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1. RATIONAL & EMOTIONAL
Emotional needs are more important than rational needs. That means there
may be times when you can't give a customer what they want, but you can
still make them feel better.
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2. RATIONAL
NEEDS
Rational needs refer to what a customer
actually needs done. For example, a
customer experiencing a billing issue
wants to get the billing issue revolved
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3. EMOTIONAL
NEEDS
Emotional needs refer to how a customers
wants to feel about their experience.
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4. 4
Exercise – refer
to word
document
What's My Job Worksheet

5. LAURA
MEET
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Listen to the customer so they feel heard.
Acknowledge their feelings so they feel validated. Try to
understand their feelings so you can find a way to
relate to them. And finally,
Act to solve the issue and help the customer

6. Build Rapport over the Phone
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Personal
Connections
Positive Body Language, Focus
on your customer and Smile
Use Names, Ask Questions,
Keep It Postive
Explain, Create Personal
Connection
Dead
Air
Phone
Greeting

7. Perfect
greeting
Phone Handling, Exercise
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8. Build Rapport over the Phone
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HOLD
Avoid transferring calls whenever
possible, OR/AND use Warm
transfer
Ask Permission, Explain why the
hold is necessary, Check in if the
hold is long
Keep it short, Listen without
interruption, Redirect the
conversation , Don’t take the bait
, Share Slowly
FriendlessTransfers

9. 9
Exercise – refer
to word
document
Personal Connection

10. EXCEED EXPECTATIONS
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IDENTIFY OPPORTUNITIES
to go beyond those expectations, so we can delight
our customers.
LISTEN CAREFULLY
so we understand what they expect
TO OUR CUSTOMERS

12. Use advanced communication
techniques
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1
Use the app, Or our
internal system to
visualize an image to see
it from customer
perspective
Visual Reference
2
Don’t use Jargon, Speak
to another human, Show
empathy with your tone of
voice
Communicating clearly
3
Ensure that the customer
is happy at the end of the
call, Follow up, Phone,
Email
Be there until the end

13. REASONS FOT COMPLAINTS
CHARTS & TABLES
1 WANTS THEIR CONCERNS
ACKNOWLEDGED
2 AN APOLOGY
3 A PROMISE TO CHANGE UPCOMING
4 FOLLOW UP

14. ANGRY
CUSTOMER
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How to handle
STEPS
let the customer vent. Be empathetic Tell her
you understand
Apologize to the customer (right or wrong)
Clarify and verify that you understood them
Find a solution (see what you can do now) or
give a promise to follow up “specific time”
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15. HOW TO
DELIVER BAD
NEWS
PROJECTS / PORTFOLIO
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How to handle
STEPS
Put yourself on their side
Frame the situation in a positive light
Ask the customer if this is a suitable solution
Be direct and honest on the next steps
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16. Maintain your own sanity
DEVICES
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Take time for yourself and
understand that this is not
personal
Take a break
If they can handle it
Inform a supervisor
Moving away from a more
troublesome situation
Consider the customer perspective

17. Attitude
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18. How to handle an abusive customer on the phone
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20. What makes a good speaker?
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21. - 55% of the way people interpret your attitudes and emotions is through the visuals
- 38%of the way people interpret attitudes and emotions is through the vocals
- 7% of the way people interpret your attitudes and emotions is through the verbal
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23. Communication skills for the phone
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