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Customer Satisfaction Skills


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Customer Satisfaction Skills

  1. 1. Customer Satisfaction Skills
  2. 2. Probing
  3. 3. Use OPEN probes when you need to allow the customer to respond freely in order to . . . <ul><li>a. gain general knowledge </li></ul><ul><li>b. encourage expansion. </li></ul>
  4. 4. Use closed probes when you need to limit a customer's response in order to <ul><li>a. uncover specific information or </li></ul><ul><li>b. confirm your understanding of the customer's statement or action. </li></ul>
  5. 5. Acknowledging
  6. 6. When you recognize a customer's concern, express your awareness of the customer's concern and indicate <ul><li>a. what you plan to do to address the concern and </li></ul><ul><li>b. how it will help the customer. </li></ul>
  7. 7. Informing
  8. 8. Inform when you need to <ul><li>a. report back on service performed or </li></ul><ul><li>b. make a recommendation or </li></ul><ul><li>c. respond to a customer's request for information. </li></ul>
  9. 9. State the information, including <ul><li>what </li></ul><ul><li>why </li></ul>
  10. 10. Managing Customer Dissatisfaction
  11. 11. There are only 3 reasons a customer is dissatisfied: <ul><li>1. A true performance problem </li></ul><ul><li>2. An unrealistic expectation </li></ul><ul><li>3. Misinformation </li></ul>
  12. 12. Managing Customer Dissatisfaction
  13. 13. Concluding the call
  14. 14. When you have determined the customer acceptance / understanding of your service or recommendation, <ul><li>1. Review commitments, if any. </li></ul><ul><li>2. Indicate your availability for future service. </li></ul><ul><li>3. Thank the customer. </li></ul>