Crazy Chick's Thoughts 180 Lesson No. 1

You’re reading novel Crazy Chick's Thoughts 180 Lesson No. 1 online at LightNovelFree.com. Please use the follow button to get notification about the latest chapter next time when you visit LightNovelFree.com. Use F11 button to read novel in full-screen(PC only). Drop by anytime you want to read free – fast – latest novel. It’s great if you could leave a comment, share your opinion about the new chapters, new novel with others on the internet. We’ll do our best to bring you the finest, latest novel everyday. Enjoy!

...

PRESS - Preparation requisition of expected sales and services

(-) transparency

(-) partic.i.p.ate

(-) listen carefully

(-) teamwork

(-) dedication

*American Culture - way of living, customs, belief and tradition

Similarities with Filipinos - Hardworking

American: Businessminded/Workaholic

Filipino: Happy Go Lucky

American: Protestant

Filipino: Catholicism

American: Superiority Complex

Filipino: Inferiority Complex

Our Service Mentality Should Be:

1. Empathy

2. Enthusiasm

3. Owners.h.i.+p

4. Responsibility

5. Adaptability

6. Finding Balance

7. Resilience - *ability to get back after customer's issue/ability to recover

*Empathy

- identification of feelings, situation and motives.

"We care how things turns out because the character cares; our interest comes from empathy."

- John Gandra
Find authorized novels in Webnovel,faster updates, better experience,Please click for visiting.

*Enthusiasm

- It greatly affects on agent's effectiveness and success.

- Enthusiastic agents enjoy being proactive to go for the "extra mile" to help the customer.

**thinking out of the box

**exceeding limitation

*Owners.h.i.+p

- We own the problem, we own the solution.

- We own the problem, we are committed to the resolution.

**Opening Spiels:

"I'll be more happy to find alternative flights that work for you."

"Just give me about a minute to find the best schedule for your trip."

*Responsibility

- It is important to be considerate and responsible to our co - workers as it is to our customers.

*Adaptability

- Is changing your approach to each type of customer

(-) "The surest certainty of the world today is that it will change tomorrow."

---> to success, one must ready for what comes the next.

*Balance

- to achieve balance, just know that you can always acknowledge the feelings of your customer even when you disagree with the facts presented.

*Resilience

- Remain calm throughout adverse situation, recover quickly and don't show signs of discouragement.

- Never take it out on the next caller or next co-worker.


Guest Connect Objective:

1. Immediate Impact:

- This is how the customer feels about the situation and if they were listened to.

2. Secondary Impact:

- This is what people will tell their friends/colleagues about their experiences

3. Long Term Impact:

- Will the customer book with [travel agency]?

- Every call is important

Five Steps of Guest Connect Process:

(1) Greeting

(2) Discovery

(3)Tailored Solution

(4) Address Concerns/Process Solution

(5) Closing

*High Resistance:

(-) Greeting

(-) Discovery

(-) Tailored Solution

*Receptivity:

(-) Address Concerns/Solutions

(-) Closing

***Tone of the Voice:

(-) Friendly

(-) Confident

(-) Sincere

(-) Knowledgeable

(-) Professional

***Opening Spiel:

"Thank you for calling. My name is [ Your Own Name]. May I have your name please?"

"Thank you, [Customer's Name}, how may I help you today?"

...

-END-

Crazy Chick's Thoughts 180 Lesson No. 1

You're reading novel Crazy Chick's Thoughts 180 Lesson No. 1 online at LightNovelFree.com. You can use the follow function to bookmark your favorite novel ( Only for registered users ). If you find any errors ( broken links, can't load photos, etc.. ), Please let us know so we can fix it as soon as possible. And when you start a conversation or debate about a certain topic with other people, please do not offend them just because you don't like their opinions.


Crazy Chick's Thoughts 180 Lesson No. 1 summary

You're reading Crazy Chick's Thoughts 180 Lesson No. 1. This novel has been translated by Updating. Author: kathy_uykiat already has 468 views.

It's great if you read and follow any novel on our website. We promise you that we'll bring you the latest, hottest novel everyday and FREE.

LightNovelFree.com is a most smartest website for reading novel online, it can automatic resize images to fit your pc screen, even on your mobile. Experience now by using your smartphone and access to LightNovelFree.com