We have certain protocols we follow. According to my screen/script, we do that. can’t I have the authority. don’t TELEPHONE DOCTOR PRESCRIPTION: Customers in your policies. aren’t interested company’s Look for solutions to the problems. Exceptions can sometimes be made to prevent alienating customers. Skill Practice Key Point #7: Sorry, Our Policy – That’s Facilitator: Complete the exercise below and have a group discussion to recap. On a large board or flip chart, make a list of the issues that may cause someone to say let’s our in an attempt to remedy a situation. (Allow 5 minutes) “Sorry, that’s policy” Use paper or corresponding Participant Workbook page. Divide your group into small teams with 2-3 members each. Assign a policy issue from the list to each team. Ask each team to script an effective response which eliminates the killer words: our “Sorry, that’s (Allow 5 minutes) policy.” Ask each team to select one member to act as the customer, another to act as a company representative.
We have certain protocols we follow. According to my screen/script, we can’t do that. I don’t have the authority. TELEPHONE DOCTOR PRESCRIPTION: Customers aren’t interested in your company’s policies. Look for solutions to the problems. Exceptions can sometimes be made to prevent alienating customers. Skill Practice – Key Point #7: Sorry, That’s Our Policy Facilitator: Complete the exercise below and have a group discussion to recap. On a large board or flip chart, let’s make a list of the issues that may cause someone to say “Sorry, that’s our policy” in an attempt to remedy a situation. (Allow 5 minutes) Use paper or corresponding Participant Workbook page. Divide your group into small teams with 2-3 members each. Assign a policy issue from the list to each team. Ask each team to script an effective response which eliminates the killer words: “Sorry, that’s our policy.” (Allow 5 minutes) Ask each team to select one member to act as the customer, another to act as a company representative.
12Killer%20Words%20of%20Customer%20Service%20LG%20FINAL%203.2017.docx