Download Brilliant Customer Service by Debra Stevens PDF

By Debra Stevens

Maintain them coming again for extra   impressive customer support is your consultant that can assist you bring remarkable customer support and maintain your clients coming again time and many times. It’s for a person all in favour of any business enterprise – even if you run your individual enterprise, deal with humans otherwise you are a patron dealing with worker. It doesn’t topic what your funds is, you’ll locate plenty of basic alterations you could enforce at once to construct a hugely profitable customer support approach. fabulous results ·        determine your clients genuine wishes and the way most sensible to satisfy them ·        construct belief and long-term loyalty along with your consumers to stick sooner than the contest ·        ensure you are remembered and prompt

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If you pick up on the clues, use your questioning and clarifying skills to check your assumptions and understanding. brilliant tips Listening on the phone ●● Be aware of the customer’s voice. Listen for the volume, tone and pitch as they are really good clues as to how they are feeling. If the pitch or tone goes up or down, it indicates a change in the customer you are listening to. If this goes up, it can indicate that they are excited or enthused by something; if it goes down, it can indicate that they are resigned or view something negatively.

It involves using the answer to the previous question as the parent of the next. It requires the use of open questions as opposed to closed: Open prefixes Closed prefixes What Are you When Can you Who Should you Where Did you How Will you Why Would you Which Have you Tell me Do you Explain Is it Describe Does it For what reason(s) Could it In what way(s) Give me an example Expand on that 21 22 brilliant customer service Open questions allow the customer to give more detail, and they are a great way of encouraging them to tell us more about how they are thinking and feeling.

____ 13 In face-to-face conversation, I look for non-verbal forms of communication, such as body language, tone of voice and other signals which provide information in addition to the speaker’s words. ). ____ 15 I ask for the spelling of names and places when I’m taking a message. ____ Scoring how you rate as a listener Rate yourself as follows: 64 or more 50–63 40–49 39 or less 5 5 5 5 You’re an excellent listener! You’re better than average. You require improvement. You’re not an effective listener.

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