Remar Malaya

2 I FEEL YOU… Addressing emotion/feeling  Know and be sensitive of the WHYs behind the customer’s emotion/feeling…don’t just LISTEN…HEAR them out.  Acknowledge appropriately and DEAL with it!  Discuss the resolution -set proper expectation “Here’s what I WILL do Mr./Ms…” -utilize your tools (e.g. Fathom) -don’t RUSH or be DISMISSIVE 3 Go for the AHA moment! Addressing unstated need/s Be proactive  Put yourself in CM's shoes  What IMPACTING action/information you can provide that would help CM moving forward? -MAXIMIZE options (e.g. Fathom, ASK SME etc.) before  saying there’s NONE! -don’t RUSH 4 WOW? Delivery of information with impact to achieve LASTING IMPRESSION      Call out using CM's name Educate: Here's what I did... Deliver the GOOD NEWS with impact! EMPOWER technique: "How about that?" "How's that sound?“ Provide recommendation 5 Is it CLEAR? Thought organization (delivery of bad news)   Avoid danger phrases (e.g. But, as much as, I’m sorry etc.) 4-bullet technique -Start with: “The reason..” -Explain: “Is because...” -Option: “What I can do...” -Validate: “Would you want that?” 6 EFFECTIVE PERSUASION  Option number #3 technique- best option that you want the CM to do should be positioned as the 3rd option 7 DEALING WITH DIFFICULT CUSTOMERS   "Once is about them; thrice is about you.“ "What am I doing to contribute to this pattern of difficult behavior?" 8 SECURE SATISFACTION  Tip: Hold PAX/TA accountable SA: “Have I fully resolved the reason for your call today?” 9 Questions 10