PWC by Naim https://padlet.com/nsafi/PWCrevision Revision en-us 2018-06-20 02:15:13 UTC 2026-01-24 01:23:37 UTC hello@padlet.com https://padlet-assets.s3.amazonaws.com/icons/Babyhead.png paraphasing https://padlet.com/nsafi/PWCrevision/wish/292372272 "As per my understanding, you meant to say ........, please correct me if I am wrong"]]> 2018-10-13 00:55:05 UTC https://padlet.com/nsafi/PWCrevision/wish/292372272 https://padlet.com/nsafi/PWCrevision/wish/292372273 1. Follow up through phone calls or emails
2. Survey Ratings
3. Social Media Monitoring 
4. Offer something of value]]> 2018-10-13 00:55:06 UTC https://padlet.com/nsafi/PWCrevision/wish/292372273 Listen to their concerns nivel https://padlet.com/nsafi/PWCrevision/wish/292372280 - Active listening
- Paraphrase statements
- Ask question to verify

]]> 2018-10-13 00:55:11 UTC https://padlet.com/nsafi/PWCrevision/wish/292372280 Examples https://padlet.com/nsafi/PWCrevision/wish/292372302 1. “Is there anything I can do for you today?”
2. “Can you tell me a little more about it, please?”
3. “I want to make sure that I really have an understanding of what you’re telling me. I’m hearing that…”
4. “When I am done, if I have got something wrong, I would appreciate it if you would correct me, if that is ok?”

]]> 2018-10-13 00:55:43 UTC https://padlet.com/nsafi/PWCrevision/wish/292372302 Acknowledge nivel https://padlet.com/nsafi/PWCrevision/wish/292372349 "You must be upset/angry. If I were you I would have felt the same"]]> 2018-10-13 00:56:35 UTC https://padlet.com/nsafi/PWCrevision/wish/292372349 What have we learn https://padlet.com/nsafi/PWCrevision/wish/292372353 The purpose of step 4 is to show to the customers that they are fully understood.]]> 2018-10-13 00:56:46 UTC https://padlet.com/nsafi/PWCrevision/wish/292372353 Apologies nivel https://padlet.com/nsafi/PWCrevision/wish/292372410 - Apologies for mistakes.
"I'm sorry that you had to experience that. Let me fix that for you"]]> 2018-10-13 00:57:40 UTC https://padlet.com/nsafi/PWCrevision/wish/292372410 Make sure that the greeting is appropriate https://padlet.com/nsafi/PWCrevision/wish/292372413 Depends on whether the caller is an external or internal customer, you have to use the appropriate language. 

Example:
External: Good morning, this is XXX from the XXX Department. How can I help you?
Internal: Hi, it's XXX here. How can I help you?

