*J&G*

Today’s training focuses on techniques of questionnaires used while serving a customer over the phone. However, face to face customer service and call centre customer service is the same thing, Both of them need to obey the rules of customers communication.

1. In unit four, I developed my questionnaire skill, to ask the right question at the right time, from reading and practice. Questions are asked for gather information. The more you know about your customer, the better service you can provide. There are five types of question: status question is usually asked at the beginning of conversation to find out basic information and justify your reason for need of following information. Illustrative and clarification questions are often used during conversation. In order to find out detail information and picture problems, also very necessary to make sure matching definition understood by both you and your customer. Then consequence questions are asked to find out the impact of your proposed solution. At the last desire question may ask for a complete and enthusiasm service manner. 
2. Listen to customers are very important, select valuable and affective response. Skills such as hearing, repetition and justification are taught and exercised. 
3. Unit five introduces and outlines I lose-you win, I lose-you lose, I win-you lose and I win-you win strategies effectively handle angry customers. And then in late unit five and unit six, I have been taught theoretically correct steps and manner to handle customer conflict. Customer service represents the mission of an organisation; therefore your action and attitude in dealing with such cases represent the face of your organisation.