Teller Skills Customer Service Fundamentals
Teller Skills Customer Service Fundamentals
Teller Skills Customer Service Fundamentals
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Difficult Situations<br />
Verisure, Inc<br />
• Stay Calm – Adding emotions to the situation will<br />
only escalate tempers. Talk in a low and soft voice<br />
• Show Understanding – Listen and empathize<br />
(Use the feel, felt and found technique)<br />
• Apologize for the problem – Regardless of the<br />
fault, show regret that it caused a problem for the<br />
customer<br />
• Determine and define the problem – Listen to<br />
make sure you understand the problem, then restate<br />
the problem to the customer to confirm you got it<br />
• Solve the problem – If possible, fix it. If not,<br />
explain the steps you will need to take and any other<br />
time or efforts required. Get help if necessary<br />
© Copyright 2006 by Pivotal Financial Resources<br />
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