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Managing customer communications.

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Managing customer communications. ,[object Object]
Excellent listening skills Excellent non-verbal communication skills Prodductive relationship with customer Excellent verbal communication skills
Excellent verbal communication skills communicating positively. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Focus on your customer
Excellent verbal communication skills words & phrases that build relationship ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],communicating positively…… and call them back
Excellent verbal communication skills words & phrases that damage relationship ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Avoiding negative Communication
Don’t leave them on HOLD Ask permission & keep an eye on the clock. Don’t leave them waiting !
But… NEVER, EVER say that you… It’s our responsibility to get the answers they need.
When we say we do not know the answer it is a dead end to the user. That’s frustrating!
Six C of giving good inf: to customer clear complete courteous concrete correct concise
Excellent Non verbal communication with customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Excellent Non verbal communication with customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Make a good First Impression Be everything you would expect and want to your customer as you would for yourself
Excellent Non verbal communication with customer ,[object Object],[object Object],[object Object]
Positive and negative communication behavior ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Keep Smiling Build a good customer relationship. Create a devoted customer.
CHARACTERISTES OF GOOD LISTENER ,[object Object],[object Object],[object Object],[object Object],[object Object],Good Listener
Strategies for improved listening ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Listen actively use acceptance responses so they know you are listening repeat all critical elements so they know you understand paraphrase to confirm understanding ask clarifying questions when necessary
Because everyone likes to be thanked. and

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Managing customer communications.

  • 1.
  • 2. Excellent listening skills Excellent non-verbal communication skills Prodductive relationship with customer Excellent verbal communication skills
  • 3.
  • 4. Focus on your customer
  • 5.
  • 6.
  • 7. Don’t leave them on HOLD Ask permission & keep an eye on the clock. Don’t leave them waiting !
  • 8. But… NEVER, EVER say that you… It’s our responsibility to get the answers they need.
  • 9. When we say we do not know the answer it is a dead end to the user. That’s frustrating!
  • 10. Six C of giving good inf: to customer clear complete courteous concrete correct concise
  • 11.
  • 12.
  • 13. Make a good First Impression Be everything you would expect and want to your customer as you would for yourself
  • 14.
  • 15.
  • 16. Keep Smiling Build a good customer relationship. Create a devoted customer.
  • 17.
  • 18.
  • 19. Listen actively use acceptance responses so they know you are listening repeat all critical elements so they know you understand paraphrase to confirm understanding ask clarifying questions when necessary
  • 20. Because everyone likes to be thanked. and