the telephone customer experience - - get a free
TRANSCRIPT
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The Telephone Customer ExperienceHow to Deliver the Best Possible Telephone Customer
Experience and Handle Difficult Customer Over the Phone
Myra GoldenCustomer experience designer
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Phone call gone bad
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The problem is not the problem.
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In most “problem” situations, the way the
problem is handled becomes the real
problem.
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• Perception of apathy/rudeness
• No acknowledgement of the customer’s problem
• No sense of urgency
• No personal connection
What’s Missing?
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What the Best Do
• Empathy
• Connection
• Listen
• Make customers feel good/enrich others
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Empathy
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Reactions
• “Getting old sucks, even if it’s just make believe.”
• “Wow.”
• “I never realized how insensitive I was.”
• “As a direct result of this experience, I will be a better nurse, a better person.”
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{PEC}Personal emotional connection
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PEC @ Zappos
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Personal Emotional Connection
• Be welcoming
• Acknowledge concern and compliments
• Show genuine interest
• Use the caller’s name
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Listen
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Seek to understand.Then be understood.
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Man in the Desert
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Probe politely To ensure you understand exactly what your customer
needs
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My client probed
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Make customers feel good
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What time is the 3 o’clock parade?
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Feeling good at Apple
Apple employees are expected to make customers feel good
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Handling Difficult Customers
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A page from Apple’s playbook
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In most “problem” situations, the way the
problem is handled becomes the real
problem.
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When you master these things great things will happen
• Empathy
• Connection
• Listen
• Make customers feel good/enrich others
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StartStop
Continue
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Let’s connect
• For a copy of today’s slides, go to MyraGolden.Wordpress.com
• For questions not answered today, email me at [email protected].
• Web: MyraGolden.com
• Twitter: @myragolden
• Blog: MyraGolden.Wordpress.com