Call response Steps

NATO ALPHABET

Letters (NATO Spelling Alphabet)
A	Alfa
B	Bravo
C	Charlie
D	Delta
E	Echo
F	Foxtrot
G	Golf
H	Hotel
I	India
J	Juliett
K	Kilo
L	Lima
M	Mike
N	November
O	Oscar
P	Papa
Q	Quebec
R	Romeo
S	Sierra
T	Tango
U	Uniform
V	Victor
W	Whiskey
X	X-ray
Y	Yankee
Z	Zulu

Punctuation Marks, Signs and Special Characters
	Space
.	Dot / Period / Full Stop
,	Comma
;	Semicolon
:	Colon
?	Question Mark
!	Exclamation Mark
@	At Sign
&	Ampersand
"	Double Quotation Mark
'	Apostrophe / Single Quotation Mark / Prime
-	Dash / Minus Sign
/	Forward Slash
\	Backslash
(	Left Round Bracket / Parenthesis
)	Right Round Bracket / Parenthesis
[	Left Square Bracket
]	Right Square Bracket
{	Left Curly Bracket
}	Right Curly Bracket
<	Left Angle Bracket / Less-Than Sign
>	Right Angle Bracket / Greater-Than Sign
|	Vertical Bar / Pipe
°	Degree Symbol
*	Asterisk / Star
+	Plus Sign
=	Equal Sign
#	Number Sign / Pound Sign / Hash
§	Section Sign
$	Dollar Sign
€	Euro Sign
~	Tilde
_	Underscore
%	Percent Sign
^	Caret

PPP on Costumer Service

You will find the PPP in the following link: http://es.slideshare.net/cindyrodriguezsoto/whats-customer-service

Customer Service Tools and Techniques

1

Acknowledging Without Encouraging 20

Active Listening 20

Admitting Mistakes 21

Allowing Venting 21

Apologize 22

2

Appropriate Nonverbals 22

Appropriate Smiles 22

Assurances of Effort 23

Assurances of Results 24

Audience Removal 24

3

Broken Record 24

Closing Interactions Positively 25

Common Courtesy 25

Disengaging 27

Distraction 28

4

Empathy Statements 28

Explain Reasoning or Actions 29

Face-Saving Out 30

Finding Agreement Points 31

Finishing Off/Following Up 31

5

Managing Height Differentials/Nonverbals 32

Managing Interpersonal Distance 32

Offering Choices/Empowering 34

Probing Questions 36

Questioning Instead of Stating 39

6

Referral to Supervisor 39

Referral to Third Party 40

Setting Limits 41

Some People Think That (Neutral Mode) 4

Suggest an Alternative to Waiting 44

7 

Summarize the Conversation 44

Thank-Yous 46

Use Customer's Name 46

Verbal Softeners 47

Voice Tone—Emphatic 48