Documentos de Académico
Documentos de Profesional
Documentos de Cultura
Basic concept of customer service Basic communication skills of dealing with customers
customers;
Dont make promises unless you WILL keep them Listen to your customers
Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem .
Customer complaints p.85, Book 4 Telephone complaints p.131, Book 3 Handling difficult situations p.43, Book 4 Resolving conflict p.73, Book 4 Active listening p.89, Book 4
Words & phrases that damage customer relationship Ill find out for you;
You dont understand. Ill need to check on that and get back to you; I dont know. Ill have to look that up, when is a good time for me I cant to call you back? You dont see my point. Hold on (or hang on) a second. Our policy says (or prohibits) Thats not my job/responsibility. You must/should Youll have to What you need to do is Whats your problem? Why dont you? I never said
Homework
Listening pp.84-85 Case study p.90
Appendix
How to deal with different types of customers?