問題一覧
1
How do you emphatize?
1. Active Listening 2. Paragraph and Summarizing 3. Expressing Empathy 4. Put Yourself in their shoes 5. Use Positive Body Language 6. Reflective Response 7. Offer support and solution 8. Follow-up
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Doesn’t avail your service too often, but willing to spend expensive service.
VIP Vicky
3
uses your service at least 2-3 times a week.
Frequent Fely
4
phrasing a person uses to recognize and validate a situation and how the other person feels.
Acknowledgement
5
provides an opportunity to address any lingering concerns and contributes building a lasting relationship based on trust and reliability.
Follow-up
6
Theme
Elevating Customer Relations Excellence Basics of Customer Relations and Customer Service: Face-to-face, Telephone, Online and Social Media Contacts
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AER
Acknowledgement Empathy Reassurance
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acknowledging their emotions and demonstrating that you care.
Expressing Empathy
9
needs their issues to be resolved fast.
Quick Quinie
10
6 Consumer Profiles
First-Time Fred Regular Rafy Frequent Fely Quick Quinie Emotional Eddy VIP Vicky
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involves not just hearing words but understanding the underlying message.
Active Listening
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enhances customer’ perception of your sincerity and commitmennt to assisting them.
Use positive Body Language
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requires imagining the impact of the situation on the customer’s life and emotions.
Put Yourself in their shoes
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designed to fill customers with confidence that their problems will be resolved.
Reassurance
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helps to avoid misunderstanding and clarifies any ambiguity in the customer’s communication.
Paraphrasing and Summarizing
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Guest of Speaker
Mr. Ruel Joseph V. Balaba
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2 types when delivering empathy?
Positive Negative (Sandwich)
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Connecting with other’s positive emotions.
Positive
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Show you understand what the customer is going through.
Empathy
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connected about how their experience made them feel.
Emotional Eddy
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expresses frustation or disappoinment, acknowledging those emotions directly is crucial.
Reflective Response
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Connecting with other’s negative emotions.
Negative