Telephone Etiquette: Improving Call Handling Skills PDF

Telephone Etiquette: Improving Call Handling Skills  Objectives At the end of this training, participants should: 1. Highlight the basic skills required for an interactive and satisfying customer interaction. 2. Apply the appropriate customer care techniques when...

Telephone Etiquette: Improving Call Handling Skills  Objectives At the end of this training, participants should: 1. Highlight the basic skills required for an interactive and satisfying customer interaction. 2. Apply the appropriate customer care techniques when speaking to customers. 3. Deliver a satisfying experience using the mixture of call handling skills techniques in order to exceed the customers’ expectations.  Agenda Start Strong 01 - Overview - Role Play - -Greeting - Tone Maintain Momentum 02 - Active Listening - Empathy -- Paraphrasing - Positive positioning - Roleplay - Roleplay Make it Fluid 0 - Building Rapport - Magical hold procedures 3 - Scenarios - Roleplay Leave your Mark 0 - Ownership & Resolution - The Finish 4 - Roleplay - Putting it all together  Expectations of You Relate yourselves in scenarios Expectati ons set Participate and ask questions are only for your Don’t let your interest go developm down ent Open up with your suggestions Implement this learning @work Start Strong  The Greeting Be Upbeat, Prompt & Welcomi ng Find out Brand the reason for the Perfect (Unicom er & Yourself) call Greeti ng Get the Offer to custome assist rs name  A Greeting that makes a Lasting Impression Thank you for calling/contacting Unicomer Jamaica—>  I am {Name} and I will be your CSR today. How may I be of assistance to you?  My name is {Name}, How may I help you today?  My name is {Name}. Please, tell me how you would like me to help.  You’re speaking to {Name}, and it will be my pleasure to help you today.  You’re speaking to {Name} and to whom do I have the pleasure of assisting today? Tone Let’s Here It Maintain Momentum  Active Listening As an active listener, I shall :  not interrupt/preempt the customer  address the emotions of the customer This involves being able to hear,  not ask the customer to repeat interpret, evaluate & respond. unnecessarily Listen:  empathize with stated and unstated for what is said and isn’t said needs with the intention to address what is heard intently for the details of the query, the customer’s emotion and how they expect you to assist  Paraphrase * I would be happy to provide you with... Paraphrasing helps you as a CSA to: * This is what I thought I heard… Did I show that you were actively listening understand you correctly? restate in your own words what has * I want to make sure that I have the been said right understanding of what you’re confirm your understanding saying. I understand that… build rapport * I can definitely assist you with getting your… trigger the need for clarification * Let me make sure that I understand clearly what happened * It’s lovely to hear that you… I will gather information on your query about... Let’s Practice – Let’s try it! Empathy vs Sympathy  Empathy Let them tell their story Customers need to feel that you are listening and taking their concerns seriously. The best way to do this is to let them talk. Let them give you their perspective. After we greet our customers, we need to let them take center stage and share their reason for calling. How we do it:  Actively Listen  Effective questioning  Sincerity and positive tone  Empathetic and acknowledging responses  Polite and professional  What if it were you? Examples of empathetic statements I appreciate you bringing this to Congratulations, I would be so my attention, I will take care excited. of… I want to thank you for taking Good question, let me find that the time to speak with me out for you right now! today. Oh my, I can only imagine what What can I do to make your you have been through… Let experience with us better? me pull up your account. I can You are totally right. definitely explore available I’m here to make sure you are options for you. satisfied. That does sound frustrating, We are keen to resolve this as let’s see what I can do to help. much as you are… We are keen to resolve this as much as you are…  Use Positive Language Words/Phrases to use more often I can certainly help you Let me find the right person I’ll find a solution right who can help you with… away I definitely will make I’m happy to let you know For your convenience I sure that it gets sorted… that… could I will go ahead and Rest assured, I assure you I will try my best… Excellent; Great; I will be more than happy to I will share your Fantastic; Splendid assist comments with the team The best option would It would be my pleasure to Your package/plan allows be to consult with for… I will research …. You have contacted the I will get you connected right person, to specialist in this area Let me handle that for What I will do for you right I will look into how best I you away is… can assist you Let’s see what we can It is indeed a pleasure That absolutely made my do about this day! The pleasure was/is I would be more than happy Here’s what I’m going to mine to… do for you.  Power Phrases Assure You’re The Best Let’s take a look at this… That’s a good question… Positive Words Make a Process Definitely Sound Easy Absolutely All you need to do is… Certainly An easy way to do that is to… Fantastic Make Them Feel Special Diffuse Anger I would be happy/delighted to clarify… What I can do right away is… I’m happy to let you know… I understand how frustrating that can be—let’s see how we Advise – Don’t can work this out… Patronize I’m going to do everything I I would suggest / I can to get this resolved as recommend… soon as possible. An option to consider is… Make it Fluid  Make It Fluid (Rapport) Rapport: A good understanding of someone and an ability to communicate well with them ~ Cambridge Advanced Learner’s Dictionary Use the Be Connect the customer’s Respectful dots name Understand Maintain Be Emotional Good Body Courteous Drivers Language Probe for Share Their Be Positive additional Priorities details Focus on the Customer Do all it takes to make the member feel they are… #  Hold Procedure Do you really need to hold? Try using hold only when you: Are making a transfer or call out Must leave your station Are working on a process that is going to take a few minutes Ask Set Get Express Inform permiss timefra back gratitud why ion me early e  Let’s Practice Hi my name is Mary Beth, I went to the Oasis Branch to in search of stove, I found a Mastertech that I am particularly interested and would like to know if it is available at the Ochi Rios Branch? (Space Filler) Leave your mark Ownership & Resolution Driven  Take full control of the situation by focusing on the issue  Be proactive in finding the fix and respond with an attitude of urgency  Keep the customer informed of any progress in handling the matter  Treat the issue as it is your own (as much as possible)  Accept responsibility for the member’s satisfaction ‘If the customer is unhappy, I need to make them happy’ It’s my customer, my issue, my resolution A fi mi customer A fi mi  Contact other units to find the help needed  Offer follow-up and be intent to see it through  Avoid unnecessary transfer  Use warm transfer so that the member does not have to repeat their issue  Own The Issue “I realise that this situation is frustrating, I want nothing more that to find a solution that works for you” Focus on what you Express Provide can do for Follow up empathy Assurance the customer  When Perspective Usestaking Phrases like Im sorry I can see, how [INSERT PROBLEM] can be frustrating for you Im sorry I can imagine how difficult it must have been to deal with (INSERT PROBLEM) Expressing Empathy Thanks for alerting us to [INSERT PROBLEM]. I recognize that this can’t have been an easy thing to deal with and I’m so sorry that we have caused you to feel [INSERT EXPRESSED EMOTION] You were absolutely right to bring this to my attention, so I Provide assurance & can immediately [INSERT ACTION] As I investigate, I can see that… a sense of urgency I will try everything I can to get this fixed by the end of the day I will contact you as soon as I have an update I will work to on resolving the problem and I will be in touch Take ownership & shortly make a commitment This situation is difficult, but one solution that we could try is to [INSERT SOLUTION] Let’s Practice  The Finish Be UNFORGETTABLE! Make sure they remember your name. Putting it together - Scenarios