Working with a customer

Using communication skills to determine customer problems
1. Know
2. Relate
3. Understand
Displaying professional behaviour with customers
1. How to put a customer on hold
  1. Do
    1. Let the customer finish talking
    2. Explain that you'll have to put the customer on hold and why
    3. Ask if it is alright to put the customer on hold
    4. Once given consent, tell the customer you will be just one a minute
  2. Do not
    1. Interrupt
    2. Abruptly put the customer on hold
    3. Put on hold without an explanation and the customer's consent
2. How to transfer a call
  1. Do
    1. Let the customer finish talking
    2. Explain that you will have to transfer the call, tell the customer to whom, and why
    3. Tell the customer the number you are transferring the customer to
    4. Ask if it is alright to transfer the call now
    5. Once given consent, begin the transfer
    6. Tell the new technician who you are, the ticket number, and the name of the customer
  2. Do not
    1. Interrupt
    2. Abruptly transfer the call
    3. Transfer without an explanation and the customer's consent
    4. Transfer without infoming the new technician
Using proper netiquette
1. Be pleasant and polite
2. Begin each email, even within a thread, with an appropriate greeting
3. Never send chain letters via email
4. Do not send or reply to flames
5. Use mixed case. UPPER CASE IS CONSIDERED SHOUTING
6. Check grammar and spelling before you post
7. Be ethical
8. Never email or post something you would not say to someone'sface

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Working with a customer

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	Erstellt von groche vor fast 11 Jahre