Chương 205: Lesson No. 1
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Customers expect good customer service. Customers are loyal who keep coming
Key Performance Metrics:
--->Customer Satisfaction - Win/Win
---> Resolution - Resolve customer issue/ Call back of another issue not the same issue
---> Handle Time - Average Handling Time
*No false information
*Exceptional customer relationship
*Good customer service
Key Points: Active Listening
*Hear - just involve listening; intention to respond, but do not understand what the person is asking.
*Listen - concentrate on what you hear, understand what the person is asking
Not Listening:
- not feeling used
- thinking of personal problem
- doing something else while talking
- using cellphones
- distraction
- talking not important topic
- sleepy
- something bothering
- something bother in a while
- hungry
- noisy surrounding
- don't want to talk to the person
- don't like the topic
*Distraction - physical thing that makes you not to listen
*Distortion - emotional thing that makes you not to listen.
Note:
1. Relax, clear mind, and comprehend mind to get rid of any distraction or distortion.
2. Listen to the whole idea to solve the problem
3. Speed up the point of context
4. Be flexible
5. Stay calm
6. Take notes (don't miss the info given)
7. Listen for the intention ( to be able to gather accurate resolution)
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