Service Quotes
Who quoted:
"A conversation is a dialogue, not a monologue. That’s why there are so few good conversations.”
Truman Capote, American Author
What is Rapport?
A sympathetic relationship or understanding
What id the Equation of Service Excellence?
Soft skill + Technical skill=Service Excellence
As a communication channel how much percentage WORDS have in the users when understanding of content? (Face to face)
7%
What are the positive characteristics of the controlling parent?
Order
Structure
Survival
Who state:
"The scientist is not a person who gives the right answers; he’s the one who asks the right questions.”
Claude Levi-Strauss, French Anthropologist
What are the listening steps ?
Hearing
Understanding
Judging
What is customer experience for your customers?
Is the perception of your organization based on the sum of all their experiences with it
As a communication channel how much percentage TONE have in the users when understanding of content? (Face to face)
38%
What are the positive characteristics of the nurturing parent?
Supportive
Caring
Protective
Who quoted:
“The single biggest problem in communication is the illusion that it has taken place.”
George Bernard Shaw – Irish playwright
What are the 4 Active listening techniques?
Paraphrasing
Summarizing
Echo
Encouragement
When your user call, what do they need?
They call to report incidents, service request, require information or follow ups
As a communication channel how much percentage Body Language and Facial Expressions have in the users when understanding of content? (Face to face)
55%
What are the positives characteristics of the Adult?
Objective
Logical and uses facts
Calm
Who say :
“if you’re not serving the customer, your job is to be serving someone who is”
Jan Carlzon, ex CEO SAP Group
Describe the Questioning structure?
Open
Probing / Clarify
Summarizing
Closed
Who are your customers?
All Computacenter employees
During a Chat or Call how much percentage WORDS have to users when communicating to them?
13%
What are the positives characteristics of the Natural child?
Fun loving
Creative
Dynamic
Who quote:
"The goal of a company is to not just deliver excellent customer service….but legendary”
Sam Walton
What is T.E.D questioning?
TELL ME
EXPLAIN TO ME
DESCRIBE TO ME
Describe the rapport triangle?
Rapport
Feeling / emotion
Ideas judgment
Fact and information
Ritual cliche
During a Chat or Call how much percentage TONE have to users when communicating to them?
87%
What are the positives characteristics of the Adapted child?
Polite
Obedient
Conforms