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Project Jupiter | ARCC Key Customer Interaction Skills Training

Copyright © 2013 Accenture All rights reserved. 2

House Rules


Maintaining and Enhancing Self-Esteem

Learning ObjectivesAt the end of this session, participants should be able to: • differentiate negative from positive scripting; and • use positive scripting technique in speaking to the customer.


Review


Question #1

Understanding what you hear is a process of conscious listening, which you perform based upon acquired habits, primarily from practice and repetition.

Review


Question #1

Understanding what you hear is a process of conscious listening, which you perform based upon acquired habits, primarily from practice and repetition.

Review

Comprehension


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Question# 2

It means simply restating what another person has said in your own words.


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Question# 2

It means simply restating what another person has said in your own words.

Paraphrasing


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Question# 3

One of the active listening barriers in which the receiver hears message based on his/her interests, needs, motivations, experience, background, and other personal characteristics.


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Question# 3

One of the active listening barriers in which the receiver hears message based on his/her interests, needs, motivations, experience, background, and other personal characteristics.

Selective Perception


Question# 4

It is the Key to Active Listening.

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Question# 4

It is the Key to Active Listening.

FOCUS


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Question# 5

Provide the meaning of acronym LEAP.


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Question# 5

Provide the meaning of acronym LEAP.

ListenEmphathizeAskPropose


Key Customer Interaction Skills • Maintaining and Enhancing Self-Esteem• Building Trust and Confidence• Taking Ownership

Course Outline


Negative Scripting

• Tends one to say straight forward and demanding statement which often leads to complete and utter rejection from customers. It gives the customer a feeling of being threatened.



Positive Scripting

• Refers to formulating ones message in a positive or constructive manner so as not to upset or frustrate a customer.

• This is especially needed when there are problems in the company (e.g. power outage, downing of server, etc) which caused complaints from a customer or there are issues which the company cannot accommodate the request or address the need of the customer.




The Power of Positive Scripting

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