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Customer service handout
1. CUSTOMER SERVICE TRAINING FOR HELP DESK ANALYSTS
P H O N E E T I Q U E T T E R E F E R E N C E T O O L
1DISC
SUCCESSFUL WORDS/PHRASES
DEMANDING
CUSTOMER
INFLUENTIAL STEADY COMPLIANT
FAST FUN THINK ABOUT IT PROVEN/PROOF
IMMEDIATE I FEEL TRUST NO OBLIGATION
NOW WONDERFUL GUARANTEE ANALYSIS
BOTTOM LINE RECOGNITION RELIABLE THINK IT OVER
BENEFITS AWESOME HELP ME HELP YOU INFORMATION
LETโS DO IT THE LATEST
THING
PROMISE HERE ARE THE
FACTS
NEW FANTASTIC SECURITY RESEARCH
TODAY EVERYBODY TAKE YOUR TIME GUARANTEES
MAKE IT HAPPEN EXCITING HEREโS WHATโS GOING TO
HAPPEN
SUPPORTING
DATA
RESULTS GREAT STEP BY STEP
INSTRUCTIONS
CONTRACTUAL
REFERENCES
1
Karr, Ron & Blohowiak,Don.1997.Complete Idiotโs Guide to Great Customer Service.New York, NY . Alpha Books
DEMANDING CUSTOMER - 18%
They wantit now and donโtcare about details
INFLUENTIAL CUSTOMER - 28%
They love relating to others, like talking, & wantto be accepted
STEADY CUSTOMER - 40%
They areinterested in how things work, reserved and donโtlike change
COMPLIANTCUSTOMER -14%
They areinterested in quality of things, stickler for order and follows rules
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