The customer is delighted with someone who is sure that he has been served in a way far exceeding his expectations. A satisfied customer is someone who knows that it has been served in a manner consistent with its expectations. A dissatisfied customer is someone who thinks he has been served in a way that does not meet his expectations.
Improvement of customer service skills in everyday life.
Assume the goals you want to achieve by this lesson. Why do you want to improve the customer service skills? Learn how to work in the way to satisfy as much as possible your customer, ask questions, reflect feelings, appreciate and summarize.
DAY 1 - Strategy
Today, define actions or strategies that will apply to all three types of customers - if possible, take advantage of examples taken from life and rely on experience with products or services of your own organization. Save your ideas on the sheet
| Delight | Satisfaction | Dissatisfaction |
Day 2 – Replace the open questions
Today, think about it and write down how you could exchange questions addressed to the client from closed to open. Sample questions:
1. Can I help you?
2. Do you know our products?
3. Are you satisfied with this product?
4. Do you have any more questions?
Day 3 - Malicious phrases
The following phrases are often used during phone calls, although they are not polite. Think about what other phrases you can find today, which can be used to replace these not-so-precise phrases, and write them in the right column. At the end of the table, type in two awkward or rude expressions that you've come across as a customer, and suggest their revised versions.
| Bad phrase | Corected phrase |
| What is going on? | |
| You should... | |
| The system fell. | |
| I do not know what you want to say. | |
| No, i can not help you. | |
| You must talk to someone else. | |
| Wait, wait a minute. | |
| I can not help it. This is our policy. | |
| What did you say? | |
| I do not understand you completely. | |
| Unfortunately, the boss is now at the meeting. | |
| This is not my plot. | |
| We do not deal with these matters here. | |
| You have been poorly connected. | |
| I have no idea. | |
| I have no influence on it. | |
| I would advise you ... .. | |
Daily on the task to be carried out each day
Every day prepare short resume of the skills you have learned or improved. Take a look for the assumptions for the next day to be prepare for new challenge.