]]> 2018-10-13 00:57:44 UTC https://padlet.com/nsafi/PWCrevision/wish/292372413 Do's and Don'ts https://padlet.com/nsafi/PWCrevision/wish/292372512 1. Really listen.
2. Avoid comparisons.
3. Don’t disregard the situation as not important.
4. Don’t sugarcoat.
5. Don’t try to problem solve.]]> 2018-10-13 00:59:15 UTC https://padlet.com/nsafi/PWCrevision/wish/292372512 Stay calm nivel https://padlet.com/nsafi/PWCrevision/wish/292372514 - Don't react to customers'/clients' emotion
- Stay calm and composed ]]> 2018-10-13 00:59:16 UTC https://padlet.com/nsafi/PWCrevision/wish/292372514 Isolate the problem nivel https://padlet.com/nsafi/PWCrevision/wish/292372568 - Refer the problem not the person
- Isolate the problem from the situation]]> 2018-10-13 01:00:07 UTC https://padlet.com/nsafi/PWCrevision/wish/292372568 What we need https://padlet.com/nsafi/PWCrevision/wish/292372633 1. Have to be familiar with the company policies and procedures.
2. Based on the previous conversation, what type of personality the customer is.]]> 2018-10-13 01:01:01 UTC https://padlet.com/nsafi/PWCrevision/wish/292372633 Useful Language https://padlet.com/nsafi/PWCrevision/wish/292372656 Is that okay if I can clarify the issue again? just for better understanding, so we can find the solution as early as possible.]]> 2018-10-13 01:01:25 UTC https://padlet.com/nsafi/PWCrevision/wish/292372656 Ask for help nivel https://padlet.com/nsafi/PWCrevision/wish/292372683 - If you can't resolve by yourself, ask for help. Transfer the call to the appropriate person.]]> 2018-10-13 01:01:48 UTC https://padlet.com/nsafi/PWCrevision/wish/292372683 Your greeting should be pleasant https://padlet.com/nsafi/PWCrevision/wish/292372719 Your attitude can be reflected by the tone or how you greet the caller even though they can't actually see you. 
Greet with a smile, standup straight, or take a deep breath before picking up the phone.]]> 2018-10-13 01:02:28 UTC https://padlet.com/nsafi/PWCrevision/wish/292372719 Useful Language https://padlet.com/nsafi/PWCrevision/wish/292372736 Type A: 
There are a few options, ... , which one do you like.
Type B:
I'll give my best to solve your problems. What I can do here is ... .
Type C:
What do you think that works best for you.
Type D:
Similar to type A.]]> 2018-10-13 01:02:56 UTC https://padlet.com/nsafi/PWCrevision/wish/292372736 luitelsabin288 https://padlet.com/nsafi/PWCrevision/wish/292372885  
 ]]> 2018-10-13 01:05:45 UTC https://padlet.com/nsafi/PWCrevision/wish/292372885 Follow the company procedures but you should show your sincerity as well https://padlet.com/nsafi/PWCrevision/wish/292372899 Don't make the greeting sounds too scripted, as you're communicating with an actual person.
It is best to have a few variations on your greeting.]]> 2018-10-13 01:05:56 UTC https://padlet.com/nsafi/PWCrevision/wish/292372899 Offer solutions https://padlet.com/nsafi/PWCrevision/wish/292373004 Based on our previous discussions and analysing the problem, I can offer you a solution to overcome the problem at hand.]]> 2018-10-13 01:08:08 UTC https://padlet.com/nsafi/PWCrevision/wish/292373004 To do https://padlet.com/nsafi/PWCrevision/wish/292373020
  • You should always have pen or pencil and small note books to write down message or notes.
  • Answer a telephone call within 3 rings.
  • If you receive an internal call then you should start with a greeting then your department name then your name then asks how you can assist him.
  • Smile
  • Use appropriate language
  • Active listening 

    • ]]>     2018-10-13 01:08:18 UTC https://padlet.com/nsafi/PWCrevision/wish/292373020     Keep it brief https://padlet.com/nsafi/PWCrevision/wish/292373119 The caller might feel like you are wasting their time or you are just reading the greeting off somewhere.]]> 2018-10-13 01:09:43 UTC https://padlet.com/nsafi/PWCrevision/wish/292373119 Have a list of extension numbers https://padlet.com/nsafi/PWCrevision/wish/292373264 If you know who is calling from which department, and you are close to them, you can greet them by their names. It also makes your job easier as you can predict where the phone call is coming from or what is it about.]]> 2018-10-13 01:11:36 UTC https://padlet.com/nsafi/PWCrevision/wish/292373264 https://padlet.com/nsafi/PWCrevision/wish/292373270
  • Reflect on what has been said by paraphrasing.
  • Ask questions to clarify certain points.
  • Summarize the speaker's comments periodically.
  • Have a pen and paper ready for notes
  • Stay Focused

    • ]]>     2018-10-13 01:11:42 UTC https://padlet.com/nsafi/PWCrevision/wish/292373270     Stop drinking or chewing food or gum before taking a call https://padlet.com/nsafi/PWCrevision/wish/292373364 Each of these sounds comes through to the caller on the other end of the line and they sound terrible and it's disrespectful as well.]]> 2018-10-13 01:13:11 UTC https://padlet.com/nsafi/PWCrevision/wish/292373364 Examples https://padlet.com/nsafi/PWCrevision/wish/292373463 "What I'm hearing is... ,"
     "Sounds like you are saying... ,"
    "What do you mean when you say... ." 
    "Is this what you mean?"]]>     2018-10-13 01:14:45 UTC https://padlet.com/nsafi/PWCrevision/wish/292373463     https://padlet.com/nsafi/PWCrevision/wish/292374029 2018-10-13 01:24:22 UTC https://padlet.com/nsafi/PWCrevision/wish/292374029 https://padlet.com/nsafi/PWCrevision/wish/292374074 2018-10-13 01:24:59 UTC https://padlet.com/nsafi/PWCrevision/wish/292374074 Appreciate nivel https://padlet.com/nsafi/PWCrevision/wish/292374595 - Appreciate their patience
    - Their loyalty 
    - Effort to troubleshoot/resolve the problem]]>     2018-10-13 01:33:43 UTC https://padlet.com/nsafi/PWCrevision/wish/292374595     Put Yourself in Their Shoes nivel https://padlet.com/nsafi/PWCrevision/wish/292374671 2018-10-13 01:34:58 UTC https://padlet.com/nsafi/PWCrevision/wish/292374671