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Wesley

  1. 1. Project Jupiter | ARCC Key Customer Interaction Skills Training
  2. 2. Copyright © 2013 Accenture All rights reserved. 2 House Rules
  3. 3. Copyright © 2013 Accenture All rights reserved. 3 Maintaining and Enhancing Self-Esteem Learning Objectives At the end of this session, participants should be able to: • differentiate negative from positive scripting; and • use positive scripting technique in speaking to the customer.
  4. 4. Copyright © 2013 Accenture All rights reserved. 4 Review
  5. 5. Copyright © 2013 Accenture All rights reserved. 5 Question #1 Understanding what you hear is a process of conscious listening, which you perform based upon acquired habits, primarily from practice and repetition. Review
  6. 6. Copyright © 2013 Accenture All rights reserved. 6 Question #1 Understanding what you hear is a process of conscious listening, which you perform based upon acquired habits, primarily from practice and repetition. Review Comprehension
  7. 7. Copyright © 2013 Accenture All rights reserved. 7 Review Question# 2 It means simply restating what another person has said in your own words.
  8. 8. Copyright © 2013 Accenture All rights reserved. 8 Review Question# 2 It means simply restating what another person has said in your own words. Paraphrasing
  9. 9. Copyright © 2013 Accenture All rights reserved. 9 Review Question# 3 One of the active listening barriers in which the receiver hears message based on his/her interests, needs, motivations, experience, background, and other personal characteristics.
  10. 10. Copyright © 2013 Accenture All rights reserved. 10 Review Question# 3 One of the active listening barriers in which the receiver hears message based on his/her interests, needs, motivations, experience, background, and other personal characteristics. Selective Perception
  11. 11. Copyright © 2013 Accenture All rights reserved. 11 Question# 4 It is the Key to Active Listening. Review
  12. 12. Copyright © 2013 Accenture All rights reserved. 12 Review Question# 4 It is the Key to Active Listening. FOCUS
  13. 13. Copyright © 2013 Accenture All rights reserved. 13 Review Question# 5 Provide the meaning of acronym LEAP.
  14. 14. Copyright © 2013 Accenture All rights reserved. 14 Review Question# 5 Provide the meaning of acronym LEAP. Listen Emphathize Ask Propose
  15. 15. Copyright © 2013 Accenture All rights reserved. 15 Key Customer Interaction Skills • Maintaining and Enhancing Self-Esteem • Building Trust and Confidence • Taking Ownership Course Outline
  16. 16. Copyright © 2013 Accenture All rights reserved. 16 Negative Scripting • Tends one to say straight forward and demanding statement which often leads to complete and utter rejection from customers. It gives the customer a feeling of being threatened. Maintaining and Enhancing Self-Esteem
  17. 17. Copyright © 2013 Accenture All rights reserved. 17 Positive Scripting • Refers to formulating ones message in a positive or constructive manner so as not to upset or frustrate a customer. • This is especially needed when there are problems in the company (e.g. power outage, downing of server, etc) which caused complaints from a customer or there are issues which the company cannot accommodate the request or address the need of the customer. Maintaining and Enhancing Self-Esteem
  18. 18. Copyright © 2013 Accenture All rights reserved. 18 Maintaining and Enhancing Self-Esteem The Power of Positive Scripting

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