Create a personal action plan to continue working on key areas of improvement discovered in the course.
- We've covered a lot of ground in this course. We discussed many exciting strategies and tools we can use as technicians. I hope you've enjoyed learning from our examples that demonstrate what to do and also what not to do. These strategies are taken from best practices that have been implemented globally over many years, and they're proven to work. What is your next step with all the material that we've covered? As you've gone through the course, you've hopefully documented your own processes, written down questions for your manager, and taken notes on specific techniques that you want to implement.
The next steps are to review the action plan and your notes. Think about three key takeaways that you can immediately put to use. What can you take back to implement, practice, or use in your environment? You may also want to share this information with a coworker or a peer who can help hold you accountable to use what you've learned. Thanks so much for coming on this learning journey with me. I hope that you've enjoyed your experience as much as I have. And I look forward to seeing you in another course soon.
First, Fancy provides guidance on how to use the right types of questions to gather information about an issue. Then, she explains how to professionally handle common customer service tasks, like escalating and transferring calls. Then, she shows how to hone interactions with customers by refining communications—acknowledging how tone and word choice can diffuse tension. She wraps up by covering common customer behavior scenarios in which the tools, techniques, and strategies from the course can be applied.
- Greeting and validating contacts
- Asking investigative and diagnostic questions
- Confirming and validating responses
- Reaching resolution and closure
- Using mute or hold on a call
- Escalating or transferring a call
- Building rapport over the phone, in writing, and face-to-face
- Refining word choice, style, and tone
- Managing conflict effectively
- Recovering unsatisfied customers
- Redirecting customers
- Identifying customer behavior