Delivering Outstanding Customer Service

1 Customer Service: Adapting to Your Customers' Cues

v Conversation

A Hi This is Ganesh, from Service Desk, how can I help you?

B HI, I am having littile problem with my account, I am hoping you can help me.
A Oh! I am so sorry to hear that, we get that sorted right out. Let me check your details and see what's going on, what
B My Employee iD is #####
A I am so sorry to keep you on hold
B How is your Day going
A Pretty Good So far!, how is your's?
B All the problem starts after upgrade
A I think you may just solve the problem by yourself
A Thank you for contacting us have a Great Day

2 Customer Service: Interpreting Customers’ Service Priorities

A Hello, This is Ganesh, I know you have been waiting and I am sorry taking so long, how can I help you?
you can say following sentence to reassure the customer
· Let me ask you few questions so that I can resolve this for you as quickly as possible
· Tell me what you have done for yourself so we don’t spend time doing that again

If you need the customer to wait while you check solutions Be as truthful and transparent as possible
· I am going to put you on hold so I can check a few things to try to get this taken care of, I will be back as quickly as

A I'll walk you through the steps now.

pay attention, be polite, smile and never interrupt

3 Customer Service: Discovering Customer Needs

A I am glad that I can help, have a Great Day
4 Customer Service: Fostering a Service Mindset
A I can certainly understand how fraustrating this is for you, let me see if I can help take care of this once and for all
B I hope so but I am not holding my breath
A I hear you, I will do my best
A now you say that this is been the ongoing problem for the past few weeks, correct?
B yeah, I started about two months ago

A Hello, I am so sorry we were cut off but I wanted to right back to you as quickly as possible
A do you still have the time to walk through the upgrade?
B yeah, Thanks, I do
A terrfic, I try and make this quich and painless as possible

A I can understand how you must feel, I apologized for the previous poor experience

5 Customer Service: Engaging with Customers

6 Customer Service: Generating Effective Solutions

A So your Laptop won't connec to the internet, that's got to be fraustrating, lets get you back online
A first let me ask is your network up and running?
B yeah, but my neighbour has the same model, he tell me that these are notorious for connection problems
A Let's check a few things before we jump to a conclusion
A Let's look into this a littile more first.
A May I put you on hold for just a moment? I have a couple of resources I would like to check into before we have yo
A Thanks for holding, I've consulted a troubleshooting guide for your Laptop model, and I think I may have a solution
A Do you have a couple of Minutes to try something with me?
B Look, if it will get me back online, I will try about anything.
A OK, Great
A Please give me just a couple of minutes to get a list toghether for you. I'll be right back.
B Great

7 Customer Service: Becoming a Chat Agent Star

A since the reboot didn't work, I need to trasnfer this Ticket to the Local Technician
A Hi - I'am still checking on the problem. Are you OK to wait while I invetigate further?
B That's fine
A Checking back in. I'm still trying to run down the soultion for you.
B This is pathetic. It's been like 10 minutes already. I NEED THIS FIXED NOW.
A I apologize for the inconvenience. I know this must be very frustrating. The problem is more complex than I orogina
B I'am waiting
A I apologize for having taken so long, but I had our back end technician clear the session to ensure it won't happen ag
B I hope so.
A Can you check now? It should do this time.
B sure
A it's working properly now?
B Yep
A That's terrific. Thank you for your patience. Is there anything else I can help you wit today?

A I'll do my best to help you logon. Can you tell me what happened when you tried?
B I forgot my password and unable to reset it from my end.
A I'm happy to assist you with this.
A Thanks for your patience. I confirmed the solution to the login problem.
B Thank you
A You're Welcome. Thank you for allowing me to help you.

A Hello. Thank you for contacting us. How can I help you today?

A Again, I apologize for any inconvinience we've caused you. And thank you for giving me the opportunity to fix this

8 Customer Service: Strengthening Your Service Skills

 Done

e what's going on, what your Employee ID

Priorities
n I help you?

will be back as quickly as possible

Done
 Done

of this once and for all

Done

Done

on problems

k into before we have you throwing your Laptop out

nk I may have a solution for you.
 Done

e complex than I oroginally thought, but I believe we are close to having a fix for you.

ensure it won't happen again.

he opportunity to fix this for you.