Tài liệu 101 customer service training scripts for handling any situation pptx

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Perfect Phrases for

Customer Service

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Also available from McGraw-Hill

Perfect Phrases for Performance Reviews by Douglas Max

and Robert Bacal

Perfect Phrases for Performance Goals by Douglas Max and

Robert Bacal

Perfect Solutions for Difficult Employee Situations by Sid

Kemp

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Hundreds of Tools,Techniques,

and Scripts for Handling Any Situation

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Customer Service

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Robert Bacal

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v

Preface xi

About the Author xv

Chapter 1. Basics of Customer Service 3

What's in It for Me? 4

Different Kinds of Customers 6

First Things First—Dispelling an Important

Customer Service Myth 8

Understanding What Customers Want 9

About This Book 13

Chapter 2. Customer Service Tools and Techniques 16

Above and Beyond the Call of Duty 19

Acknowledge Customer’s Needs 19

Acknowledging Without Encouraging 20

Active Listening 20

Admitting Mistakes 21

Allowing Venting 21

Apologize 22

Contents

Part One. Succeeding at Customer Service 1

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Contents

Appropriate Nonverbals 22

Appropriate Smiles 22

Arranging Follow-Up 23

Assurances of Effort 23

Assurances of Results 24

Audience Removal 24

Bonus Buyoff 24

Broken Record 24

Closing Interactions Positively 25

Common Courtesy 25

Completing Follow-Up 26

Contact Security/Authorities/Management 26

Disengaging 27

Distraction 28

Empathy Statements 28

Expediting 29

Expert Recommendations 29

Explain Reasoning or Actions 29

Face-Saving Out 30

Finding Agreement Points 31

Finishing Off/Following Up 31

Isolate/Detach Customer 31

Leveling 31

Managing Height Differentials/Nonverbals 32

Managing Interpersonal Distance 32

Not Taking the Bait 34

Offering Choices/Empowering 34

Plain Language 35

Preemptive Strike 35

Privacy and Confidentiality 36

Probing Questions 36

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Pros and Cons 37

Providing Alternatives 37

Providing a Customer Takeaway 38

Providing Explanations 38

Questioning Instead of Stating 39

Referral to Supervisor 39

Referral to Third Party 40

Refocus 41

Setting Limits 41

Some People Think That (Neutral Mode) 43

Stop Sign-Nonverbal 43

Suggest an Alternative to Waiting 44

Summarize the Conversation 44

Telephone Silence 45

Thank-Yous 46

Timeout 46

Use Customer's Name 46

Use of Timing with Angry Customers 47

Verbal Softeners 47

Voice Tone—Emphatic 48

When Question 48

You're Right! 49

1. When You Are Late or Know You Will Be Late 53

2. When a Customer Is in a Hurry 56

3. When a Customer Jumps Ahead in a Line

of Waiting Customers 58

4. When a Customer Asks to Be Served Ahead of

Other Waiting Customers 60

Part Two. Dealing with Specific

Customer Situations 51

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Contents

5. When a Customer Interrupts a Discussion Between the

Employee and Another Customer 62

6. When a Customer Has a Negative Attitude About Your

Company Due to Past Experiences 64

7. When You Need to Explain a Company Policy

or Procedure 67

8. When a Customer Might Be Mistrustful 70

9. When the Customer Has Been Through Voicemail Hell 73

10. When a Customer Is Experiencing a Language Barrier 76

11. When the Customer Has Been “Buck-Passed” 79

12. When a Customer Needs to Follow a Sequence

of Actions 81

13. When the Customer Insults Your Competence 83

14. When a Customer Won't Stop Talking on the Phone 85

15. When the Customer Swears or Yells in Person #1 87

16. When the Customer Swears or Yells in Person #2 90

17. When a Customer Won't Stop Talking and Is Getting

Abusive on the Phone #1 93

18. When a Customer Won't Stop Talking and Is Getting

Abusive on the Phone #2 96

19. When a Customer Has Been Waiting in a Line 99

20. When You Don't Have the Answer 101

21. When Nobody Handy Has the Answer 105

22. When You Need to Place a Caller on Hold 108

23. When You Need to Route a Customer Phone Call 111

24. When You Lack the Authority to … 114

25. When a Customer Threatens to Go over Your Head 116

26. When a Customer Demands to Speak with

Your Supervisor 118

27. When a Customer Demands to Speak with Your

Supervisor, Who Isn't Available 121

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Contents

28. When a Customer Threatens to Complain

to the Press 123

29. When a Customer Demands to Speak to the "Person in

Charge" 126

30. When a Customer Makes an Embarrassing Mistake 130

31. When a Customer Withholds Information Due

to Privacy Concerns 133

32. When a Customer Threatens Bodily Harm

or Property Damage 136

33. When a Customer Is Confused About What He

or She Wants or Needs 140

34. When a Customer Makes a Racist Remark 143

35. When a Customer Makes a Sexist Remark 146

36. When a Customer Refuses to Leave 149

37. When a Customer Accuses You of Racism 152

38. When a Customer Plays One Employee off

Another ("So-and-So Said") 155

39. When a Customer Might Be Stealing 159

40. When a Customer Is Playing to an Audience

of Other Customers 161

41. When a Customer Exhibits Passive-Aggressive

Behavior 164

42. When a Customer Uses Nonverbal Attempts

to Intimidate 167

43. When a Customer Makes Persistent and Frequent

Phone Calls 170

44. When Someone Else Is Not Responding

(No Callback) 173

45. When You Need to Clarify Commitments 177

