March 2005
Intermediate to advanced
163 pages
1h 51m
English
Content preview from 25 Reproducible Activities for Customer Service Excellence
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159
Handout 25.5
Multiple Choices
People like to have choices. Often you will find it is useful to help a customer make a
decision by presenting him or her with a number of choices to select from. In
presenting these choices, it also works out nicely if any choice that the customer
makes just happens to be acceptable to you!
For example, you might ask the customer:
“Will this be cash or charge?”
“Where should I send your bill?”
“Do you want the red one or the blue one?”
“Will you be buying one or more of these today?”
“Do you wish to make payments or take care of all the charges right now?”
161
Handout 25.6
Assuming the Positive
By assuming the positive, you simply approach the situation as if the customer has
already made ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.