WHAT IS COMMUNICATION

COMMUNICATION PROCESS The sender sends a message. The receiver gets the message and

personalizes it. The receiver, in turn, sends feedback and

thus becomes a sender. The original sender now becomes a receiver

and reacts to the feedback. Generally, a new communication sequence is

then initiated.

Do you know what it takes to be a good communicator ?

Do you know how to make communication a two-way street (e.g., are you as good a listener as you are a speaker)?

Do you understand the impact of your nonverbal cues? Do they send the same message as your words?

So if it this simple

Where comes the Problem ???

The intent with which communicate(the attitude)

The choice of words and Phrases Matching the recipient level

KEY INGREDIENT

Projecting Confidence Using Positive Language Conveying Speed or urgency Taking Ownership or accountability Being Courteous

WHAT IS COURTESY!!!!!

Courtesy is nothing but….Understanding customerKnowing the customer concernRealizing the customer Feeling for what customer is suffering

and then……

Reflect!!!

COMMUNICATION SKILLS FOR CUSTOMER CARE REPRESENTATIVE

Use positive phrasing.Avoid the words “no”, “not”, “don’t”, can’t”, etc. Use follow-up problem

solving.Your first answer should never be “no” even if it really is no. Instead, state the facts or rule Avoid accusatory language

WAYS TO PHRASE FOR GOOD CUSTOMER SERVICE

DEALING WITH UNSATISFIED CUSTOMERS 

Let customers vent their feelings. Encourage them to get their frustrations out in the open.

Never argue with a customer. Never tell a customer "You do not have a

problem." Those are fighting words. Share your point of view as politely as you can. Take responsibility for the problem. Don't make

excuses. Immediately take action to remedy the situation.

Promising a solution and then delaying it only makes matters worse.

PHRASES THAT'LL MAKE YOUR CUSTOMERS HAPPY

There are certain "magic words" customers want to hear from you and your staff.

How can I help? I can solve that problem I don't know, but I'll find out I will take responsibility I will keep you updated

WORDS TO AVOID

Sloppy:  “Hold on.” or “Hang on.” “What's your problem?”  “Just a sec”  “Here's what I'm gonna do…” “Pull you up” (on my screen)Non-committed: “I can't do that.” or “We can't

do that.” “He's very busy now.” “That's not my department.

You'll have to speak with someone else.”

“I don't know.” “We'll have to call you back.”

Authoritative: “You have to…/You

should have…” “That's against

company policy.” “Calm down.” “Like I said…” “If you had read

your manual...”

COMMUNICATION TIPS FOR CCRSDO...

Restate (paraphrase) the customer's problem description. This builds trust and shows the customer you understand his problems.

Monitor your tone of voice throughout the day so that you sound interested, not tired or bored; focused not insensitive. It's not just what you say, it's how you say it that matters.

Learn to listen better

DON'T...

Use killer phrases like "You should have ", "Can you call back?", "What did you do wrong?".

Respond to a customer complaint with an explanation

PERSONALITY TYPES OF CUSTOMERS

CCRs should take the concise steps on the following.

Remain completely silent and let the Irate Customer vent. Follow the short phrase with an assurance action phrase

such as, "I assure you I will keep you on the line and find out the status..." Your tone of voice is vital during this initial response. Some customer service books tell you to speak softly to irate customers. Remember that they are not yelling at you. They are yelling about bad service and the problems it caused them.

Follow-through with the action you promised

IRATE CUSTOMERS: IRATE CUSTOMERS ARE UPSET AND LET EVERYONE KNOW IT.

PERSONALITY TYPES OF CUSTOMERS…CONTD

CSR’s should use his expertise to unearth the cause of the problem and find the solution, rather than ask, point-blank, if the caller changed anything. There's no doubt that it would be helpful to know what the Tinkerer changed, but since Tinkerers rarely will reveal this information directly, and since they almost always react negatively to such inquiries, the process is counter-productive.

TINKERERS: THEY CHANGE FEATURES AND OPTIONS RESULTING IN PROBLEMS, BUT DO NOT TELL THE AGENT WHAT THEY HAVE CHANGED

PERSONALITY TYPES OF CUSTOMERS…CONTD

If the agent asks open-ended questions and the Non-Communicator remains silent, the agent needs to switch to close-ended questions that can be answered with "yes", "no", or "I don't know". An introductory phrase, asking for the caller's assistance, can also help to smooth the interchange.

NON-COMMUNICATORS: THEY DO NOT RESPOND WHEN AGENTS ASK THEM QUESTIONS.

THANK YOU