Hidden Slide Welcome Hidden Slide Version Control Hidden Slide.

Welcome

Communication & Customer Care

ObjectivesAt the end of this module you will:

• Appreciate how best the telephone can be used to promote good customer relations

• Identify what makes an effective telephone voice.

• State the importance of listening effectively.

• Sound more confident when under pressure.

• Deal with angry and abusive callers.

• Live the values of 2Touch & BOI using professional communication

Customer CareExercise #1

With your partner, please talk about the times when you felt most dissatisfied with a service.

• Discuss the various situations and look for common themes.

• How could the suppliers have prevented these disasters from happening?

Customer CareExercise #2

With your partner please talk about the times when you felt most delighted with a service.

• Discuss the various situations and look for common themes.

• Try to identify exactly why you were particularly pleased and what behaviours the company/individual used.

… in the first 90 seconds.

Moments of Truth

People form 90% of their lasting impression…

High Cost of Losing?• Increasing customer retention from 10% to 15% can double profits.

The Harvard Business Review

• It is 5 times more expensive to acquire new customers, than to keep existing customers. TARP.

• 82% of customers whose problems are solved buy again.Travellers Insurance

• Only 4% of dissatisfied customers complain.Technical Assistance Research Institute

• The average wronged customer will tell 8 to 16 people – over 10 percent will tell more than 20 people.

TARP

• 91% of unhappy customers will never purchase goods or services from us again.

TARP

High Cost of Losing?

“Give the customer something worth paying for

and he’ll pay you!”

A Passion for Excellence. Tom Peters

Communication

Words

Tone

Behaviour

Face to Face

Tone38%

Words7%

Body Language

55%

Communication

Words

Tone

Body Language

7%

38%

55%

Telephone

Tone85%

Words15%

Body Language

0%

Communication

15%

85%

0%

Words

Tone

Body Language

CommunicationExercise #3

In pairs, sit back to back.One person to be ‘transmitter’, and the

other to be the ‘receiver’.‘Transmitter’ to describe the picture.‘Receiver’ to re-draw it.‘Receiver’ is not permitted to ask

questions.

Communication Problem!

Building RapportExercise #4

In groups, brainstorm actions we can take to help build rapport with others in those 90 seconds.

Brainstorming:Never criticise – ideas or peopleGet lots of ideas - Record them allAvoid discussing ideasIncubate & reflect – what ideas we use?

Building Rapport

Building Rapport

• Tone of Voice

• Positive Attitude

• Active Listening

“VAL factor”

Voice

VoiceRemember your voice creates a PICTURE of

you and 2Touch in the other persons mind:

Pitch

Inflection

INFLECTION

I didn’t say you stole my money.

VoiceRemember your voice creates a PICTURE of

you and 2Touch in the other persons mind:

Pitch

Inflection

Courtesy

Tone

Understanding

Rate

Enunciation

Voice

Exercise #5

• Read the text aloud in your normal speaking voice.

• If you reach the end, simply start again from the beginning.

• You will have one minute.

• Note where you finish.

Remember your voice creates a PICTURE of you and 2Touch in the other persons mind:

VoiceRemember your voice creates a PICTURE of

you and 2Touch in the other persons mind:

Pitch

Inflection

Courtesy

Tone

Understanding

Rate

Enunciation

International Phonetic Alphabet

A – Alpha

B – Bravo

C – Charlie

D – Delta

E – Echo

F – Foxtrot

G – Golf

H – Hotel

I – Indigo

J – Juliet

K – Kilo

L – Lima

M – Mike

N – November

O – Oscar

P – Papa

Q – Quebec

R - Romeo

S – Sierra

T – Tango

U – Uniform

V – Victor

W – Whiskey

X – X-ray

Y – Yankee

Z – Zebra

Alternative Phonetic Alphabet

A – Apple

B – Bertie

C – Charlie

D – Dog

E – Edward

F – Freddie

G – George

H – Harry

I – India

J – Jack

K – King

L – Lucy

M – Mother

N – Nelly

O – Orange

P – Peter

Q – Queen

R - Rodger

S – Sugar

T – Tommy

U – Uncle

V – Vera

W – William

X – X-ray

Y – Yellow

Z – Zebra

Pitch

Inflection

Courtesy

Tone

Understanding

Rate

Enunciation

Put a in your voice.

VoiceRemember your voice creates a PICTURE of

you and 2Touch in the other persons mind:

Attitude

• Some go to the competitors because of competitive reasons.

• Some die.

