By Peter R. Garber

Eighty enjoyable and potent actions that educate your staff the original rules of name heart customer support studying issues: eighty actions and activities for name heart carrier Excellence companies with name facilities are at the state of the art of a thrilling and dynamic technological revolution that's happening in customer support this present day. To be triumphant, your staff needs to comprehend the rules of name middle customer support and the way to use them in an more and more complicated and demanding setting. With studying issues: eighty actions and activities for name middle carrier Excellence, you could organize your staff to effectively meet the necessities of the entire consumers who name into your middle. those enjoyable, enticing, and easy-to-use actions offer numerous how you can study extra approximately name heart customer support and the way to meet callers’ heightened expectancies. in precisely mins, your staff will achieve insights, counsel, and counsel that would permit them to… • construct rapport at the cell • Take time to truly comprehend the client • Use know-how, purchaser details, and different instruments in their alternate successfully • offer options to shoppers, no more difficulties • help their group and give a contribution to its good fortune although they could • aid different crew participants by means of sharing details • reply to difficulties in ways in which verify they preserve the customer’s company

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Extra info for Learning Points: 80 Activities and Actions for Call Center Excellence (Learning Points)

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Ask for this information and for other resources that could help you gain this understanding of your customers. 38 Learning Point 31 Part 2: Developing Telephone Skills Key Learning Points 1. When listening to your customers, you should focus on which of the following? A. On what you are going to say next B. On what you think the customer will say next C. On the last call you took D. On really trying to understand what the customer is saying 2. We can listen at a much faster rate than we typically receive messages from others.

26 Learning Point 19 Listening Tips • Let the customer know that you are interested in what he or she has to say. • Ask clarifying questions or politely request that he or she repeat certain things to ensure your understanding. • Be empathetic to any problems the customer tells you about and listen for what the customer tells you he or she would like to have corrected. • Remember that it is not what you say that is as important as how you say it. Be careful you are not giving the customer the wrong message by your tone of voice or attitude on the phone.

2. B. False. Customers deserve to have problem-free service when they buy your product or service. It is your job to ensure to the best of your ability that this is the case. 3. A. True. There is always going to be someone else who would love to get your customers’ business. They will do everything possible to provide problem-free service to your customers if you give them the opportunity. 4. B. False. Although it can be argued that customers do need to be informed of certain problems that occur when providing service to them, there are many other problems that they just don’t need to be bothered with.

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