Professional Documents
Culture Documents
The following are example modules for Achieving Excellence in Customer Service training for frontline workers and first-line supervisors.
2. Self-identify tendencies that block attending, namely: Ruling out the speaker Reaching a premature conclusion Reading in expectations Reading out threats Rehearsing a response Reacting to trigger words Responding with evaluation
3. Differentiate between open and closed questions and use them appropriately to serve your customers better. 4. Explain and demonstrate how asking the right questions can help identify the three different kinds of customer-based opportunities Service Opportunities Persuasion Opportunities Tension Opportunities
5. Identify and demonstrate the steps in solving a problem for a customer, including the questioning technique and the bridging technique.