• Some stop using the product or service because it no longer meets the customers needs or expectations.

• Product service / dissatisfaction

• Some take their custom elsewhere due to the indifference of the staff

• Some move away

AttitudeWhy a company loses its’ Customers

9%

5%

1%

68%

3%

14%

Listening Skills

Listenin

g

Talking Readin

g

Writing

Learnt 1st 2nd 3rd 4th

Used 45% 30% 15% 10%

Taught Least ----------- ----------- Most

Listening Skills

Exercise #6

• Eleanor Rigby

• Have you heard this song before?.

Question Time

Question Time

Closed questions usually begin with:

Do…? Is….? Can…?

Will….? Shall…? May…?

Did…? Does…? Have…?

Would…? Should…? Could…?

- and are used to gain confirmation.

Question Time

Open questions begin with:

Who What

Which Why

When Where

How

- and are used to gain information.

Question TimeExercise #7

Twenty Questions?• In pairs, sit facing each

other.• Guess the ‘celebrity’ your

partner has by asking Closed Questions only.

• Keep a tick list of exactly how many questions you ask before you find the answer.

Is Can Do Will Shall May

Should Could Would Did Are

Have etc…

Question TimeExercise #7a

• Same game• Guess the ‘celebrity’ your

partner has by asking Open Questions only.

• Keep a tick list of exactly how many questions you ask before you find the answer.

Who What Where When

How Why Which

Conversation CycleInput

Question

Listen

Acknowledge

Conversation Cycle

Exercise #8a• Think of another subject

you’re passionate about• Have another conversation!• ‘2’ to ask questions to ‘1’ • 3 minutes

Exercise #8• In pairs, decide who is ‘1’

and ‘2’• Think of a subject you’re

passionate about• Have a conversation!• No questions allowed• ‘2’ may only acknowledge

‘1’• 3 minutes

Sounding Confident Under Pressure

Positive language

Breaking bad news

Being Assertive

Sounding Confident Under Pressure

Exercise #9• Working in pairs.• Change the sentences on

the handout so that they sound more positive.

• Use the positive words from the previous handout.

Sounding Confident Under Pressure

• It’s against our policy.

• That’s not my job

• That’s not the way we do things

• There’s nothing else I can do

• You set it up wrong

• We don’t support that. You need to call…

• What’s your point?

Forbidden Phrases

• We may be able to identify and offer an alternative.

• We may be able to offer to take some action ourselves.

•  We may be able to give the caller some additional information to soften the blow

Sounding Confident Under PressureGiving Bad News Gently

Assertive: (adj.) confident and direct in dealing with others.

Sounding Confident Under PressureBeing Assertive

Sounding Confident Under PressureBeing Assertive

Exercise #10• Split into 3 groups.• Follow the handout to

define and describe one of the behaviours.

• Be open and honest with yourself and others. 

• Say what you can and/or cannot do. 

• Speak clearly. 

• Remain calm - do not get angry yourself. 

• Try to appreciate how the situation may affect how the other person may be feeling.

Sounding Confident Under Pressure

Being Assertive

Awkward Squad

Awkward Squad

• Deal with the Callers Emotion. 

• Deal with the Callers Problem.

Awkward Squad

• Argue with the customer. 

• Take the complaint personally 

• Run your company down

• Blame the customer• Interrupt

Don’t! • Make unrealistic

or ‘false’ promises

• Use jargon• Justify the

Problem• Make excuses.

Awkward SquadDo• Apologise

• Use the caller’s name

• Listen

• Ask Questions

• Summarise/repeat Information

• Be loyal to your company

• Be Empathetic

• Sound sincere

Awkward Squad

• Strike 1 - Warning – you may terminate the call.

•  Strike 2 - Warning – you will terminate the call.

• Strike 3 - Inform - Having warned the customer twice you inform them that reluctantly you are now actually terminating the call.

Our Values in Communication & Customer

Service

Simple Passionate Human Positive Open Creative 

Exercise #11• Split into groups of 3 or 4• Construct a 3 minute

Role-play of a Customer Service scenario

• Incorporate 2Touch & BOI Values into conversation

• Make it fun!

ObjectivesAt the end of this module you will:

• Appreciate how best the telephone can be used to promote good customer relations

• Identify what makes an effective telephone voice.

• State the importance of listening effectively.

• Sound more confident when under pressure.

• Deal with angry and abusive callers.

• ‘Live the values of 2Touch’ using professional communication

Communication & Customer Service

Any questions?