Phone Communication Skills

What is Outstanding customer service?

• Service that exceeds your customer's expectations

• Knowing your Services and your Company’s Processes

• Positive, Polite, & Respectful Attitude​

• Not being able to deliver what you promise

Tags

CCSS.RI.11-12.3

CCSS.RI.11-12.5

CCSS.RI.8.3

CCSS.RI.9-10.3

CCSS.RI.9-10.5

Why is Outstanding Customer Service Vital to the Forestry Commission?

• Promotes Great Teamwork

• Decreases our revenue

• Reinforces

  our Values and Brand

• Helps us

  Retain Customers

Tags

CCSS.RI.7.2

CCSS.RI.8.2

CCSS.RL.11-12.2

CCSS.RL.8.1

CCSS.RL.9-10.2

What are Great Customer Service Skills?

• Lack of empathy

• Adaptability

• Positive Attitude

• Talking Over People

What is the best way to communicate with a client?

• Email

• Social Media

• Telephone

• Text Message

Tags

CCSS.RI.11-12.8

CCSS.RI.8.7

CCSS.RI.9-10.7

CCSS.RL.11-12.8

CCSS.RL.9-10.7

Why is it so important to

communicate with a client via phone?

• Provides Instant and real-time connection between individuals, enabling them to have meaningful conversations.

• Overcomes Anxiety and Nervousness.

• Helps you to Handle Challenging Situations

• Email is the best way to communicate with a client

Tags

CCSS.RI.11-12.8

CCSS.RI.9-10.7

CCSS.RL.11-12.8

CCSS.RL.8.7

CCSS.RL.9-10.7

What are the Benefits of Communicating via Phone vs Email

• Resolves issues slower

• Instant Response

• Personal Connection

• Building Trust

Tags

CCSS.RI.11-12.8

CCSS.RI.9-10.7

CCSS.RL.11-12.8

CCSS.RL.8.7

CCSS.RL.9-10.7

What are two of the biggest mistakes customer service reps make on the telephone?

• Active Listening

• Assuming

• Not Listening

• Using Empathy

Tags

CCSS.RI.8.1

CCSS.RI.8.8

CCSS.RL.11-12.1

CCSS.RL.8.1

CCSS.RL.9-10.1

What are two of the biggest barriers in listening?

• We are waiting for gaps or pauses to jump in with our response?

• Concentrating

• Multi-tasking?

What are the Barriers to Communication?

• Attitudinal Barriers

• Language Barriers

• Cultural Barriers

• Educational Barriers

Tags

CCSS.RI.11-12.8

CCSS.RI.8.7

CCSS.RI.9-10.7

CCSS.RL.11-12.8

CCSS.RL.9-10.7

How do you deal with an angry customer

when we don't have an update?

• Pass it on to your manager

• Immediately shift into the “stay calm” mind-set. Don’t let them get to you

• Let them Vent

• Use Active Listening Techniques