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Transcript of Mission Possible:
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
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...
There's no way for us to...
Like I said...
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!
I CAN DO THAT!
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
Are there some missions that really are impossible?
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!
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
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
Let them vent
flat bread layered with black bean puree
spices, sugar, onion and red pepper
: 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
Identify the enemy
(Bad customer service)
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.
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
And the only way to do great work is to
love what you do.
If you haven’t found it yet,
KEEP LOOKING, AND
As with all matters of the heart,
you’ll know when you find it.