In th coaching model do you go into how to clarify expecatations?
Please take a look at this example from a customer service manager I work with. [u][b]Do think this manager is doing a good job clarifying expectations?[/b][/u] He sent this email as his expecations regarding acting "professional" with customers over the phone. This is a high-tech call center.
"I want to share with you some of the most important fundamental things to remember when you are in contact with customers over the phone:
The greeting should include:
"Good Morning/afternoon/evening and Thank you for calling..."
- My name is "x"
- How may I help you?
We need to speak slowly so customers know who they are dealing with.
When you become emotional, please refrain from speaking too fast and swearing is a no-no. When dealing with customers, it is almost unforgivable to take anything “negative” customer said personally.
Be a good listener. Please refrain from interrupting while the customers are talking."