The document provides guidance on using a customer service platform, including establishing rapport with customers by introducing yourself, clarifying the purpose of the call, and addressing concerns. It also recommends progressing the relationship through discovery-based questions to understand customer needs, having a future-oriented attitude, and setting follow-ups if needed. The platform aims to help customer service representatives build trust and help customers achieve their goals.

1. Customer Service Platform
Hi! My name is Janet. I’m a
customer service representative at
Company X.
Please join me as we discuss the
customer service platform, how it
helps our customers, and the best
ways to use it.

2. What we’ll cover:
• Building the relationship
• Progressing the relationship

3. Why build the relationship with the customer?
1. The customer should trust you.

4. Why build the relationship with the customer?
1. The customer should trust you.
2. The customer should feel that you
can help them accomplish their goal.

5. Why build the relationship with the customer?
1. The customer should trust you.
2. The customer should feel that you
can help them accomplish their goal.
Can you think of any other reasons that
building the relationship with the
customer is important?

6. Steps to Building the Relationship
1. Establish your role as the support
person

7. Steps to Building the Relationship
1. Establish your role as the support
person
2. Establish the objective of the call

8. Steps to Building the Relationship
1. Establish your role as the support
person
2. Establish the objective of the call
3. Build rapport

9. Steps to Building the Relationship
1. Establish your role as the support
person
2. Establish the objective of the call
3. Build rapport
4. Anticipate and minimize customer
concerns

10. Establish your role
• Introduce yourself by first and last
name
• State your role as either customer
service representative or sales associate
• State how you will assist the customer
in this role

11. Establish the objective
• Establish specific criteria that will be
covered in the phone call at the
beginning.
• What is the purpose of the customer’s
call?
• Does the customer have specific
questions or concerns that they want
to address in the phone call?

12. Build rapport
• Ask questions
• Be friendly
• Recap the discussion

13. Anticipate and minimize concerns
• Familiarize yourself with the
customer’s account history by
reviewing notes.
• Be confident
• Be knowledgeable

14. Let’s practice!
Customer: Hello. My name is Mike Young. I have been a
customer of Company X for almost ten years. I would like to speak
to someone about changing the settings on my customer account.
Your Response:_________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
_

15. How to Progress the Relationship
1. Ask discovery-based questions

16. How to Progress the Relationship
1. Ask discovery-based questions
2. Have a future-oriented attitude

17. How to Progress the Relationship
1. Ask discovery-based questions
2. Have a future-oriented attitude
3. Set a follow-up call if necessary

18. Discovery-based Questions
• Open-ended questions
• Questions that help you
understand the customers
needs/wants

19. What do discovery-based questions look like?
• Open-ended questions
• Questions that help you
understand the customers
needs/wants
Examples
What are you trying to accomplish?
What is your timeline?
How will this help your business?

20. Future-oriented
• Provide options
• Set expectations
• Communicate the steps that
Company X will take
• Communicate the action that
customer should take

21. Follow-up
• Set a specific date and time for
follow-up
• Determine if all needs were met in the
initial phone call
• Accomplish goal in a second phone
call

22. Let’s practice!
Customer: All of the information you just gave me
sounds great! I would like to start an account with Company X.
What’s next?
Your Response:_________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
_____________________________________________________________________

23. Congratulations!
You have successfully completed the
customer service platform course.
We hope that you will find these tools
useful in your daily conversations.
For more practice
visit WebEX
1-3pm daily