Telephone Etiquette PDF

TELEPHONE ETIQUETTE SERVICE QUALITY ASSURANCE  OBJECTIVE To empower CCOs with the essential skills and knowledge to engage in professional, courteous, and effective telephone communication By the end of the training, CCOs should demonstrate improved telephone etiquette, including c...

TELEPHONE ETIQUETTE SERVICE QUALITY ASSURANCE  OBJECTIVE To empower CCOs with the essential skills and knowledge to engage in professional, courteous, and effective telephone communication By the end of the training, CCOs should demonstrate improved telephone etiquette, including clear and confident communication, active listening, and the ability to handle diverse situations, contributing to enhanced customer satisfaction and positive organizational image CONTENT ▪ Introduction ▪ Understanding the impact of a voice tone ▪ Effective techniques for greeting callers ▪ Properly placing callers on hold ▪ Active Listening ▪ Strategies for active listening on the phone ▪ Using appropriate language and tone ▪ Taking accurate messages and relaying information ▪ Multi-Tasking ▪ Closing the call professionally Introduction In the realm of customer service, every phone call is an opportunity to create a positive and lasting impression. As the frontline ambassadors of our CBG, you play a crucial role in shaping the customer experience. Telephone Head Phone  Headset Positioning Earcup Placement Cable Management Adjust the headset so that it sits Keep headset cables organized to comfortably on the head without prevent tangling and to avoid applying excessive pressure on the ears accidentally pulling on the cables during movement Microphone Placement Volume Control Check that the microphone is not too Adjust the volume of the headset to a close, causing distortion, or too far, comfortable level. It should be loud resulting in a weak or unclear voice enough to hear clearly but not so loud that it causes discomfort or potential hearing damage Headband Adjustment Testing Ensure the headband is level, avoiding any tilting that may cause discomfort Regularly test the headset to ensure during prolonged use both the microphone and speakers are functioning correctly. Understanding the impact of a voice tone ▪ The way you speak on the phone can greatly affect the impression you make. ▪ Your voice tone is a powerful tool in communication, conveying emotions and attitudes. ▪ By understanding the impact of your voice tone, you can ensure that your message is conveyed effectively and build positive relationships with customers. Effective techniques for greeting callers ▪ The way you greet callers sets the tone for the entire conversation. ▪ Use a warm and friendly tone ▪ State your name and the company you represent ▪ Ask how you can assist the customer. ▪ Avoid distractions and be fully present. ▪ This will create a positive impression and build rapport with the caller. ▪ “Good Morning, my name is Enoch, How may I assist you?” Offer Assistance ▪ How may I assist you ? ▪ Did the Contact Center Officer offer assistance ?Eg: “Good Morning, my name is Enoch, How may I assist you?” Enthusiasm CCO must “sound” ▪ Helpful ▪ Upbeat ▪ Friendly ▪ Patient. ▪ Interested on the call and willing to assist customer Security Check ▪ CCO must observe the CBG policies and procedure ▪ Confirm security details before providing information on customer's account ▪ Do not divulge sensitive information that may cause customers to question the integrity of CBG ▪ Name of Customer ▪ Account Number ▪ Contact Number ▪ Date of Birth ▪ Domicile Branch ▪ Last Transaction on the Account Use of Customer’s Name ▪ Use Appropriate Title and Name for customers ▪ Unless otherwise stated in your data or requested by customer, address Customers using the Title Sir/Madam ▪ For Outbound Calls, address Customer with name on the data provided. ▪ For Inbound, address customer by his/her mentioned name Failed KYC ▪ Sorry I’m unable to assist you…Kindly visit the nearest CBG branch for further assistance Call Content ▪ Answer and clarify the customer's enquiry correctly ▪ CCO’s ability to gather customer's issue/enquiry before going ahead to provide assistance Did the Contact Center Officer communicate in an audible, clear and concise manner using the appropriate tone and speed. Use appropriate tone and speed ▪ Contact Center Officer’s ability to communicate in an audible, clear and concise manner using the appropriate tone and speed Did the Contact Center Officer communicate in an audible, clear and concise manner using the appropriate tone and speed. First Call Resolution ▪ Contact Center Officers are expected to assist the customer with information/resolution without transferring or calling back the customer, where applicable Did the Contact Center Officer communicate in an audible, clear and concise manner using the appropriate tone and speed. Politeness and Courteousness ▪ Contact Center Officer must use appropriate courtesy. i.e. ▪ Please and thank you ▪ Using of "may" instead of "can" ? ▪ Be Polite and courteous to customers What is Active Listening? ▪ Active listening in the contact center is a crucial skill that involves fully focusing, understanding, and responding to a customer during a conversation. ▪ It goes beyond simply hearing the words spoken and encompasses a deeper level of engagement to comprehend the customer's needs, concerns, and emotions. Strategies for active listening on the phone ▪ Show genuine interest in their concerns ▪ Ask open-ended questions to gather more information ▪ Provide verbal and non-verbal cues to demonstrate attentiveness. ▪ Repeat or summarize their main points to ensure understanding ▪ Avoid interrupting or jumping to conclusions. ▪ By mastering active listening skills, you can enhance communication and build positive relationships with callers. Properly placing callers on