Keys to Better than Best Customer Service
Telephone Skills & Etiquette
Presented by Culture Transformation Resources
www.CTRConsultingServices.com
5

Culture Transformation Resources, LLC * www.CTRConsultingServices.com
CUSTOMER MINDSET
• Greet me.
• Respect me.
• Value me.
• Help me.
• Listen to me.
• WOW me.
• Invite me back.

Culture Transformation Resources, LLC * www.CTRConsultingServices.com
1. Provide a Warm Welcome
2. Connect with Your Customer
3. Understand Customer Needs
and Priorities
4. Take Action
5. Deliver a Memorable Close
5

P r o v i d e
• Brand Greeting
• Genuine Warm Welcome
• Introductions
1.

2.

2.
• Be Kind
• Mind Your Manners
• Build Rapport
• Use the Customer’s Name
• Create Memorable Moments
• Communicate Positively,
Passionately and Professionally

Think like a mirror…
Mirrors don’t judge or give advice, they just reflect.

Communicate
Positively, Passionately and Professionally

1. Definitely
2. Surely
3. Absolutely
4. Certainly
5. Fantastic

1. I will definitely make sure that your
information is entered correctly.
2. You will surely enjoy this amazing vacation.
3. I absolutely agree with you.
4. I can certainly help you.
5. This is a fantastic option for your family.

Let’s look at this…
• Certainly, I’d be happy to assist you with
that today.
• With pleasure…
• I’d be delighted to assist you.
• That’s a great question…
• I would be more than happy to…

That’s a great choice…
• That’s one of our most popular choices.
• This is a very popular item.
• We have had a lot of positive feedback on
that item.
• That’s one of our most popular choices.

I’m hoping you’ll really enjoy…
• What some of my other customers have done
is…
• Many of our customers prefer…
• What other customers have done in your
position is…
• My personal favorite choice is…

I am happy to help.
• I’m sure I can help…
• Please allow me to assist in resolving this…
• Let’s see what we can do about this right away.
• The best way to get you what you want is...
• As a solution, may I suggest…

One Moment Please.
• Ask the customer’s permission before placing
them on hold.
• Provide frequent updates to customer on hold.
• Always thank the customer for their patience.
• When transferring, announce the caller and
provide pertinent information.

Culture Transformation Resources, LLC * www.CTRConsultingServices.com
• Collect and Verify Information
• Fact-Find and Ask Open-Ended
Questions
• Determine the Customer’s
Primary Need and Stay
Focused on Satisfying It
• Listen Empathically
3.

Culture Transformation Resources, LLC * www.CTRConsultingServices.com
LEVELS OF LISTENING
1. Ignoring
2. Pretend Listening
3. Selective Listening
4. Active Listening
5. Empathic Listening

Culture Transformation Resources, LLC * www.CTRConsultingServices.com
THE CHINESE SYMBOL FOR LISTENING

Take
4.

Culture Transformation Resources, LLC * www.CTRConsultingServices.com
4. TAKE ACTION
• Provide Solutions, Options,
Alternatives and Information
• Assumptively Close the Sale
• L.E.A.P. to Calm an Upset
Customer
• Take Ownership

L.E.A.P. TO CALM AN UPSET CUSTOMER.
• Listen
• Empathize
• Apologize
• Problem Solve

• Use the Guest’s Name
• Thank them for calling / for their business
• Add a personal touch
• Wish them a Fond Farewell
5.

Culture Transformation Resources, LLC * www.CTRConsultingServices.com
1. Provide a Warm Welcome
2. Connect with Your Customer
3. Understand Customer Needs
and Priorities
4. Take Action
5. Deliver a Memorable Close
5

www.CTRConsultingServices.com
Please contact us for the complete presentation or other presentations:
• 21 Tips to Improve Culture and Employee Engagement
• Present with Power, Passion and Positivity
• Awaken the Working Dead
• Culture Eats Strategy for Breakfast, Lunch and Dinner
• Digging for Goals
• Leading 5 Generations in the Workplace
Ms. Harris is available for keynote presentations, management training, leadership
workshops, retreats and other corporate and non-profit engagements.
Andre S. Harris
President
Culture Transformation Resources, LLC
www.CTRConsultingServices.com
Andre@CTRConsultingServices.com
1-877-CTR-1236 OR 1-877-287-1236
@AndreHarrisCTR
Andre Harris CTR
www.linkedin.com/pub/andre-harris/31/56a/744/