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Mission Possible:

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by

Theresa Bieghler

on 11 October 2016

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Transcript of Mission Possible:

Mission 6: Identify the Secret Formula
Greeting
Acknowledge
Solve the problem-First Call Resolution
Telephone Etiquette: Tone of voice, sincerity, NEVER say WE CAN'T without Saying I'm sorry first, hold guidelines, RESPOND TO COMMENTS


Secret Instructions
Listening skills
Parroting
Use listening words: ummm, oh, ok, sure
I'm hearing you say....
Acknowledge their feelings!
I understand you are upset
I wouldn't be happy about that either
Explain that you will certainly help them
Tell them what we CAN do---Never what we CAN'T do or what they HAVE to do
Seek and Destroy Clueless Responses
I have no clue
Our policy is......
Would you let me finish/listen to me
Who told you that
There's not much I can do about that
You HAVE to...
No Problem
There's no way for us to...
Like I said...
Calm Down
Mission Possible:
Find and give killer customer service!

Mission # 1
Take this job and love it!
Confucius say: Choose a job you love and you'll never have to work a day in your life!
WHAT WAS WRONG WITH THAT?
Let me tell you why we can't...
Here's what we can do..
Let me get you to someone who can help
Unfortunately, our driver isn't able to drive in the storm you are having.
I wish I could do that for you.

Mission 2: Identify the enemy and destroy!
BAD CUSTOMER SERVICE!
ABSOLUTELY!
I CAN DO THAT!
OF COURSE!
YES
I'LL BE HAPPY TO
Mission 5: Diffuse Angry Customers

Let the customer Vent (Well, you'd be mad too, wouldn't you?)
Let them know you are listening-(uh huh, I understand, etc)
Empathize-put yourself in the customer's shoes! (I understand why you are unhappy)
Be on their side!
Apologize (I'm so sorry this happened to you)
Tell the customer what you CAN do (Let me see what I can do for you! or Here is what I can do for you. or--I wish I could do that for you, but at least I can ....)
Do NOT argue
Do NOT assign blame
Mission 4:
Are there some missions that really are impossible?

Personal pride

Patience
Patience
Patience
Patience
Patience!
Patience
Be fanatical about Great Customer Service!
Your challenge is not to just improve.
It is to break the service paradigm in your
industry so that customers aren't just satisfied,
they're so shocked that they tell strangers on the
street how good you are!
Happiness
Watch your tone!
Mission # 3
Watch out for the ambush!
Things that sound harmless but can sabotage a relationship

He who takes the call owns the call
jeopardylabs.com/play/mission-impossible2


If you aren’t “fired up” with enthusiasm, you’ll be fired with enthusiasm

Success is not the key to happiness.
Happiness is the key to success

The happiest people don’t necessarily have the best of everything,
they just make the best of everything

If you want to be happy-BE

Stop worrying and start living

The only thing that can make you happy is you

Most folks are about as happy as they
make up their minds to be


Don't take life to seriously, you'll never make it out alive anyway
And there will never be a time when it is not now

How simple is it to see that we can only be happy now

Attitude is the difference between
an ordeal and an adventure
Your mission should you choose to accept it:
More than a third of Americans admit that
they'd rather eat year-old fruitcake than contact a customer service department
What? I have to call Customer Service?

Hello? Hello? Why can't you give me what I want?
I really want to help you!

EMPATHIZE-BE ON THEIR SIDE

APOLOGIZE SINCERLY

Actively listen


Let them vent

Quinoa:

Keen wah
Bolognese:

bo-lo-naize
Tostada pizza:

flat bread layered with black bean puree
Jerk Sauce:

spices, sugar, onion and red pepper
Pasta Primavera
: cooked veggies (sweet potatoes, mushrooms, broccoli, carrots, onion, green beans, peas, yellow squash and red pepper)
Take Care of our customers!
You are the VIP of TCOC
TAKE
CARE
OF
OUR
CUSTOMERS!
Happy Halloween

Identify the enemy
(Bad customer service)
and Destroy!

Mission 2:
You are the guardians of Great Customer Service!
Easy Customer Service
Energy in your voice!
Acknowledge what the customer said
THEN verify the account
Solve the problem, take the order
Respond to customer comments
"I really want to help you"
Beginning today, treat everyone you meet as if they were going to be dead by midnight. Extend to them all the care, kindness and understanding you can muster, and do it with no thought of any reward. Your life will never be the same again.

Og Mandino



YOUR WORK
is going to fill a large
part of your life, and
THE ONLY WAY
TO BE TRULY SATISFIED IS TO DO WHAT YOU BELIEVE IS
Great work
And the only way to do great work is to
love what you do.
If you haven’t found it yet,
KEEP LOOKING, AND
DON’T SETTLE.
As with all matters of the heart,
you’ll know when you find it.

Full transcript