Rules
What are the 3 main rules of Customer Service that an agent should follow while talking to a customer?
1. Be empathetic. 2. Be clear. 3. Be in control.
What principle was followed in the following agent's answer?
Client: My flight was cancelled. I need another one right now.
Agent: Got it. Can you give me your booking ID, please?
Use basic polite words.
Provide a reply to the customer.
Customer: Hi! I need your assistance. I need to add one more person to the flight I booked with you yesterday.
Agent:
Polite words should be used in the answer.
What are the three principles you need to follow to be empathetic?
1. Acknowledge the customer's feelings.
2. Apologize.
3. Be polite.
What principle was followed in the agent's answer?
Customer: When will I finally get my tickets?
Agent: Give me a minute to check and give you an exact time.
Never say "I don't know".
Provide an answer to your customer.
Customer: I need an urgent flight to Seoul. My sister is getting married and my original flight got cancelled.
Principles to be used: Use basic polite words; Acknowledge their feelings; Offer a reaction;
What are the four principles you should follow in order to be clear?
1. Speak the customer's language.
2. Offer a reaction.
3. Give reasons for your actions.
4. Give clear timeframes.
What principles were NOT followed in the following agent's answer?
Client: The price expired! Why can't I book the ticket for the same price?
Agent: Got it. Let me see what I can do.
1. Acknowledge the customer's feelings.
2. Apologize
Provide a reply to the customer's message.
Customer: I need to cancel my flight. My son is sick and we are not flying anymore.
Principles to be used: Acknowledge the customer's feelings; Use basic polite words; Give reasons for your actions; Give clear timeframes.
What are the four principles you should follow in order to be in control?
1. Offer reassurance, not promises.
2. Never say "I don't know".
3. Don't blame, explain.
4. Do as much as you can.
What principles were followed and what principles were NOT followed in the following agent's answer?
Customer: Hello! I missed my flight because of an accident. Can I get a refund?
Agent: Sorry to hear that! Yes, sure you can. I'll forward your request to the concerned department and they will contact you within 12 to 14 hours. Confirm your number now.
Followed: 1) Acknowledge the customer's feelings; 2) Give clear timeframes.
Not followed: 1) Offer reassurance, not promises; 2) Use basic polite words.
1) Give 5 examples of phrases to acknowledge the customer's feelings.
2) What phrases should you avoid when giving timeframes?
1) -
2) I know; I understand (exactly), etc.