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FeNiKs Business Communications |
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Freedom Data Systems |
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John Blower |
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Background |
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Qualifications |
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FeNiKs Business Communications |
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Introductions |
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Expectations |
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Bad customer service |
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Good customer service |
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How do you convey “good” qualities by phone? |
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Work in pairs |
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Examples |
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Characteristics |
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Effects |
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Empathy |
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Enthusiasm |
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Courtesy |
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Competence |
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You can’t see the other person |
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(This may be a good thing...!) |
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Tone of voice |
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Active listening |
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Appropriate questions |
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Open vs Closed |
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Anticipate needs and give reasons |
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Prepare the listener |
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“Have you got a pencil?” |
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Tell ‘em what you’re going to tell ‘em... |
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Tell ‘em... |
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Tell ‘em what you told ‘em... |
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Check for understanding |
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Be prepared to say NO |
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use analogies |
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Split into pairs |
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Choose someone you don’t know very well... |
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Take a “script” |
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Work on appropriate responses |
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Present - back-to-back... |
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...is about converting LEARNING into DOING |
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Three components |
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Aim |
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What do you want to achieve? |
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Actions |
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What will you do to achieve those aims? |
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Deadlines |
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When will you achieve your aims? |
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Work in pairs |
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Formulate a Personal Action Plan |
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Be realistic! |
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Restrict yourself to 2-3 Aims |
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Brief presentation |
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Notes