Information
-
Document No.
-
Audit Title
-
Client / Site
-
Conducted on
-
Prepared by
-
Location
-
Personnel
Essential Skills
-
Staff member
-
Observers Name
Listen
-
Didn't interrupt customer or talk over customer
-
Listened to the customer and understood their needs
-
When responding to the customer was able to summarize what they said
-
Displayed positive body language
Empathy
-
Showed the customer they could understand there situation by restating feeling and fact
-
Preempted the need to display empathy eg: if the customer had to wait , apologized up front to the customer rather than them waiting to complain about waiting .
Customer profile
-
Identified which treatment type to apply to the customer ( nurturing , professional or tech
-
Nurturing
-
Spoke the customers language ( no jargon tech talk ) did not rush the customer , used the product guide and flyer as a tool.<br>Held the customers attention and explained how technology would benefit them.
-
Professional
-
Spoke the customers language ( no jargon or tech talk ) Provided prompt and efficient service, let the customer explain what they wanted and only provided top up info, asked further questions to understand customers needs.
-
Technical
-
Identified customers ability to use tech language and mirrored there style. Let the customer explain their knowledge of tech and toped up where needed, Encouraged customer to play with live handsets. Talked about potential compatibility of fetures and functions. Provided an efficient interaction .
Personalize
-
Used the customers name as appropriate
-
Paraphrased what the customer was saying throughout the interaction *<br>
-
Mirroring the customers body language and style of communication
-
Tailored the solution to the customer and their needs
-
Rephrased something the customer has mentioned during the sale e.g. " have a good time on your holiday" to maintain rapport and personalise the interaction.
-
Feedback to staff member
-
Agreed action
