Page 554 - aREA ix eXHIBITS

RANGE OF VARIABLES

VARIABLE RANGE
1. Client/customer’s May include the following:
needs
1.1 Handling customers’ personal needs
1.2 Handling customers’ practical needs

2. Products and services Includes the following but not limited to:

2.1. Technical support
2.2. Sales support

3. Interactive 3.1 Gathering information in a courteous, professional
Communication manner
3.2 Active listening
3.3 Probing skills
3.3.1 paraphrasing
3.3.2 summarizing
3.3.3 clarifying
3.4 Ensuring consistent quality service for all types of
customers
3.5 Avoid certain sensitive topics

4. Key principles and 4.1. Retention Steps
steps to retention 4.1.1 Acknowledge the person
4.1.2 Clarify the situation
4.1.3 Meet or exceed the need
4.1.4 Confirm customer’s satisfaction
4.2 Key Principles
4.2.1 Maintain or enhance self-esteem
4.2.2 Listen and respond with empathy
4.2.3 Involve the customer

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TRAINING REGULATIONS – BROADBAND INSTALLATION (FIXED WIRELESS SYSTEM) NC II Page 30