Welcome
Communication &
Customer Care
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
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?
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.
Moments of Truth
People form 90% of their lasting impression…
… in the first 90 seconds.
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
High Cost of Losing?
“Give the customer something
worth paying for and he’ll pay
you!”
A Passion for Excellence. Tom Peters
Communication
Words
Tone
Behaviour
Communication
Words
7%
Tone
38%
Body Language 55%
Body
Language
55%
Tone
38%
Words
7%
Face to Face
Communication
Words
15%
Tone
85%
Body Language 0%
Tone
85%
Body
Language
0%
Words
15%
Telephone
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.
Communication Problem!
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?
Building Rapport
Building Rapport
• Tone of Voice
• Positive Attitude
• Active Listening
“VAL factor”
Voice
Voice
Remember your voice creates a PICTURE of you
and 2Touch in the other persons mind:
Pitch
Inflection
INFLECTION
I didn’t say you stole my
money.
Voice
Remember your voice creates a PICTURE of you
and 2Touch in the other persons mind:
Pitch
Inflection
Courtesy
Tone
Understanding
Rate
Enunciation
Voice
Remember your voice creates a PICTURE of you
and 2Touch in the other persons mind:
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.
Voice
Remember your voice creates a PICTURE of you
and 2Touch in the other persons mind:
Pitch
Inflection
Courtesy
Tone
Understanding
Rate
Enunciation
International Phonetic
Alphabet
A – Alpha
J – Juliet
S – Sierra
B – Bravo
K – Kilo
T – Tango
C – Charlie
L – Lima
U – Uniform
D – Delta
M – Mike
V – Victor
E – Echo
N – November
W – Whiskey
F – Foxtrot
O – Oscar
X – X-ray
G – Golf
P – Papa
Y – Yankee
H – Hotel
Q – Quebec
Z – Zebra
I – Indigo
R - Romeo
Alternative Phonetic
Alphabet
A – Apple
J – Jack
S – Sugar
B – Bertie
K – King
T – Tommy
C – Charlie
L – Lucy
U – Uncle
D – Dog
M – Mother
V – Vera
E – Edward
N – Nelly
W – William
F – Freddie
O – Orange
X – X-ray
G – George
P – Peter
Y – Yellow
H – Harry
Q – Queen
Z – Zebra
I – India
R - Rodger
Voice
Remember your voice creates a PICTURE of you
and 2Touch in the other persons mind:
Pitch
Inflection
Courtesy
Tone
Understanding
Put a
Rate
Enunciation
in your voice.
Attitude
Attitude
Why a company loses its’ Customers
• Some go to the competitors because of
competitive reasons.
• Some die.
 9%
 1%
• Some stop using the product or service
because it no longer meets the
customers needs or expectations.
 5%
• Product service / dissatisfaction
 14%
• Some take their custom elsewhere due
to the indifference of the staff
 68%
• Some move away
 3%
Listening Skills
Listening
Talking
Reading
Writing
Learnt
1st
2nd
3rd
4th
Used
45%
30%
15%
10%
Taught
Least
-----------
-----------
Most
Listening Skills
Exercise #6
• Eleanor Rigby
• Have you heard this song
before?.
Question Time
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.
Question Time
Open questions begin with:
Who
What
Which
Why
When
Where
How
- and are used to gain information.
Question Time
Exercise #7
Is Can Do Will
Shall May
Should Could
Would Did Are
Have etc…
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.
Question Time
Who What
Where When
How Why
Which
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.
Conversation Cycle
Input
Acknowledge
Question
Listen
Conversation Cycle
Exercise #8
• In pairs, decide who is ‘1’ and
‘2’
• Think of a subject you’re
passionate
Exercise
#8aabout
• Have a conversation!
• Think of another subject
• No questions allowed
you’re passionate about
• ‘2’ may only acknowledge ‘1’
• Have another conversation!
• 3 minutes
• ‘2’ to ask questions to ‘1’
• 3 minutes
Sounding Confident Under
Pressure
Positive language
Breaking bad news
Being Assertive
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.
Sounding Confident Under
Pressure
Forbidden Phrases
• 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?
Sounding Confident Under
Pressure
Giving Bad News Gently
• 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
Being Assertive
Assertive: (adj.) confident and direct
in dealing with others.
Sounding Confident Under
Pressure
Being Assertive
Exercise #10
• Split into 3 groups.
• Follow the handout to define
and describe one of the
behaviours.
Sounding Confident Under
Pressure
Being Assertive
• 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.
Awkward Squad
Awkward Squad
• Deal with the Callers Emotion.
• Deal with the Callers Problem.
Awkward Squad
Don’t!
• Argue with the
customer.
• Take the complaint
personally
• Run your company
down
• Blame the customer
• Interrupt
• Make unrealistic or
‘false’ promises
• Use jargon
• Justify the Problem
• Make excuses.
Awkward Squad
Do
• Apologise
• Use the caller’s name
• Listen
• Ask Questions
• Summarise/repeat
Information
• Be loyal
company
to
• Be Empathetic
• Sound sincere
your
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.
Our Values in Communication &
Customer Service
Exercise #11
• Split into groups of 3 or 4
• Construct a 3 minute Roleplay of a Customer Service
scenario
• Incorporate 2Touch & BOI
Values into conversation
• Make it fun! 
Simple Passionate Human Positive Open Creative
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
Communication &
Customer Service
Any questions?
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Comms & Cust Service