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Welcome

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.

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Welcome

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  1. Welcome

  2. Communication & Customer Care

  3. 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

  4. 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?

  5. 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.

  6. Moments of Truth … in the first 90 seconds. People form 90% of their lasting impression…

  7. 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

  8. High Cost of Losing? “Give the customer something worth paying for and he’ll pay you!” A Passion for Excellence. Tom Peters

  9. Communication Words Tone Behaviour

  10. Communication Words Tone Body Language 7% 38% 55%

  11. Communication Words Tone Body Language 15% 85% 0%

  12. 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.

  13. Communication Problem!

  14. 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?

  15. Building Rapport

  16. Building Rapport • Tone of Voice • Positive Attitude • Active Listening “VAL factor”

  17. Voice

  18. Voice Remember your voice creates a PICTUREof you and 2Touch in the other persons mind: Pitch Inflection

  19. INFLECTION I didn’t say you stole my money.

  20. Voice Remember your voice creates a PICTUREof you and 2Touchin the other persons mind: Pitch Inflection Courtesy Tone Understanding Rate Enunciation

  21. Voice Remember your voice creates a PICTUREof you and 2Touchin 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.

  22. Voice Remember your voice creates a PICTUREof you and 2Touchin the other persons mind: Pitch Inflection Courtesy Tone Understanding Rate Enunciation

  23. International Phonetic Alphabet A – Alpha B – Bravo C – Charlie D – Delta E – Echo F – Foxtrot G – Golf H – Hotel I – Indigo J – Juliet K – Kilo L – Lima M – Mike N – November O – Oscar P – Papa Q – Quebec R - Romeo S – Sierra T – Tango U – Uniform V – Victor W – Whiskey X – X-ray Y – Yankee Z – Zebra

  24. Alternative Phonetic Alphabet A – Apple B – Bertie C – Charlie D – Dog E – Edward F – Freddie G – George H – Harry I – India J – Jack K – King L – Lucy M – Mother N – Nelly O – Orange P – Peter Q – Queen R - Rodger S – Sugar T – Tommy U – Uncle V – Vera W – William X – X-ray Y – Yellow Z – Zebra

  25. Put a smile in your voice. Voice Remember your voice creates a PICTUREof you and 2Touchin the other persons mind: Pitch Inflection Courtesy Tone Understanding Rate Enunciation

  26. Attitude

  27. Attitude Why a company loses its’ Customers • 9% • Some go to the competitors because of competitive reasons. • Some die. • Some stop using the product or service because it no longer meets the customers needs or expectations. • Product service / dissatisfaction • Some take their custom elsewhere due to the indifference of the staff • Some move away • 1% • 5% • 14% • 68% • 3%

  28. Listening Skills

  29. Listening Skills • Exercise #6 • Eleanor Rigby • Have you heard this song before?.

  30. Question Time

  31. 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.

  32. Question Time Open questions begin with: Who What Which Why When Where How - and are used to gain information.

  33. Question Time Exercise #7 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. Is Can Do Will Shall May Should Could Would Did Are Have etc…

  34. Question Time 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. Who What Where When How Why Which

  35. Conversation Cycle Input Acknowledge Question Listen

  36. Conversation Cycle Exercise #8 • In pairs, decide who is ‘1’ and ‘2’ • Think of a subject you’re passionate about • Have a conversation! • No questions allowed • ‘2’ may only acknowledge ‘1’ • 3 minutes Exercise #8a • Think of another subject you’re passionate about • Have another conversation! • ‘2’ to ask questions to ‘1’ • 3 minutes

  37. Sounding Confident Under Pressure Positive language Breaking bad news Being Assertive

  38. 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.

  39. 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?

  40. 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

  41. Sounding Confident Under Pressure Being Assertive Assertive: (adj.) confident and direct in dealing with others.

  42. Sounding Confident Under Pressure Being Assertive Exercise #10 • Split into 3 groups. • Follow the handout to define and describe one of the behaviours.

  43. 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.

  44. Awkward Squad

  45. Awkward Squad • Deal with the Callers Emotion. • Deal with the Callers Problem.

  46. 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

  47. Awkward Squad Do • Apologise • Use the caller’s name • Listen • Ask Questions • Summarise/repeat Information • Be loyal to your company • Be Empathetic • Sound sincere

  48. 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 nowactually terminating the call.

  49. Our Values in Communication & Customer Service Simple Passionate Human Positive Open Creative Exercise #11 • Split into groups of 3 or 4 • Construct a 3 minute Role-play of a Customer Service scenario • Incorporate 2Touch & BOI Values into conversation • Make it fun! 

  50. 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

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