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April Lazaro

Project Jupiter | ARCC
Key Customer Interaction Skills Training

Copyright © 2013 Accenture All rights reserved. 2
House Rules

Copyright © 2013 Accenture All rights reserved. 3
Maintaining and Enhancing Self-Esteem
Learning Objectives
At the end of this session, participants should be able to:
• differentiate negative from positive scripting; and
• use positive scripting technique in speaking to the customer.

Copyright © 2013 Accenture All rights reserved. 4
Review

Copyright © 2013 Accenture All rights reserved. 5
Question #1
Understanding what you hear is a process of conscious listening, which
you perform based upon acquired habits, primarily from practice and
repetition.
Review

Copyright © 2013 Accenture All rights reserved. 6
Question #1
Understanding what you hear is a process of conscious listening, which
you perform based upon acquired habits, primarily from practice and
repetition.
Review
Comprehension

Copyright © 2013 Accenture All rights reserved. 7
Review
Question# 2
It means simply restating what another person has said in your own
words.

Copyright © 2013 Accenture All rights reserved. 8
Review
Question# 2
It means simply restating what another person has said in your own
words.
Paraphrasing

Copyright © 2013 Accenture All rights reserved. 9
Review
Question# 3
One of the active listening barriers in which the receiver hears message
based on his/her interests, needs, motivations, experience, background,
and other personal characteristics.

Copyright © 2013 Accenture All rights reserved. 10
Review
Question# 3
One of the active listening barriers in which the receiver hears message
based on his/her interests, needs, motivations, experience, background,
and other personal characteristics.
Selective Perception

Copyright © 2013 Accenture All rights reserved. 11
Question# 4
It is the Key to Active Listening.
Review

Copyright © 2013 Accenture All rights reserved. 12
Review
Question# 4
It is the Key to Active Listening.
FOCUS

Copyright © 2013 Accenture All rights reserved. 13
Review
Question# 5
Provide the meaning of acronym LEAP.

Copyright © 2013 Accenture All rights reserved. 14
Review
Question# 5
Provide the meaning of acronym LEAP.
Listen
Emphathize
Ask
Propose

Copyright © 2013 Accenture All rights reserved. 15
Key Customer Interaction Skills
• Maintaining and Enhancing Self-Esteem
• Building Trust and Confidence
• Taking Ownership
Course Outline

Copyright © 2013 Accenture All rights reserved. 16
Negative Scripting
• Tends one to say straight
forward and demanding
statement which often leads to
complete and utter rejection from
customers. It gives the customer
a feeling of being threatened.
Maintaining and Enhancing Self-Esteem

Copyright © 2013 Accenture All rights reserved. 17
Positive Scripting
• Refers to formulating ones
message in a positive or
constructive manner so as not to
upset or frustrate a customer.
• This is especially needed when
there are problems in the
company (e.g. power outage,
downing of server, etc) which
caused complaints from a
customer or there are issues
which the company cannot
accommodate the request or
address the need of the
customer.
Maintaining and Enhancing Self-Esteem

Copyright © 2013 Accenture All rights reserved. 18
Maintaining and Enhancing Self-Esteem
The Power of Positive Scripting

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1. Project Jupiter | ARCC Key Customer Interaction Skills Training

3. Copyright © 2013 Accenture All rights reserved. 3 Maintaining and Enhancing Self-Esteem Learning Objectives At the end of this session, participants should be able to: • differentiate negative from positive scripting; and • use positive scripting technique in speaking to the customer.

5. Copyright © 2013 Accenture All rights reserved. 5 Question #1 Understanding what you hear is a process of conscious listening, which you perform based upon acquired habits, primarily from practice and repetition. Review

6. Copyright © 2013 Accenture All rights reserved. 6 Question #1 Understanding what you hear is a process of conscious listening, which you perform based upon acquired habits, primarily from practice and repetition. Review Comprehension

9. Copyright © 2013 Accenture All rights reserved. 9 Review Question# 3 One of the active listening barriers in which the receiver hears message based on his/her interests, needs, motivations, experience, background, and other personal characteristics.

10. Copyright © 2013 Accenture All rights reserved. 10 Review Question# 3 One of the active listening barriers in which the receiver hears message based on his/her interests, needs, motivations, experience, background, and other personal characteristics. Selective Perception

16. Copyright © 2013 Accenture All rights reserved. 16 Negative Scripting • Tends one to say straight forward and demanding statement which often leads to complete and utter rejection from customers. It gives the customer a feeling of being threatened. Maintaining and Enhancing Self-Esteem

17. Copyright © 2013 Accenture All rights reserved. 17 Positive Scripting • Refers to formulating ones message in a positive or constructive manner so as not to upset or frustrate a customer. • This is especially needed when there are problems in the company (e.g. power outage, downing of server, etc) which caused complaints from a customer or there are issues which the company cannot accommodate the request or address the need of the customer. Maintaining and Enhancing Self-Esteem

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