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customer service skills for user support agents (tips for effective…
customer service skills for user support agents
objectives
common and interpersonal skills
verbal and non verbal communications.
personal communication style
communication types and process
type
face to face
email
web chat
telephone
process
listen
discriminating manner
comprehensive
critical
therapeutic
appreciative
relational
understand
respond
results of customer dissatisfaction
repeat calling you back
lengthy supply incident
compliants
product return
tips for effective listening
avoid distraction
explain,think and communicate
summarize
face the user
positive and encouraging
barriers on effective learning :
avoiding eye contact
speaking rapidly
concerning non own business
techniques
build understanding
respond effectively
non verbal communication
posture
facial expressions
eye contact
voice quality
distance
verbal communication
telephone
incident
personality type