Address Customer / client needs by Sean Gregory https://padlet.com/seangregory1978/v8azr5kg62xf Session for prospective students and parents led by Dr. Ashley Juarez, University of Northern California. Post your questions here! en-us 2018-10-12 21:41:27 UTC 2024-12-16 09:53:30 UTC hello@padlet.com https://padletuploads.blob.core.windows.net/prod/80264060/cdf38ae2d21ee13c036196e76c1eb262/Backback.png 4. Ask questions for clarification seangregory1978 https://padlet.com/seangregory1978/v8azr5kg62xf/wish/292360096 1.Offering back to the speaker the essential meaning, as understood by the listener, of what they have just said.
2. Asking questions or occasionally summarising what the speaker has said.
3. Clarifying crucial information so that speaker feels that you are actually into the conversation.
4. Ask for repetition.
5. Ask for specific examples.
6. Ask if you have got it right and be prepared to be corrected.
7. Do not misinterpret the information and seek clarification.

]]> 2018-10-12 21:41:27 UTC https://padlet.com/seangregory1978/v8azr5kg62xf/wish/292360096 3. Empathise seangregory1978 https://padlet.com/seangregory1978/v8azr5kg62xf/wish/292360097  
1.Successfully building rapport with customers over the phone.
 2. When customers calls over a problem, your job is to make them feel heard, respected and understood. 
 3. Acknowledging customer concern is empathy.
 4. Don’t make assumptions about what the customer is telling you – actively listen
 5. Able to meet customer expectations.
 6. Phrases that convey empathy to customers
  * ’I can understand how frustrating Its when...’
  * I realize how complicated it is to...’
  * I imagine how upsetting it is to...’
  * I know how confusing it must be when...’
  * I am so sorry to hear that...’
 7. Use empathy to win your customers
     * Listen carefully
     * Smile
     * Make it your problem
  * Be respectful 
  * Understand their priorities 
  * Show that you care
  * Begin with positive statement 
  * Avoid assumption.
 
]]> 2018-10-12 21:41:27 UTC https://padlet.com/seangregory1978/v8azr5kg62xf/wish/292360097 2. Active listening seangregory1978 https://padlet.com/seangregory1978/v8azr5kg62xf/wish/292360098 1. Pay attention to speaker and acknowledge the message.
2. Smile and use facial expressions to show that you are listening.
3. Ask questions to clarify certain points.
4. Allow the  speaker  to finish each point before asking questions.
5. Don't interrupt with counter arguments.
6. Be open and honest with your response.]]> 2018-10-12 21:41:27 UTC https://padlet.com/seangregory1978/v8azr5kg62xf/wish/292360098 5. Create and offer solutions seangregory1978 https://padlet.com/seangregory1978/v8azr5kg62xf/wish/292360663
  • Don't stop at the first solution you come up with
  • Evaluate any alternative scenarios as objectively as possible, assessing the pros and cons of each to ensure that the solution you're pursuing is the most competitive and thereby profitable one  
  • Understand the problem before offering a solution
  • Understand everyone's interests. List the possible solutions or options. 
  •  Analyze the problems by finding the root reasons that causes the problem. 

    •  
    ]]>     2018-10-12 21:46:22 UTC https://padlet.com/seangregory1978/v8azr5kg62xf/wish/292360663     6. Follow up to confirm satisfaction seangregory1978 https://padlet.com/seangregory1978/v8azr5kg62xf/wish/292360742 - Close Ended Customer Survey/Ask for Service Rating
    - Repeating the Issue and ask whether all issue is resolved or not.
    - Ask whether the customer need any further assistance with anything or not.
    - Thanking the customer for reaching out to you for the solution
    - Follow up in few days whether the solution is place or not.
    - Ask whether the customer is satisfied with the solution or not.
    -  Seek customer opinion and feedback to improve service
    - Offering extra services for Free
    - DONE. Less is More!

    ]]>     2018-10-12 21:47:10 UTC https://padlet.com/seangregory1978/v8azr5kg62xf/wish/292360742