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?