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Process customer enquiry and feedback - Coggle Diagram
Process customer enquiry and feedback
Types of communications
Verbal
Oral
Speaking
Tone of voice
Set positive tone 2.Consider the context
Stay Calm 4.Smile 5. Show understanding and be supportive
Accent
Ask the customer to speak slowly. 2. Do not patronise. 3.Practise empathy
Get Creative 5.Ask senior colleague to step in
Use of language
Use " we" and "I". 2. Use "I apologise" instead of "Im sorry". 3.Focus on "value"
Listening
Techniques of active listening
Keep an open mind
Be attentive to nonverbal cues
Focus on the customer
recap key facts
Establish eye contact
Importance of listening to customers
Customer feels valued
Feedback to customer is relevant
Make sense of info
Verbal
Written
Reading
Effective reading skills
read between the lines
Stay focused
use a dictionary
remove all biases
Improving writing skills
Be empathetic
power of persuasion
ensuring accuracy of the content
ask the right qns
Communicate concisely
understand customer
remain positive
Non Verbal
Body Language
Facial expressions
posture
Camera positioning
fiddling
arm movement
eye contact
obsessing over appearance
Types of communication channels
Call Centre
Email Support
Chat
Social Networks
Video conferencing
mobile customer self service
Types of questioning techniques
Open and close qns
Probing
Funnel Qns
leading qns
rhetorical qns
importance of asking qns
seek understanding
build relationship
clarify doubts