By J.N.P. Hume, R.C. Holt
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Extra info for Structured programming using PL/1 and SP/k
How to turn problems into solutions 1. Label the problem Identify one vague generality in which a problem lurks and express it in words, even if they are vague and general. Ask What’s the problem, specifically? 2. Question and clarify Second, apply clear questioning to a vague statement until it is reduced to a precise and clearly identified problem. Notice all the things you don’t know about the vague generality, allow yourself to be curious and ask questions to recover the missing information.
39 40 telephone tactics 11. Summarising and checking Summarising key points and checking for satisfaction. 12. Thanking Expressing appreciation to external and internal customers; making customers feel important. 13. Following up Ensuring that what was promised to my customer is what they received; if passing my customer to another person in the organisation, making sure the transition is handled smoothly. 14. Handling objections Responding to objections stated by my customers; changing an objection into an opportunity.
Avoid delay and frustration! ’, ‘travelling’, or try this phrase. ’ This will minimise and reduce the chance of you actually missing them again. This approach may take a little discipline, but it works extremely well for both internal and external customers. External customers do not seem to understand why they should call you back, so they actually prefer you to call them back. It also manages their expectation. 26 telephone tactics Never, never go on hold for more than 30 seconds. It only encourages companies to do it more.
Structured programming using PL/1 and SP/k by J.N.P. Hume, R.C. Holt