customer service starts with you
DESCRIPTION
Customer service training for call centerTRANSCRIPT
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Customer service starts with you
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Keeping cool with angry customers
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How can I help you today?
My laptop won’t work!
Stay calm, picture…
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Don’t take it personally, he is a person who has a problem and you are there to help.
Fabio Male Model
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Does the laptop have
power?
Yes, but after a while, the fan gets hot
and the power shuts
down.
Talk calm and ask questions that get to the root of the problem
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Sounds like the laptop needs cleaning , I will get you an address on where to drop it off.
I appreciat
e your help
Solving the customer’s problem usually makes the anger go away.
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But what if the customer stays angry?
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Listen to what the customer has to say
What I here is that your computer
gives you an error when you try to
read a disk
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Empathize with the customer
I know I don’t like it when my computer
won’t do what I want and gives me
errors
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Keep positive
I would be happy to help you with your
issue
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Assure they will be taken care of
As one of our customers, I can help you find a
service center in your area
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Be honest
The service center said it will take up to 7 business days
for the repair
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What if they insist on something your cannot give?
I am sorry, your
keyboard is no longer
under warranty
I do not care, you fix
it!
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Try and find they another answer
We offer great
features in our latest models of keyboards
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Try and find they another answer
Let me share with
you some of those
features
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Try and find they another answer
I can provide you with a local
dealer’s address
Thanks for the help
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Customer service starts with you