Customer care and Telesales

8/13/2019 Customer care and Telesales

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قدر الغامة

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MILESTONEMILESTONE

Transformational pointTransformational point



MarketMarketliberationliberation

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C U S T O

M E R

C H O I C E



Changingdirection



• If you gave your customerswhat they need, there are

others wi give them whatthey didn!t dreamvedio2

"atachivedio1

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#$#

It’s not enough to meet your customer’s needs, you should delightthem by exceeding their expectations.



Customer service rep must have:

• Patience

• Friendliness

• Customer respect

• Initiation to aid.

• Good Smile• emember:

you don’t have the right to choose

customers, they have. 1%



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•office•&e'artment

•$ther

de'artments

•$ther sectors

•(artners

• ) stoc*hoders

Internal customer



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•Individua

•+om'anies

•overnmentaorgani-ation

!xternal customer



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"hy do #e care

#ith customersatis$action %



• Imagine your customer as money thatmoves with two egs towards you.



"tatic

average

• Satis$ied customer tells & persons.• 'n satis$ied customer tells ().• For every complainer customer you have *+

dont complain.• From every *+ #ho end their deals #ith you -

only have serious problem.• !very unsatis$ied *& tell $rom() to *) then

you have *&) to &)) unsatis$ied

• Companies looses *) o$ customers everyyear.



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/o# much does it cost usloosing one customer %



25

0 co$$ee shop

• & pounds a once1 *) times monthly2 ()) amonth

• ()) 1 (* month 2 (*)) pounds a year

•Customer turn over & years (*)) 1 & 2 -)))

• Satis$ied customer tells & persons.

• 3ne person at least #ill be a customer 2 -)))



• /he income wi e

• %000 asic customer %000 12000

• n satisfied customer tes 10 'ersons

• 5 'ersons at east won!t dea with this coffee

sho'

• 5%000 30000%000 asic customer 3%000

2%



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"hy don’t they come bac4 %

(. 5eath

*. Changing location

6. Friendship

+. Price

&. 5issatis$action #ith the product

-. !mployees’ carelessness



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"hy don’t they come bac4 %

(7 5eath (

*7 Changing location 6

67Friendship &

+7 Price 8

&7 5issatis$action #ith the product (+

-7 !mployees’ carelessness -9



"hat can #e do%

•e an active listener



)ctive istening

• earing vs 6istening

• )re you a good istener



6istening 6eves

• Ignoring

• (retending• "eective

• )ttentive

• m'athetic



#hy don!t we isten to others

• ind reader : ;um' to concusions <

• =ehearser : what wi I say <• >iterer : seective <

• &reamer

• Identifier : refer to his e?'erience <



#hy don!t we isten to others

• +om'arer

• &eraieur : changing su;ect <• "'arrer : eitte <

• (acater : agree with every thing <



"ome advices for active istening.

• Paraphrase :(7 Pay attention*7 Identi$y 4ey #ords

67 estate it in your #ords

7 Parroting vs. Paraphrasing

7 0void using ;argons7 0s4 clari$ying <uestions.



&o and don!t

• 5o :• 6et them *now you are istening.• se the caer!s name 3 times within ca.• @od.• (ara'hrase.

• m'athi-e and refect their feeings.• &iscourage discussion of any deusion and focus on A A now and

here A A• ?'ore ways : o'tions < to have their need met.• Brainstorm together.

• )void A! yes,ut A!.• 6earn how to say no.• 6isten to a 'arties.



&o and don!t

• &on!t C

• )rgue

• Interru't• "cod and ecture

• $ffer fase reassurance

• /ry to sove the 'roem efore thoroughyunderstanding



>irst ecture

• ar*et mono'oi-ation D com'etition

• +ustomer choice

• #hy do we care with customer satisfaction

: static <• #hy don!t they come ac*

• Be an active istener

• 6istening eves

• #hy don!t we isten

• &o and don!t.



"howing em'athy

• >ee

• >et

• >ound

• But you must e sincere.



/o e a good istener

% effective rues



ow to uid ra''ort

• Eou can uid ra''ort etween you andyour customer through C

• )ctive istening. :Dale Carnegie<

• m'athy.

• (acing.

• +reating common anguage.

• nder 'romise, over deiver.



The transfer of information messages or ideas to a

second part "ith m#t#al #nderstanding$

%as of comm#nication &

'$ One "a($ T"o "a

C$ )ro#p

+ommunication is



• Communication process involves

• Sender

•Receiver

• Message

• Feedback * response

+ommunication 'rocess



=>?@A B=DE



/he three anguage

• ody

•ocal• erbal



/he three anguage

• ody &&

•ocal 69• erbal

+ i t i d



+ommunicate using ody

anguage

"hy is it called a language %



ody language(6 #ay to send messages #ithout #ords

• (7 /ead

• *7 !ye contact

• 67 0rms

• +7 Hegs




• &7 Chest direction

• -7 !motions

• 7 $acial expressions smile J

• 97 Gestures

• 87 clothes




• ()7 sound

• ((7 chec4 hands

• (*7 "ay o$ standing

• (67 ehaviour



+a center ty'es

• /ee saes

• /ee mar*eting

•/echnica su''ort

• +ustomer service



reetings and goodyes

• &o you thin* standard greeting etter



reeting guideines

• )im to answer the ca within 3 seconds.

• (ause efore ifting the caer.

•"miing conveys warmth and friendiness.• Fisuai-e the caer.

• se the standard greeting.



oodyes guideines

• "ummari-e the *ey 'oints.

• =efer to any future actions.

• )s* for any other service you can do.• /han* them for caing your com'any.

• Gee' your 'romises.

• >uy com'ete this ca efore starting another.• a*e sure you have emotionay ended

this ca.



