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  • Welcome
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  • Version Control Hidden Slide
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  • Contents Hidden Slide
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  • Communication & Customer Care
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  • Objectives At 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
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  • Customer Care Exercise #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?
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  • Customer Care Exercise #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.
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  • in the first 90 seconds. Moments of Truth People form 90% of their lasting impression
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  • 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
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  • High Cost of Losing? Give the customer something worth paying for and hell pay you! A Passion for Excellence. Tom Peters
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  • Communication Words Tone Behaviour
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  • Communication Words Tone Body Language 7% 38% 55%
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  • Communication 15% 85% 0% Words Tone Body Language
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  • Communication Exercise #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.
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  • Communication Exercise #3 Volunteer transmitter to step forward. Transmitter will describe a picture. All receivers are to re-draw the picture on paper. Receivers cannot ask any questions, must turn away from screen and not copy their neighbours!
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  • Communication
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  • Communication Problem!
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  • Building Rapport Exercise #4 In groups, brainstorm actions we can take to help build rapport with others in those 90 seconds. Brainstorming: Never criticise ideas or people Get lots of ideas - Record them all Avoid discussing ideas Incubate & reflect what ideas we use?
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  • Building Rapport
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  • Tone of Voice Positive Attitude Active Listening VAL factor
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  • Voice
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  • Remember your voice creates a PICTURE of you and 2Touch in the other persons mind: P itch I nflection
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  • INFLECTION I didnt say you stole my money.
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  • Voice Remember your voice creates a PICTURE of you and 2Touch in the other persons mind: P itch I nflection C ourtesy T one U nderstanding R ate E nunciation
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  • 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:
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  • Voice Remember your voice creates a PICTURE of you and 2Touch in the other persons mind: P itch I nflection C ourtesy T one U nderstanding R ate E nunciation
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  • 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
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  • 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
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  • P itch I nflection C ourtesy T one U nderstanding R ate E nunciation Put ain your voice. Voice Remember your voice creates a PICTURE of you and 2Touch in the other persons mind:
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  • Attitude
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  • 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 Attitude Why a company loses its Customers 9% 5% 1% 68% 3% 14%
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  • Listening Skills ListeningTalkingReadingWriting Learnt1 st 2 nd 3 rd 4 th Used45%30%15%10% TaughtLeast----------- Most
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  • Listening Skills Exercise #6 Eleanor Rigby Have you heard this song before?.
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  • Question Time
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  • 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.
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  • Question Time Open questions begin with: WhoWhat WhichWhy When Where How - and are used to gain information.
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  • Question Time Exercise #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
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  • Question Time Exercise #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
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  • Conversation Cycle Input Question Listen Acknowledge
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  • Conversation Cycle Exercise #8a Think of another subject youre 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 youre passionate about Have a conversation! No questions allowed 2 may only acknowledge 1 3 minutes
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  • Sounding Confident Under Pressure Positive language Breaking bad news Being Assertive
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  • 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.
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  • Sounding Confident Under Pressure Its against our policy. Thats not my job Thats not the way we do things Theres nothing else I can do You set it up wrong We dont support that. You need to call Whats your point? Forbidden Phrases
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  • 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 Pressure Giving Bad News Gently
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  • Assertive: (adj.) confident and direct in dealing with others. Sounding Confident Under Pressure Being Assertive
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  • Sounding Confident Under Pressure Being Assertive Exercise #10 Split into 3 groups. Follow the handout to define and describe one of the behaviours.
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