hold ▪ Placing callers on hold should be handled with care to ensure excellent customer service. ▪ Seek customers permission before placing them on hold ▪ Officer must give reason(s) for putting customer on hold ▪ Limit hold time as much as possible (60 secs) ▪ Officer must refresh the call after 60 seconds of holding period ▪ Periodically check back in with the caller to update them ▪ Thank Customer for his/her patience. ▪ “May I kindly put you on hold, while I check your account balance?” ▪ “Thank you for holding” Transfer Of Calls ▪ Explain why the call needed to be transferred. ▪ Introduce caller to the person/department which the call is being transferred ▪ “May I kindly put you on hold, while I transfer your call to Rosemond for assistance ?” Product Knowledge ▪ Tagging Accuracy ▪ CCO must tag complaint/ request/ enquiry on C- view/Microsoft enquiry forms to the appropriate person/department to handle the issue ▪ Product Proficiency ▪ CCO must show knowledge of products & services and provide accurate explanation/understanding confidently Selling Skills ▪ Look out for opportunities to up-sell or cross-sell ▪ Contact Center Officer must sell appropriately Customer Management ▪ Contact Center Officer must use system/ tools/interfaces correctly to assist customer’s issue. ▪ Show empathy towards Customer ▪ Contact Center Officer must sound sincere about helping the customer, and apologize for the customer’s experience and inconvenience. Using appropriate language and tone ▪ Using appropriate language and tone is essential when engaging with callers on the phone. ▪ Use clear and concise language ▪ Avoiding jargon or technical terms that may confuse the caller. ▪ Maintain a professional and friendly tone, speaking at an appropriate volume and pace. ▪ Be mindful of your tone to ensure a positive and respectful interaction with the caller. Taking accurate messages and relaying information ▪ When taking messages, ▪ Be sure to gather all necessary information accurately including, ▪ The caller's name, ▪ Contact details, ▪ The purpose of the call. ▪ Relay messages promptly and accurately to the appropriate person or department. ▪ Remember to use clear and concise language, maintaining a professional and friendly tone throughout the interaction. Multi-Tasking Multi-tasking in the contact center refers to the ability of CCO to manage and handle multiple tasks or interactions simultaneously. In the dynamic and fast-paced environment of a contact center, agents often need to juggle various responsibilities to ensure efficient and effective customer service  Some Examples of Multi-tasking Simultaneous Use of Following Call Scripts and Systems Protocols Managing Emails and Chats Collaboration with Team Members Active Listening and Managing Emails and Calls Problem Solving  Multi-Tasking Techniques Stay Flexible Prioritize Tasks Take Mindful Breaks Practice Active Listening Use Technology Wisely  MANNERISM mannerism refers to distinctive and often exaggerated behaviors, speech patterns, or gestures that an individual may adopt Distinctive Speech Patterns 1 Mannerisms in speech can include unique phrases, intonations, or vocal quirks that are characteristic of an individual Writing Style In written communication, individuals may 2 develop mannerisms in their writing style. This could include the use of particular phrases, sentence structures, or even a preference for certain punctuation marks  Positive sitting Posture Chair Body Monitor and Desk Adjustment Alignment Placement Arm and Organize Your Foot Position Wrist Position Workstation (Follow the 20-20-20 rule: every 20 minutes, look at something 20 Eye Care feet away for at least 20 seconds to reduce eye strain)  PUBLIC Positive Sitting Posture ▪ “Dead Air" in the Contact Centre refers to periods of silence during a customer service interaction over the phone. This silence can occur for various reasons and is generally considered undesirable in customer service communication.my Dead air can lead to; ▪ Customer frustration ▪ Confusion ▪ Less positive overall customer experience.name is Enoch, How may I assist you?”  Causes of Dead Air 2 4 1 Officer’s Unpreparedness 3 Customer Uncertainty or 5 If officers are not Hesitation adequately prepared for Customers may also customer queries, they contribute to dead air if might struggle to find the they are uncertain about necessary information, what to say System Latency leading to awkward latency or delays in Technical Issues silences system response Problems with the phone system, Adherence to script (Cview,T24.EPS) can result in silent periods. headsets, or other technical equipment When Officer does not can lead to sudden periods of silence. familiarize him/herself with Call Script Closing the call professionally ▪ Summarize the call ▪ CCO must use appropriate closing remarks by asking the customer if there is anything else to assist with. ▪ Recapped and provided approved TAT for customer's issue ▪ Communication/verification of ticket number. ▪ Contact Center Officer must give/verify customer’s Complaint ID before the call ended ▪ Thank customer for calling ▪ End the call with a polite and friendly farewell, ensuring a positive impression and leaving the caller satisfied with their experience. ▪ “Thank you for Choosing/Calling CBG. Do enjoy the rest of the day” CONCLUSION In the world of business, where every interaction matters, our collective efforts to uphold the highest standards of telephone etiquette contribute not only to the success of our organization but also to the satisfaction and loyalty of those we serve. Thank you for your commitment to excellence in telephone etiquette.  Thanks Do you have any questions? CREDITS: This presentation template was created by Slidesgo Flaticon Slidesgo, including icons by Flaticon, infographics & Freepik images by Freepik