The Edge Customer Services Module 2

Module 2: Access for Customers

[object Object],[object Object],West Cheshire College : Recap Module 1

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],West Cheshire College : Giving you the Edge

What do most customers do when they receive bad service? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object]

It all boils down to the 3 A’s ,[object Object],[object Object],[object Object]

Is this you? ,[object Object],[object Object]

Why are you here? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

How do you view customers? ,[object Object],[object Object],[object Object]

What does a satisfied customer look like?

Professional Appearance ,[object Object]

Appearance Basics ,[object Object],[object Object],[object Object]

What does our body language say to our customers? ,[object Object],[object Object],[object Object],[object Object]

Interpreting others Body Language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Managing your Body Language ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Approach – The ‘Moment of Truth’ ,[object Object],[object Object],[object Object],[object Object]

Anticipation ,[object Object],[object Object],[object Object]

Listening and communication ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Chinese Whispers (Listening exercise) ,[object Object]

Never say “NO” – The Power of “I can” ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

I Can Statements… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Recovering poor customer experiences: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Video task ,[object Object],[object Object]

E-mail Handling ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Professional Call Handling Techniques ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Professional Call Handling Standards ,[object Object],[object Object],[object Object],[object Object]

Change… ,[object Object],[object Object],[object Object],[object Object],[object Object]

Conclusion ,[object Object],[object Object],[object Object],[object Object],H1-04

Agree to work as a team….. ,[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],West Cheshire College Giving you the Edge

The Edge Customer Services Module 2

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Editor's Notes