 Say It Again PURPOSE To demonstrate that how something is said has a dramatic effect on what meaning people perceive the message to be. DESCRIPTION A question is to be repeated by participants a number of different ways, each time giving it a different meaning. 1 PRESENTATION 1. Introduce the activity as a communications exercise that demonstrates that how we say things is usually even more important than what we say to customer. 2. 1, based on the way it is said. 3. Discuss with the group the importance of how things are said and the message that is really sent in their dealings with customers.
3. 3 as a listening test. 4. Break participants into two-person teams. 3 to the other participant. 5. 2 to better understand what this customer is really saying. 2 during the exercise. 6. Have participants switch roles on their teams. 7. As a group, discuss how well participants did in improving their listening skills and using their extra time to better focus on what the customer has to say. 1 Studies have shown that most people talk at a rate of about 150 words per minute. However, we are able to listen at a rate of 750 to 1,000 words per minute.
Have participants switch roles on their teams. 7. As a group, discuss how well participants did in improving their listening skills and using their extra time to better focus on what the customer has to say. 1 Studies have shown that most people talk at a rate of about 150 words per minute. However, we are able to listen at a rate of 750 to 1,000 words per minute. This means we have a lot of extra time when we listen to others! The challenge becomes what we do during all this extra time. This can be even more critical when we are listening to a customer.