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Telephonis Skill

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Telephonis Skill

  1. 1. Why customer service matters? • Commercial survival in this competitive market • Job security in ever threatening environment • Good self image in this professional era
  2. 2. An importance of telephonic etiquette The telephone is part of customer service. It is the avenue through which many of our customers get their first impressions of our business. Telephone etiquette is so critical because satisfying customers over the phone is often more challenging than serving face to face. Let’s have a quick tips on “How to deal with client on phone?”
  3. 3. Opening of the call: • Pick up the call in not more than two rings • Greet the clients first • Self Introduction • Offer assistance • Listen carefully • Remember caller’s name and use it during conversation “Good Morning, This is Surya on the line from Compaqt Solution, How may I assist you today?”
  4. 4. Putting customer on hold: • Seek Permission • Give Reason • Get the customer’s response • Revert In time • Thank & Conclude “Mr. Joshi, may I put you on hold as I need to check the status with our service division?” “Thank you for staying on line, I would require few more minutes to get you the information. So, would you prefer to stay on hold or a callback from our side?” “Thank you for staying on line, I appreciate your patience”
  5. 5. Transferring the call: • Seek Permission • Give Reason • Give the details of the customer to whom line is being transferred • Inform the customer about the person to whom line is being transferred ““May I put on hold while I transfer your call to our manager?” “I’m transferring your call to our HOD, Mr. Shabber” “Shabber, I have Mr. Vyas on line who has following complaint”
  6. 6. Call Closure: • Summarize • Information to be given • Further assistance • Closing Script “Summary…… Is there anything else I can help you with? This was Surya on the line and thank you for calling! Have a pleasant day.”
  7. 7. Factor effects on tele-communication: WORDS 18% tone of voice words used TONE 82%
  8. 8. Magic of Tone: • Expresses positive feeling or emotion. Read the following sentence with different emotions (e.g. Happy, Sad, Angry, Bored, In a Hurry & Interested) I have just lost my job. Today is our monthly event. In Raghukul dying they have again problem in VAT report. Is there anything else I can help you ?
  9. 9. The effectiveness of Variation: • Emphasizing words to enhance message. • Lets Practice!!!!! Read the following sentence with emphasizing the bold word: I want you to attend this call by today itself I want you to attend this call by today itself I want you to attend this call by today itself I want you to attend this call by today itself
  10. 10. Try to focus on your Vocal qualities: • Volume • Peach • Clarity Try to speak the following sentence with different vocal qualities: Today where you were whole the day? Today I went to attend the call. Have you solved the client’s complaint?
  11. 11. Dealing with complaints (Do): • Take a deep breath • Keep your voice enthusiastic and friendly • Listen to what is being said, take notes • Restate the problem as you heard it • Get the speaker’s name and telephone number • Sympathise without being disloyal • If the organisation is at fault, apologise • Never give excuses • Send the customer away with something • If you promise something (e.g. to call back) - do it
  12. 12. Dealing with complaints (Don’t): • You are through to the wrong department • It's not my fault • I didn't deal with this • Will you write in (a solution is needed now) • We are having lots of problems you're actually the sixth one today • Interrupt - they will start all over again • Automatically accept liability • Jump to conclusions • Talk down to the caller • Lose your temper • Appeal for sympathy
  13. 13. 5 Steps to listen effectively: When we listen we… Receive Interpret Evaluate commit to memory Respond
  14. 14. Barriers to Active Listening: Boredom Urge to speak Pre-conceived Environment notions Its my job to talk Lack of time Impatience not listen
  15. 15. Establish Good Rapport: Don’t Do Use the customer’s Take it personally name Be confrontational Be polite Be sarcastic Be honest Use negative words Give your full Tighten your face attention Make excuses Smile Lie Enjoy what you do Pass the buck Take ownership Follow up
  16. 16. Last but not least: “Remember your Last call should be always like your first call”
  17. 17. Thanks for attending the session. Happy Calling time.! Prepared & Presented by: Irfan Shersia