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Transcript of Customer Service
Focus on the customer eliminating distractions
Refrain from passing judgments or forming solutions until the customer is finishes explaining the issue
Let the customer finish what they are saying
When the customer is finished paraphrase what they said, repeating their ideas in your own words.
Is the identification and understanding of another person emotions
(aliening with the customer) You can be understanding an caring with out taking on their emotional state
Encourage the customer to vent any negative emotions they may have
Help you to remain emotionally detached from what the customers says
Allow the customer to give you the information you need to know to satisfied them and provide the best customer care positive attitude
motivation Initiation resolution closing
communication Keep in mind The customer may express strong emotions and try to elicit emotional responses from you, but in the end how you respond is entirely your decision.
It is acceptable to have a range of emotions, but is not always acceptable to express them. Cont'd Active listening involves engaging the speaker in dialogue and proving what the client is saying. Proving and summarizing are particularly important when dealing with challenging or difficult customers . Benefits 1.Active listening 2.Empathy 3. Mirroring You are representing your company mentally prepare yourself for the costumers’ issue. Be enthusiastic
Take your time and pay attention. Give costumers more that they expect Active listening satisfied customers
develops and maintains relationships The value of complaints It is important to look at all complaints positively rather than negatively.
each could be potentially beneficial to the business
COMPLAINTS ARE OPPORTUNITIES Complaints BENEFITS free research
customer loyalty THANK YOU If you listen actively customers will enjoy talking to you
People like listeners who seem genuinely interested and who make an effort to understand them rather to jump to conclusions about them.
Develops and maintains relationships
As a result customer would want to deal again with you because they feel you are receptive to what they have to say is a way to encourage a customer to assume a desirable emotional state. In effect when you mirror you reflect the desired emotional state in the customer so when the customer looks at you interacts with you they see a reflection showing them the way they should be acting. How to identify the customer’s issue? 1. Ask the customer to tell you the issue
2. Listen to the customer
3. Be patient
4. Drill down the root of the issue
5. Clarify what the customer expects
6. Communicate in a way the customer understands
7. Be knowledgeable enough in your company’s products and services then you can tell the difference between the actual issue and misplaced expectations. LET'S SEE AN EXAMPLE How would you have handle the situation ? Active listening
Value of complaints
through the use of: