This document provides tips for improving connections with customers. It recommends listening empathetically to understand the customer's feelings about negative experiences. When addressing problems, apologize for any incidents, ask strategic questions, reflect the customer's emotions back to show you understand their perspective, summarize the facts, find what the customer wants, and suggest options. Properly dealing with customers' feelings and needs in this way can help them feel understood and improve their overall experience.

1. IMPROVE YOUR CONNECTION WITH THE CUSTOMER
By: Jazen Javier

2. Being passed around…
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Or becoming a victim of rude
customer service…
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Instructions:
• For audio, recommend to use 3.5mm headphones
• Play the video file only once
How did these situations made you feel about your overall
experience?

3. Listen to the customer IN you.
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These are the fundamental expectations of a customer,
ANYONE, ANYWHERE, ANYTIME.
T/F?
Instructions:
• For audio, recommend to use 3.5mm headphones
• Play the video file only once

4. o For this video, play it using monitor 1, while reading this slide using monitor 2.
o Right-click on the image above to access YouTube video hyperlink:
 Remember these tips:
1. Deal with the person’s feelings and apologize for the incident.
2. Ask questions strategically.
3. Empathize- show you really listen (over the phone, This depends on your verbal nods in showing how sincere
and engaged you are).
4. Reflect* those feelings back, give feedback.
5. Summarize the facts and deal with the problem- find out what the member wants.
6. Explain what you CAN do and SUGGEST options!
 *Reflect (Mirror) their emotions or feelings the way you see it, AS IF YOU WERE THE CUSTOMER HIMSELF/HERSELF
 You will have a high success rate of the member acknowledging that FINALLY, someone understands them and what they are going
thru-
 this can also serve as an opportunity of showing true concern, along with SINCERE delivery of you reflecting their feelings back
Instructions:
• For audio, recommend to use 3.5mm headphones
• Play the video file only once

5.  Make sure these lessons change the way you deliver
Great Customer Experience.