ACTIVITY 1

• Hello I'm Pauline from (company name), Good day sir/ ma, how may I be of help to you today?
• Alright, duty noted ma. I will definitely be able to assist you with that, but first kindly provide ...
• I am deeply and geniunely sorry you had to go through that. I assure you that I will certainly be of great assistance in helping you solve the issue.
• Since that did not work, you can consider any of the other options ... 
• Please hold on ma, I'm still here with you
• I apologize ma, sorry for any inconvenience that might have caused you ... Please, can you kindly tell me how this happened
• I am so sorry for any delays and inconvenience, we currently do not have this in stock...
• Thank you so much for reaching us today. Be sure to put a line through any other time

 

ACTIVITY 2

• Start every conversation with a greeting ... most suitable to use " Goodday sir/ma"
• Prompt and straightforward introduction after greetings - Hello, This is Alex from skillshare, how may I be of help to you?
• Confirm any digit received twice. 237584632738, is this your correct mobile number ma?
• Keep the customers informed every step of the way (especially if they do not have the visuals)... Please hold on ma, I'm still here with you. I'm currently on your company profile ...
• Always ask to know if there is another issue after solving an issue ... I am happy to have been of help to you. Would that be all?

RESTRICTIONS -

• Information about the customer service agent must not be shared ... race, age, residential address...
• Discussions outside of customer support is prohibited ... political views, personal views, family issues
• Favouritism of certain service agent is shunned ... all agents should be able to meet all customers need
• Under no condition should an agent reciprocate aggressive/insulting gestures or actions ... to avoid escalating, it is advised to end communication as polite as possible.

Aggressive customer behaviour should be immediately reported, best to have some evidence. Company should transfer the issue to a senior colleague to rectify the problem, if unsolvable, legal actions should be take or customer blacklisted.

 

 

ACTIVITY 3

• This is optional, but a way to motivate good customer service. Please on a scale of 1 - 10, with 1 being poor and 10 being excellent. How would you rate my service to you today?
• How pleased are you with the recommendations provided ? very pleased ... just there ... not pleased at all
• Did our service operator assist you with all you needed ? ... YES ... NO ... OTHERS (Please leave a comment)
• If that would be all, please send a 😀 or a 😞 to review your satisfaction with my service 
• If you are satisfied with my service today, please kindly leave a good comment/review
• How would you rate the efficiency of this product? High ... Moderate ... Low