Customer Service
Transcription
Customer Service
page 1/3 www.anglophonie.fr Customer Service Training Course (YouTube, 2012) http://www.youtube.com/watch?v=t5KibZuz6Kk&feature=related -Good morning, Forest National Bank, this is Kim. -Hi, uhm, your drive-thru window at the branch on Springfield Road. Is that open on Friday nights? - Gee, I don’t know. I’m new here. We just saw forbidden phrase number one: I don’t know. Now that wasn’t a very tough question. It’s not as though she asked: - Hi, um, what time is it in China? - What time is it in China?? Now that was a tough question. It didn’t concern your business. But for people that call with routine questions about your organisation and get an I don’t know, that’s so frustrating! Let’s see how the caller felt. - I don’t know. - I don’t know? I don’t know? I wonder about a company like that. You call with a simple question and the person who answers the phone doesn’t know the answer. And worse, makes no offer to help! Am I making a mistake thinking of dealing with them? How good could they be judging by the treatment I just got? After all, that’s their representative. That’s who they chose to deal with the public. I purposely waited to see if she’d offer help. Yeah, right! It’s as if she wanted me to hang up and call a competitor. That’s exactly what I’m gonna do. I’ll find a bank that’s just as convenient and offers better customer service. So how do we cure forbidden phrase number one? I don’t know. Here’s how. First of all, we understand you won’t always have the answers at your fingertips. But we want you to treat that customer with the positive attitude of I don’t know, but I’ll find out. Next, leave out the negative parts. The I don’t know, but.. What’s left, it’s your job to help. Even if you’re unable to get the information, you’ve made an offer to help. You’ve gone that extra mile and that’s what’s important. So when someone asks you a question that you don’t have the answer to, your reply should be a helpful: Gee, that’s a good question, let me check and find out. Understand the dynamics of this particular technique. -Good morning, First National Bank. This is Kim. -Hi, uhm, your drive-thru window at the branch on Springfield Road. Is that open on Friday nights? -The Springfield branch? Gee, that’s a good question. Let me check and I’ll find out for you. Now that’s better. The caller can feel you’re trying to help. Telling the caller I don’t know, with no attempt to assist is one of the public’s major pet peeves. What are they supposed to do? Just hang up and forget about it? page 2/3 And one more telephone doctor tip. Sometimes a customer will ask you an unusual question and you need a little more time to decide where to transfer that call. Use a few buffer phrases while you’re deciding rather than just leaving the caller hanging in silence. Something like that’s a good question, let’s get you an answer or I believe one of our people can help you with that. I’ll check with my manager. Are you able to hold? Forbidden phrase number one: I don’t know. Recommended: That’s a good question. Let me check and find out. Now forbidden phrase number two. When you ask for something, isn’t it abrupt and shocking when the answer is, We can’t do that ? Why don’t they just tell you what they can do? -Good afternoon, Connie Assessor’s office, this is Eric. -Yes, I need to talk with your appraiser. I just received my new real estate tax bill and it’s way too high! Now I work until a quarter to five, but I’m just a few blocks away. Can someone meet with me, say just after five o’clock? -Oh, we can’t do that. Please don’t tell people what you can’t do. Tell them what you can do. Let’s see how this situation should have been handled. -Good afternoon, Connie Assessor’s office, this is Eric. -Yes, I need to talk with your appraiser. I just received my new real estate tax bill and it’s way too high! Now I work until a quarter to five, but I’m just a few blocks away. Can someone meet with me, say just after five ? -Well, here’s what we can do. We’re only open until five but let me transfer you to Mark Murphy. He’s one of our appraisers. He can meet with you over the lunch hour or maybe you can get off work a couple minutes early tomorrow. I’ll set it up for you. If you’re able to hold, I’ll transfer you… Vocabulary 1. this is Kim 2. drive-thru window 3. gee! 4. forbidden phrase 5. 6. 7. 8. 9. now tough question as though routine questions I wonder Kim à l’appareil (or drive-through) = drive-in / fenêtre où on est servi dans sa voiture (interjection) eh bien! expression interdite une phrase = a sentence / a phrase = une partie de phrase = eh bien question difficile comme si questions courantes je me demande, je me pose des questions page 3/3 10. makes no offer to help 11. that I just got 12. their representative 13. to deal with the public 14. purposely 15. yeah, right! 16. as if 17. to hang up 18. I’m gonna do 19. as convenient 20. cure forbidden phrase number 1 21. first of all 22. at your fingertips 23. next 24. leave out 25. what’s left 26. you’ve gone that extra mile 27. let me check and find out 28. no attempt to assist 29. major pet peeves 30. are they supposed to do? 31. tip 32. to transfer 33. a few buffer phrases 34. rather than 35. hanging in silence 36. to hold 37. appraiser 38. real estate tax bill 39. way too high 40. a few blocks away 41. meet with me 42. say 43. should have been handled 44. get off work 45. I’ll set it up for you ne propose aucune aide que je viens d’avoir leur représentant pour s’occuper des gens exprès (fam.) c’est ça! tu parles! comme si raccrocher = I am going to do (je vais faire) aussi pratique “guérir” la phase interdite N° 1 premièrement (fingertip = bout du doigt) à portée de main ensuite excluez ce qui reste à faire vous avez fait cet effort supplémentaire laisser-moi vérifier pour savoir sans proposer (tentative) d’aider grosse bête noire (fig.) sont-ils censés faire? conseil passer une communication à quelqu’un d’autre quelques expressions « tampons » pour vous donner le temps réfléchir plutôt que laisser dans le silence patienter expert taxe foncière bien trop élevée à quelques patés d’immeubles de là me recevoir disons aurait dû être gérée quitter le travail je vais arranger (le rendez-vous) pour vous