Module 2 Telephone Etiquette PDF

Module 2 Telephone Etiquette  Module 2 Agenda Important components of Telephone Etiquette Types of calls vs. Call flow Steps of starting a call Hold Technique Controlling the conversation Ending the call Giving your tone a personality Module 2 Objectives By the end o...

Module 2 Telephone Etiquette  Module 2 Agenda Important components of Telephone Etiquette Types of calls vs. Call flow Steps of starting a call Hold Technique Controlling the conversation Ending the call Giving your tone a personality Module 2 Objectives By the end of this module you will be able to: Build instant rapport with callers Create great first impressions Differentiate between inbound and outbound call flows Use the hold efficiently Keep conversation on track End the call with positive last impression Give your tone a personality  What’s Etiquette? Etiquette is defined as the rules that govern social behaviour. In the case of customer service, etiquette refers to the rules that guide the interaction between a business and its customers. Not knowing these basic guidelines, especially when your customers do, gets customer service off to a bad start. The important components of telephone etiquette are: Preparing to start a call How to start a call Placing the customer on hold (if needed) Ending the call  Preparing to start a call Clear Your Mind  Clear your mind of all but the Task at Hand – Responding to the Caller  There’s nothing worse than trying to carry on a conversation with someone who is reading their emails, looking at documents or distracted with something other than your conversation. Preparing to start a call Be Present with Your Caller  Being present requires FOCUS. Your centre of interest should ONLY be on the caller and their conversation.  So: Put down your reading material Focus your attention on the caller Take the gum out of your mouth No drinking or eating during the conversation  How to start a call? First impressions are very important as they set the tone for the remaining conversation. This stage of a call may be thought of as a verbal handshake. A strong verbal handshake will lead to positive communication. How to start a call? In order to know how to start a call, let’s first know what types of call are there. The Inbound Call Flow Greeting Security Check Identify Concerns Provide Solutions Gain Agreements Extra Mile Closing The Outbound Call Flow Greeting Introduction & Sign Post Educate/infor m and identify concerns Provide Solutions Gain Agreements Extra Mile Closing Role Plays How to start a call? Step 1: One Ring  With the presence of Interactive Voice Response IVR systems, the customers have to wait for at least thirty seconds before they reach the desired extension or person.  This long, a wait causes them to become impatient. The longer the delay the more furious the customer gets.  How to start a call?  Step 2: Smile  "Smile! People can hear if you’re smiling over the phone!" This is absolutely true. When you smile, it gives the customers a feeling that you are enjoying your job and that you are eager to help. How to start a call? Step 3: Salutation and company’s introduction  Good Morning, Thank you for calling X Y Z … Step 4: Introduce yourself  You are speaking to… Step 5: Offer Help  How may I assist you? How to start a call? Step 6: Listening and Acknowledging  Customers are desperate to be listened to. Not being listened to is one of the most common contact centre complaints.  When we acknowledge we are responding to personal information/questions. We are also responding to concerns, criticisms or objections. Placing the customer on hold Step 1: Seek customers’ permission May I place you on hold……………. Step 2: Explain why the hold is necessary While I check on the information………… Step 3: Give a time frame May I place you on hold for one minute while I check the information?  Placing the customer on hold Step 4: Wait for customer’s permission  Being put on hold is not the most pleasant experience; and by seeking their permission, you are giving them an option so the customer feels that he/she has control over the situation. Step 5: Keep checking back often  If it is taking longer than expected, it is a good idea to come back and inform the customer of unexpected delay. Customers will co-operate if kept informed.  Step 6: On returning, thank the customer  Thank you for your patience.  Controlling the Conversation Step 1: Do not invite unnecessary conversation.  The talkative customer may want to engage you in non-business conversation, so don’t initiate it. Step 2: Reply with a very minimal response  Give a very short friendly response and avoid aggressiveness  Step 3: Redirect the conversation to the reason of the call  It could be done either by asking questions for more details or giving feedback on the customer’s inquiry.  Remember Avoid the mouth noises. ex. Eating, chewing gum, …etc. Avoid using the mute button Instead using hold. Dead Air Ask questions or inform the customer with what you do, if you cant manage it; put the customer on hold Ending the call Step 1: Summarize action steps You need to tell the customers what you will do/what you have already done to resolve their concerns. And what they may need to do. Step 2: Indicate how to get future service You can use this step to educate the customer about new services. “Alternately, you can check your details online at our website” Ending the call Step 3: Offer additional help A question will tell the customer that you are willing to serve. “Is there anything else that I may help you with?” Step 4: Highlight something positive about the call It is important that you close the call on a positive note. This leaves a positive last impression in the mind of the customer. “It was wonderful speaking with you” Call Listening How to give your voice a personality?  Five qualities of a good telephone voice › Clarity:  All of us tend to get lazy in our speech. Telephone exaggerates this tendency, so open your mouth and let the sound come out clearly. Volume should not be very loud or low. › Expressiveness:  Vary your tone and rate. Build a verbal picture with your voice.  How to give your voice a personality? Conversational Tone:  You are a real human being speaking with another human being not an answer machine. Even when using a script, work hard to keep your tone and language simple and straightforward. Alertness:  Your voice should be energetic. Sit upright and lean slightly forward. You will feel energetic and it will reflect in your voice.  How to give your voice a personality? Pleasantness: Your voice should be smooth. The pitch should be varied and natural. High pitch sounds sharp and a low pitch sounds monotonous. Remember: One of the best ways to sound pleasant is to smile while speaking.  Activity Ask for volunteers and let them try the following to test the tone of voice: Written Flight Announcement Recorded Football match audio track IVR of the company The project greeting and closing Questions Thank you