$n hod

• &on!t cu' the mouse 'iece with your hand.

• )s* their 'ermission.

• ive reasons and time for hod.

• #ait for a res'ond from the customer.

• &on!t e?ceed 2 minutes on hod.: 30 sc <

• /han* the customer for waiting.



anding com'aints cas

1H 6isten.

2H )void ;um'ing to concusions.

3H &on!t ta*e it 'ersonay.

4H /hey want to e heard.

5H )s* for suggestions.



anding com'aints cas

%H ather a information efore soution.

7H se tria case.

8H anage the customer!s e?'ectations.

9H +ose the ca.

)")(



5ealing #ith di$$icult customer

0re you nervous %




• /he angry com'aining customer

• "tay 'ositive.

• )ow him to et off steam.

• "how em'athy.

• se his name, and offer yours.

• )'oogi-e.

• >ind out what they want.




• nsure you understand him.

• "uggest a soution.

• /han* him for ringing the 'roem to your

attention.

• =ecord and 'ass the com'aint.



+ustomer ty'es

• /he mista*en customer C

• Be tactfu

• &on!t say you are wrong

• /a* aout situation.

• se tactfu statements.

• Gee' e?'anation cear, sim'e and rief.

• se carifying uestions.



/he critica customer

• >ind out the 'roem and whathe want.

• nsure you *now the

com'any!s 'oicy.• /han* him for ringing the

'roem.

• "earch aternatives.• ?'ain what you can do.



/he critica customer

• a*e sure management *now aout the

'roem.

• "hift their attention to the soution.

• +hec* your authority to act.

• )void J yes , ut J.

• >ind the 'oints of agreement.



/he ausive customer

• "tay coo, don!t ta*e it 'ersonay.• Focus on things you have control on.

• et him ac* to the 'roem.• Eou can as* su'ervisor for he'. :some cases <

• Eou can!t hang u' or end the ca.

• &on!t say e cam.



Closed <uestions.

3$$ers

Pause a$ter <uestions

e $riendly

'se normal sale pace

"ho''ing over



" i



• +ontinuous training.

• anaging customer care rues

• +hoose your words carefuy : say and

donKt say <

• se your ody anguage

"'ecia customer care

" i t



• Be coo'erative

• se G") /echniue

• 6earn from otherKs e?'erience

• "ef confidence

• Be 'ositive

"'ecia customer care



#hat is seing

H0ct o$ persuading another person.

HProcess o$ inducing K assisting.



@eed L otive

•Leed : +reation or ncover , "atisfaction

•Motive : Is what causes 'eo'e to act



>eatures L Benefits

•Features: "'ecifications of a 'roduct or

service.

•ene$its:

Faue to the customer .

+ustomer aways uy ene$its



Buying otives

•/o uy /o satisfy a need.

•#e *now uying motives which are

M)6 I($=/)@+.

•/o find out uying motives, )"G

M"/I$@".

•6et customer uy for I" reasons, not

yoursN



Buying otives

•Possession Da*ing a ain , )voiding a 6oss

•!xperience Daving 'easure, en;oyment, comfort,

convenience

D )voiding 'ain, worries, 'roems

•ecognition DBoosting sefHsatisfaction, 'ride

Daining socia a''rova, 'restige



)''roach : $'ening<

"hat is 0pproach%"*i of ca'turing the customer!s attention O focusing onthe saes ca.

"hy%"ecure accessain attention+reate 'ositive interest

Parts%1Hreeting L Introduction

2H/echniues )ddress uyer!s needs

"te' 1 C Identify a *nown or 'resumed customer need "te' 2 C (ro'ose a feature O enefit that satisfy this

need3H )s* a uestions

"hy Nuestioning in 0pproach%



"hy Nuestioning in 0pproach%

1H/o gain attention

2HBrings customer into 'resentation

3H/o confront the customer with a to'ic of

his interest



#hat is 'roing

Probing is the s4ill o$ <uestioning

Oo uncover customer needs K

concerns



/y'e of (roes

3pen probe : ) uestion that invites as

e?tended e?'anation.

Closed probe : ) uestion that can e

answered in a singe word, often JE"P or

J@$P

Never start with closed probe



=einforcing

ein$orcing is:

/he s*i of satisfying customer needs with

'roduct features O enefits.

=einforcing firmy estaishes you as a

'roemHsover and shows the customer

why your 'roduct is needed.



/y'ica uying signas

HEes, I i*e your 'roductQHI thin* I coud use itQ

HIt sounds good to meQ

H#ho ese is using itQHI may need to order 100 'ac*s.

How aout deivery.H

It!s easy to a''y. H&o I have to decide at once.How much does it costQ

/ f



/y'es of coses

(75irect close.Jow many 'ac*s of this 'roduct do you need this

monthP*7!ither or close.

J&o you want red or ue oneP67Step7by7step close.

e' the customer to decide.+7Summery close.

=eview y summery the acce'ted enefits ony

: &on!t add anything new<&7Incentive close.

JIf you order now, youK get additiona 5R discountP

"i ( i i f i



"i? (rereuisites efore cosing

1H'ros'ect com'etey understood your offer .2H=ea uying motive found out and

addressed.

3H+ustomer has confidence in you O com'any.

4H ) we 're'ared cose.

5H/he right timing.

%H+ustomer has the authority to uy.

"in7"in Situation

/h "h t +



/he "hort +a

Strategy:1H(resent 'roduct features O enefits to

meet *nown or 'resumed needsS

2H )s* for action as soon as 'ossieS

3H )ttem't to e?'and the ength of the ca

whenever 'ossie.



• /he asic 'rinci'e when deaing with

customer C

GissGee' it sim'e and sincere.

b



emember

• 0ll s4ills are gained by

practice



•/rainerehaTyahoo.com

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Customer care and Telesales

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