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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
LETโ€™S DO IT THE LATEST
THING
PROMISE HERE ARE THE
FACTS
NEW FANTASTIC SECURITY RESEARCH
TODAY EVERYBODY TAKE YOUR TIME GUARANTEES
MAKE IT HAPPEN EXCITING HEREโ€™S WHATโ€™S GOING TO
HAPPEN
SUPPORTING
DATA
RESULTS GREAT STEP BY STEP
INSTRUCTIONS
CONTRACTUAL
REFERENCES
1
Karr, Ron & Blohowiak,Don.1997.Complete Idiotโ€™s Guide to Great Customer Service.New York, NY . Alpha Books
DEMANDING CUSTOMER - 18%
They wantit now and donโ€™tcare 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 donโ€™tlike change
COMPLIANTCUSTOMER -14%
They areinterested in quality of things, stickler for order and follows rules
D
I
S
C

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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 LETโ€™S DO IT THE LATEST THING PROMISE HERE ARE THE FACTS NEW FANTASTIC SECURITY RESEARCH TODAY EVERYBODY TAKE YOUR TIME GUARANTEES MAKE IT HAPPEN EXCITING HEREโ€™S WHATโ€™S GOING TO HAPPEN SUPPORTING DATA RESULTS GREAT STEP BY STEP INSTRUCTIONS CONTRACTUAL REFERENCES 1 Karr, Ron & Blohowiak,Don.1997.Complete Idiotโ€™s Guide to Great Customer Service.New York, NY . Alpha Books DEMANDING CUSTOMER - 18% They wantit now and donโ€™tcare 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 donโ€™tlike change COMPLIANTCUSTOMER -14% They areinterested in quality of things, stickler for order and follows rules D I S C