Secondary Catalogue

Communicating Effectively

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your customer service team improve their communication skills. Chapter 1: Using Your Voice Effectively. Think about your pitch, pace and tone and use your natural voice when engaging customers. Be warm, and medium paced, without being smarmy or twittery. Try engaging customers by following their voice patterns a little, but don’t mimic them. Chapter 2: Questioning Techniques - Part 1. To get to know your customers and their needs, use closed questions to get facts, open questions to learn more, and recall questions to build a history. Chapter 3: Questioning Techniques - Part 2. To help guide and control your customer’s interest, use rhetorical questions to confirm understanding, assumptive questions to create decisions, and leading questions to direct them towards a sale or solution.

Rating: E
Production Year: 2015
Duration: 8 min
Series: Customer Service Essentials
Printable Resources: Yes

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