Customer Satisfaction Skills

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Patrick Lynch, CHTM, CBET, CCE, MBA,HIT Pro-PW, CPHIMS

Business Education

Use OPEN probes when you need to allow the customer to respond freely in order to . . . ,[object Object],[object Object]

Use closed probes when you need to limit a customer's response in order to ,[object Object],[object Object]

When you recognize a customer's concern, express your awareness of the customer's concern and indicate ,[object Object],[object Object]

Inform when you need to ,[object Object],[object Object],[object Object]

State the information, including ,[object Object],[object Object]

There are only 3 reasons a customer is dissatisfied: ,[object Object],[object Object],[object Object]

When you have determined the customer acceptance / understanding of your service or recommendation, ,[object Object],[object Object],[object Object]

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