CUSTOMER SERVICE EXCELLENCE

CUSTOMER SERVICE EXCELLENCE Learning Objectives Recognize who our customers are and the emotions behind why they reach out. 1.Apply active listening, empathy, and effective questioning to build authentic connections. 2.Demonstrate excellence using the be GREAT + take PRIDE principles across all brands and channels. 3 Respond to different customer needs—including angry, impatient, or confused—with calm, care, and solutions. 4 Create moments that matter by turning everyday interactions into trust, loyalty, and lasting relationships.

customer service is about creating moments just completing transactions across every brand, channel.

EXCELLENCE = CONNECTIONS, ACROSS EVERY BRAND, WE CREATE TRUST AND LOYALTY OUR LOYAL CUSTOMERS HAS MORE ACCOUNT DETAILS *KNOW YOUR CUSTOMER, SEE THE PERSON, NOT THE TRANSACTION -GREET,REALLY LISTEN,EMPATHIZE,ASK,TOTALLY RESOLVE -STAY CALM SOLVE WITH CARE -BE GREAT, TAKE PRIDE, BUILD TRUST -LISTEN,PARAPHRASE,EMPATHIZE -ASK, CLARIFY,RESOLVE EXCELLENVE = CONNECTION, LISTENING, CARE, EMPATHY, MOMENTS THAT MATTER

SUMMARY; -know your customer see the person, not the transaction -be great, take pride, create trust -first 30 second = lasting impresion -Listen, paraphrase, emphatize -stay calm, solve with care -ask, clarify, resolve