1. Quality In ConversationThe Tenets Of Productive Telephone Communication

2. (C) All rights reserved 3. Quality In ConversationThe Tenets Of Productive Telephone CommunicationItem 1 The puzzle pieces that make up the customers experienceItem 2 Stages of Excellent Customer ServiceItem 3 Communication QuirksItem 4 Common CourtesiesItem 5 The Scripted Advantage (C) All rights reserved 4. Key Piece of the PuzzleI AM PART OF THE TEAM THAT CREATESIM A WINDOW WASHER EXCEPTIONAL EXPERIENCES FOR OUR GUESTSame job, same cleanwindows, but Chais purpose isconnected to the bigger picture (C) All rights reserved 5. Key Piece of the PuzzleEach team member is key to the customers experience Chai does more than cleanwindows , he makes me feel like awelcomed guest so I would want toreturn Chai is part of the customerexperience(C) All rights reserved 6. Research WHAT you say is as important as HOW you say it Face to face communication consists ofthree components Words 7% Tones 38% Physiology 55% Telephone communication consists oftwo components Words 15% Tone 85% (C) All rights reserved 7. Stages of Excellent Customer ServiceThe Tenets of Productive Telephone CommunicationFrom the opening of a call to the Stage 1 Friendly and courteous opening closing statements, every step ofthe way is an exercise in Create a Friendly / Courteous Climatecustomer appreciation. A simple and professional greeting and extension of serviceSimple things like greeting your Stage 2 Get the necessary informationcaller, clearly stating your nameand allowing time for the Careful and deliberate listening sets the framework of a working customer to speak; will place you relationship and establishes respect a position to be of service,manage the call and highlightsthe companies level of dedication Stage 3 Mirror effectand degree of customer focus. Check for understanding, reiterate what you understood Stage 4 The proposal Propose plans of actions to address the reasons for the contact (C) All rights reserved 8. Stages of Excellent Customer ServiceThe Tenets of Productive Telephone CommunicationStage 5 The agreement This is where you review and explain what has been done to resolve or comply with the requests orissues. Stage 6 - Keeping the promiseMake sure that you do what you said you would do. Follow up on any outstanding issue. Stages 7 - Documentation and Scripting Ensure that all customer contacts are properly Use scripts to establish consistency throughout documented the organization (C) All rights reserved 9. Communication QuirksThe Tenets of Productive Telephone Communication vocabulary specific to a informal usage ofMaintaining professionalism is particular tradevocabulary critical to emoting confidence, should only be used to should be avoided at all integrity and setting the educate and/or help the timesexpectations. These common customer navigate maintain communication quirts make or through the next stepsprofessionalismbreak interactions and shouldbe avoided.JargonSlang Jargon is necessary withinparticular trades to ensureefficiencies. The use of jargon avoid making clickingsounds, lip smacking, etcwith customers usually leads to non-verbal clues makeconfusion and up the majority of the misunderstanding. interactionAttitudeSounds (C) All rights reserved 10. Common CourtesiesPutting a caller on hold and transferring callsHold1. Explain why2. Ask permission3. Put caller on hold4. Thank the caller for holdingTransferring1. Tell the caller to whom he or she will be transferred2. Explain why3. Ask permission4. Transfer the call(C) All rights reserved 11. Common Courtesies Heres what I CAN do When you dont know the answer: Be honest Advise the customer that you will follow up Stay in communication, even if you still dont have the answerDamage Control Be a blame buster, not a finger pointer! Listen to the issue -dont take it personally Empathy, Ownership, Assurance (C) All rights reserved 12. Common CourtesiesStandards of ServiceReturn voice messages within 1 to 2hours Standards of ServiceMinimums MaximusCall back when you say you willCall back even if you dont have the 7:15 answer yet 6:00When you are off, make sure to set upyour voice mail and provide analternate way to contact the company2:002:330:45 0:03 Talk Time Hold TimeTotal HandleTime(C) All rights reserved 13. The Scripted AdvantageScripts are guides that help you stay on target Keep scripts simple, polite & to the pointConsistent MessageSets the ToneEstablishes ControlManages the Outcome(C) All rights reserved