46. When a Customer Wants Information You Are

Not Allowed to Give 180

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Contents

47. When a Customer Makes a Suggestion

to Improve Service 182

48. When You Can’t Find a Customer’s Reservation/

Appointment 185

49. When Your Are Following Up on a Customer

Complaint 188

50. Properly Identifying the Internal Customer 191

51. When an Internal Customer Isn’t Following Procedures

to Request Service 194

52. When the Customer Wants Something That Won’t

Fill His Need 197

53. When You Want Feedback from the Customer 200

54. When a Customer Complains About Red Tape and

Paperwork 203

55. When You Need to Respond to a Customer Complaint

Made in Writing 206

56. When a Reservation/Appointment Is Lost and You

Cannot Meet the Commitment 209

57. When Customers Are Waiting in a Waiting Room 212

58. When a Customer Complains About a

Known Problem 215

59. When a Customer Asks Inappropriate Questions 217

60. When a Customer Tries an Unacceptable Merchandise

Return 219

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Preface

I

want to share a little known secret about the value of deliv￾ering good service to customers. Yes, it’s good for business

and the organization. Yes, you may derive a lot of satisfac￾tion by doing a customer service job well. No question. But

what’s the most compelling reason to learn about, and deliver

good customer service? It’s this. When you deliver good cus￾tomer service to your customers, you experience less stress,

and less hassle and grief from customers. They argue less.

They’re much less likely to insult, and they’re less demanding.

They don’t threaten you when they get upset (I’ll have your

job!”).

You can save huge amounts of time. One dissatisfied cus￾tomer may take up to ten or twenty times more of your time

than a satisfied one. And the time spent with the dissatisfied cus￾tomer is usually not all that much fun. Customer service skills

help you keep your happy customers happy, help prevent cus￾tomers from becoming unhappy and taking out their frustra￾tions on you, and help you deal effectively and quickly with

customers who are upset and unhappy.

xi

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Copyright © 2005 by The McGraw-Hill Companies, Inc. Click here for terms of use.

xii

This book gives you the tools to interact with customers

more effectively, so that the company, the customer, and you, the

person dealing with the customer, all benefit. It’s a different kind

of book about customer service. It’s not full of principles or plati￾tudes, or handy customer service slogans. It focuses on doing.

What should you do with a customer who is swearing at you?

What do you do to prevent customers who have waited a long

time from getting really angry? What do you do to provide

advice to customers so it will be heard and appreciated? This

book will answer these questions, and many other ones about

customer service situations—specifically and precisely.This book

is about solutions.

Organization

Part One of this book has two chapters. In Chapter 1, we’ll cover

some basics of customer service,so you can increase your under￾standing of what customers want from you, and the things that

cause customers to hit the roof. We’ll also talk about various

types of customers (internal, external, paying and non-paying),

and we’ll explain how you can best use this book.

Chapter 2 describes dozens of very specific customer service

techniques. The explanations will help you decide when to use

what techniques and in what customer situations. The pages in

that part of the book are shaded black so you can easily refer to

them for specific techniques,which are given in alphabetical order.

Part Two, and the most important, covers 60 common and

not-so-common customer service situations and tells you specif￾ically how you can deal with them. I do this by

■ describing the situation

■ listing the techniques to use in this situation

Preface

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Preface

■ presenting a dialogue to show you exactly what to say and

do

■ explaining the reasoning behind the use of the techniques

■ providing a few hints and tips to help you use the tech￾niques properly

Even if we have not included all of the situations you deal

with on the job, you will be able to extrapolate the examples to

other situations you do face. I think that regardless of whether

you work in retail, the hospitality industry, government, or as a

call-in customer service rep, the situations covered in this part

will be very useful to you.

Conclusion

Far too much customer service training and far too many cus￾tomer service books tell you only what you already know.Do you

really need to be told again that you should smile? Or shake

hands? No. But you might find it useful to know when it’s a bad

idea to smile at a customer.You’ll learn that from this book.

So, here’s the bottom line about this book: you may come

across a few things you already know.But you’ll also come across

a number of techniques you probably haven’t thought about. If

you work at using these techniques properly, and focus on doing

things differently with customers, you are going to be better at

your job, be clearly better at customer service than others who

don’t understand these techniques, and help your employer and

yourself be more successful. And along the way, save yourself a

lot of hassle and a lot of grief.

The Customer Service Zone Web Site

I’ve created a Web site called the Customer Service Zone, where

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