Question

As the operations manager for your selected company, you have decided that as part of your management training program you would like to use role playing to achieve three objectives: (answer questions as if you were in the position of conducting these procedures)

(1) How would you teach employees how to interact with customers properly via the phone?

(2) How would you teach employees how to approach customers and build rapport?

(3) How would you teach employees how to question customers effectively?

Answer 1

(1)

As the operation manager how to teach employers on how to interact with customers properly via the phone is as below

* Teach employees to have Effective listening techniques.

* Teach them to Record information of customers.

* Teach them how to use positive language while talking with the customers.

* Teach the employees on how to Adjust to other styles of communication.

* Teaching employees how to Answer and make telephone calls in a professional manner.

* Teach them to Learn techniques to efficiently respond to a customer call.

* Teach employees how to Build rapport with the customer and satisfy their needs quickly.

* Teaching employees to Handle a customer's concern or complaint, with empathy and understanding.

(2)

As an operation manager, I teach employees how to approach customers and build rapport are as follows.

a) Get Their Name First :

As a manager I will teach employees ask“for the customer’s name first, rather than reference number, address, etc.”because,

“It is easy to get the details we need after we have their name. This makes the customer feel like an individual and advisors feel as if they are speaking with a person, not a caller.”

b) Speak With a Smile :

As a manager I teach my employees that they “always start the call with a smile – the customer will notice this in your voice.”

C) See It From the Customer’s Perspective :

Showing empathy is often a crucial part of building rapport, as it helps to create trust and mutual understanding, while it enables advisors to show the customer that they are the priority.

So the manager has to teach on how to see it from customers perspective.

d) Be Respectful :

As a manager I would to teach how to talk to customers with respect and in common language and never talk down to the customer or talk over them.

e) Don’t Leave Customers Waiting :

Manager has to teach employees, avoid keeping the customer waiting, advisors should keep the customer informed as to what they are doing and what they are going to do.

f) Share Their Priorities:

Manager has to teach employees on how to Make customers also your priorities and addressing them in the right order will reassure them that you know what they want and are taking care of them.”

This follows a key principle in any customer service field:

g)Make Their Problem Your Problem :

Manager has to teach the importance of having a one-to-one relationship with your customer so that they have a point of contact that they can come back to.”

So, when a customer voices their issue, it is important acknowledge it and signal that their concern has been understood, so the customer feels as though the problem has been “lifted from them”.

(3)

As a manager how to teach employees on how to question customers effectively.

a) What can my company do to better serve your needs?

As a manager you have to teach employees on how to question the customers as below

* What would you like to see us keep (and/or stop) doing?

* What is the one thing that we can do better that would help us to better serve you?

* What is the one thing we could add to the product / service will help improve your efficiency?

* What do you wish we could do but can't?

* What are your pain points with us and how do you think we could fix them?

* How can I help provide more value to your organization?

* How can I help?

b) How satisfied are you with our products/services?

As a manager you have to teach employees how to question customers regarding product and service which are as follows

The employee has to ask the costumers that :

* How dissatisfied will you be if we shut down our service?

* Can you give an example where you have been delighted/wowed by a product or service you’ve used at work and why?

* Are you willing to enthusiastically recommend us to a prospect today? If not, where must you see change this week?

* Would you renew at the end of contract based on what you feel at this very moment about the service/product that you consume?

* What part of the service makes you happy?

C)What value do we provide?

As a manager one should teach employees how to question the customers about the value of services they provided which are asked as follows :

* What's the main benefit you receive from our product/service?

* What value do we provide that makes you decide to stay with us?

d) What are your biggest challenges

The manager has to teach employees on how to question the customers regarding their challenges in the product or services and how to asked the question are as below

* What is your main challenge towards achieving growth.

* What are your biggest challenges you are facing both internally and externally and how can I help you solve those challenges?

* What is the problem that, if solved, would make the biggest difference to your life?

* How do you need to transform your business over the next 18 months, and how can I help?

e) Why did you choose us over the competition

As a manager one should educate their employees to question customers regarding for choosing their company in the competition

Manager has to teach how to question on choosing the company are as follows :

* How often do you consider switching to my competition and why?

* If you have to choose a competitor who would it be and why?

THE END

THANKING YOU SIR / MADAM FOR YOUR VALUABLE QUESTION I HOPE YOU MAY LIKE THE ANSWER I PROVIDED.