Talking with a customer on the phone can often be a difficult task. Without seeing an individual’s face, messages can become muddled and meanings misinterpreted.
Yesterday i was training the call center staff regarding how to deal with customers on telephone calls. i wish to share with you my PowerPoint presentation. i hope it will help you in some way.
We make our first impression with our three V’s: Visual (how we look), Vocal (how we sound), and Verbal (what we say). However, when using the telephone, although we lose the visual element, we shouldn’t completely rule it out. Smiling and using appropriate posture will help your voice and tone sound its best. Your voice takes on added importance when the listener cannot see you. The listener is forming impressions by how you sound and what you say. Make sure your voice matches the professional image you want to project.
- Develop a professional greeting – When you call someone, the first thing you should do is identify yourself. Soon thereafter, let the person know why you are calling. Don’t just say hello and jump into your telephone presentation without taking a breath or allowing the other party to participate. Begin with Mr., Mrs. or Ms, as in “Good morning, Mr. Smith.” Or “Good evening, Mrs. Jones.” Everyone else says, “Hello.” Be different. Be professional.
- Smile on face.
- Stop what you are doing before you pick up the receiver (talking to colleague, laughing).
- Identify yourself & your organization. Don’t assume they know who you are, even if they have Caller ID.
- Ask if it is a convenient time.
- Monitor your tone of voice and rate of speech.
- Eliminate distractions (eating, drinking, email, computer use, texting).
- Ready to talk with active Tone of Voice.
Understand caller Need/Question (Listening skills)
Do we really LISTEN? Most of us ‘hear,’ but do we really listen to what people are saying? Hearing is physical. Listening is mental.
- Paraphrase and summarize to ensure understanding
- Listen/Focus to customer and ask the right question
- Do not talk over customer (Do not interrupt the customer while talking)
- Focus with the customer during the call (avoid doing any other pending tasks)
- Ask for the caller’s Contact number if required.
- Be Patience.
How to deal with Angry Patient
- Remaining Calm
- Do not react.
- Allow venting.
- It’s not personal.
- Offering Solutions:
- Summarize the situation in your own words.
- Be sympathetic
- Apologize when it’s appropriate.
- Offer to try to fix the problem (if possible).
- Use positive statements whenever possible.
- Dealing with Escalating Anger
- Ask questions to calm the customer down.
- Stop the customer if they become directly abusive toward you.
- Respect the customer’s wishes to speak with a supervisor.
- Thank them for bringing the issue to your attention.
- Take time to unwind after the call.
Answer / Fix Problem
- Give the correct and full information’s regarding customer inquiry and solve the problem.
- Use the necessary system
- Follow and apply the correct procedures & rules
- Clear communication.
- Knowledge about products and services.
- Avoiding Excuses
- Controlling the Conversation
- use of standard Phonetic Alphabet
|C-||Charlie||M-||Mike||W-||Water / Waiter|
|F-||Food / Fish||P-||Papa / Pepsi||Z-||Zulu|
|I-||India||S-||Sierra / Sugar|
12. Killer words of Customer Service.
- Calm Down
- Can I Be Honest With You?
- No Problem!!
- Our Computers Are Slow
- What’s Your Name Again?
- Yes, But …
- Sorry, That’s Our Policy
- You Don’t Understand
Soft skills (Behavior, attitude & tone of voice)
- Use name of customer during the call (if needed) with friendly and with appropriate (Mr. Mrs. Etc.) way.
- Should be Energetic tone of voice (Show a positive attitude towards the customer and willingness to help) Apology if needed
- Positive attitude.
- Willingness to go the extra mile.
- Avoiding Mouth Noises
- Monogramming the Call
- Maintain the hold protocols
- Valid reason
- Customer’s permission to place him on hold
- Thanks or apologize customer for keeping him/her on hold (Hold button use up to two minutes max)
- No time wastage
- Transfer the call to correct section for the valid reason.
- Maintain the transfer protocols
- Ask the customer’s permission and clarify the reason of transfer – make sure customer is ready to follow the steps.
- Offer further assistance
- No hurry to transfer.
- Offer further assistance.
- Thanking the patient for attending the call
- No hurry to close.
- Leave a Positive Last Impression