Communication Processes in Customer Service
Über den Vortrag
Der Vortrag „Communication Processes in Customer Service“ von Tony Hunt ist Bestandteil des Kurses „Brilliant Customer Service (EN)“. Der Vortrag ist dabei in folgende Kapitel unterteilt:
- Recap of Lecture 2
- Things, Thoughts and Alternatives
- Unhappy or difficult conversations
- Brilliant email service
- Tips for great emails
Quiz zum Vortrag
What is important while making a connection?
- Focus your mind.
- Give your name.
- Ask for the other names.
- Keep cool.
What are tips for a good conversation?
- Be courteous
- Use your empathy
- Avoid own reactive behaviours
- Be careful in using words
What do difficult callers like to hear?
- Offer choices
- Hide your issues
- Don´t be understanding
- Avoid connections
What is on top of the hierarchy of communication?
- Face-to-face communication
- Telephone Calls
- Emails
- Meetings
How can you create great e-mails?
- Use a subject heading.
- Write correctly.
- Don`t be emotional.
- Use cool sentences.
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Dozent des Vortrages Communication Processes in Customer Service
Tony Hunt
Tony Hunt is the MD of UK Seminars. His style is often described as ‘inspirational’, and he always aims to create positive change in people with whom he works. He has significant experience of operating successfully at all levels in an organisation – from induction, through first line management and right up to board level. Additionally he is able to strike the appropriate level of debate on every occasion.
Tony’s work is well known in many countries, e. g. in Europe, in the USA, in the Middle East and in India. His delegate evaluations average 9.0 on a 10 point scale.
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