THE SEVEN STEPS TO CUSTOMER SATISFACTION.
1. Greet the customer. When you …(1)… a call from a dissatisfied customer you need greet them in a warm manner. Thank the customer for calling. Remember that when a customer calls to tell that something is wrong it is your opportunity to put it right. 2. Ask what the problem is. You need to find out why they are calling. Simply ask what the problem is and let them explain. You may not be able to …(2).. the problem. Don’t say “I’m sorry, I can’t help”. Instead explain to the customer that you cannot help them and ask for their telephone number so that somebody can …(3)… them...(3)…. Sometimes the customer may want to wait while you …(4)… them …(4)… to the correct department. 3. Listen carefully. Remember the customer may say a lot. You need to listen and try not to …(5)…. An angry customer may take a long time to explain what the problem is and so it is very important that you stay calm and that you don’t …(6)… It is a good idea to take notes so that you are 100% clear about all of the details. Ask questions if they are not telling you the information you need to know. 4. Define a solution. Once the customer has finished explaining the problem, use your notes to check you have understood the problem correctly. 5. Suggest a solution. Now that you all of the details of the problem you can suggest a solution. Don’t blame another department. Make an apology and suggest a solution. The customer may ask you to refund their money, they may ask for a …(7)… on their next order or they might ask to …(8)… the goods that they bought for other items. You also must be realistic. Don’t promise to deliver 10,000 new parts for next week if it cannot be done. The customer will be even angrier next week when the parts don’t arrive. 6. Confirm the solution. Once you and the customer …(9)… confirm it so that both understand what has been decided. Make sure that the customer knows exactly what you are going to do and when you are going to do it. 7. End the conversation. Now that the customer is happy you can end the conversation. Thank the customer again for calling. It is a good idea to let the customer …(10)… first, as this gives them a final chance to add anything.
IMPROVING A CONVERSATION.
Task 1. Read the telephone conversations below. Which of these adjectives best describes the person who receives the call?
inefficient impatient aggressive bored unhelpful
Conversation 1. ……………... A: Yes? B: Could I speak to Mr Smith? A: Er… I don’t know, I think he’s out. B: Do you know when he’ll be back? A: Well, I’m not sure. You could maybe try tomorrow.
Conversation 2. ……………... A: Hello. Is that Janet, Bill’s secretary? B: Yes, that’s right. A: It’s John Blake. I’m just phoning to give him an invoice number. B: Yeah. What is it? A: Oh, let me see, where is it? I’ve got to have it here somewhere. B: Look, phone me back when you find it. I’m rather busy now.
Conversation 3. ……………... A: Hello. I’d like to speak to Bob Gratham. B: He’s not here. A: Could you tell me when he’ll be back? B: Later this afternoon. A: Well, could you take a message for me? B: Sorry, I don’t have time. I’ll have to ring off, I’m going to lunch.
Conversation 4. ……………... A: Hello, it’s Susan here. I’m just phoning to check my appointment with Chris tomorrow. B: Yeah? A: Could you look it up for me? B: Oh, I don’t know…where’s the diary? Yes, got it. So, it was the 16th, A: No, the 18th. B: No, I can’t find anything. I didn’t write it down.
Conversation 5.. ……………... A: Hell Bilk Ltd. B: Hello, this is Jack Johnson. I’m phoning about the delivery. Has it arrived jet? A: No, it hasn’t. We’ve been waiting for a week. It still isn’t here yet. B: I’m really sorry about that. A: We’ve been waiting for too long. It’s not good enough. You’re wasting our time. B: Oh, I’m sure your order will be ….
Task 2. Answer the questions about the business call below. 1. Is the conversation grammatically correct? 2. Is the conversation appropriate? 3. How can you improve the conversation?
Person receiving the call Caller (1) Yes?
(2) Give me Donna Weston.
(3) She’s not here.
(4) Well, take a message. It’s Eva Wartanowicz. Tell her to phone me back later this afternoon
(5) What’s your name again?
(6) Wartanowicz.
(7) OK, and your number?
(8) It’s 01863-483-2189.
(9) OK, I’ll tell her.
(10) Bye.
(11) Bye
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