ucsd customer service_-_english_custodial_-_part_three[1]
DESCRIPTION
PPT presented as part of three workshops on "Customer Services Skills for Supervisors" - in Spanish & English, for University of California, San Diego, CATRANSCRIPT
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4. EVITE EL “NO” PARA LLEGAR AL “SI”
A veces, por razones fuera de su control, no puede responder a solicitud del cliente.
• En vez de decir, “No,” trate algo como…..• “No puedo hacer esto, perso si puedo
hacer….”
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¿ Cómo Puedes
Responder?
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5. Cuando Sube la
Temperatura…..HH ear them out
EE mpathize
AA pologize
TT ake Action
Zapatos del otro)
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Pasos para Clientes Dificiles
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Respond irstLet the
Customer Unwind
Evite al ‘Gancho’
Agradecer al Cliente
Actitud – Actitud - Actitud
Pregunte – No Decir
Callarse y Escuche
Evite “No (Busque “Si”)
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Sericio a Clientes Internos
Internal Supplier My Job Customer
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Acciones Que Puedo Tomar Para Llegar a “5”
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Responsesfor
CreatingMemorableCustomerService
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Evaluación
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Evaluación