ANSWER CALL EFFECTIVELY
& EFFICIENTLYBY :
TEAM LEADER HAIRITEAM LEADER ZAKI
TEAM LEADER RAZZIF
LEARNING OUTCOMES
By the end of this session, you will be able to :
a. Answer call appropriately.b. Solve customer’s problem.c. Do report.
TELEPHONE COURTESYThe moment you answer the call :
You are your company. You are the front line. Your behaviour throughout the call reflect the
company image. You have to use “Sir” , “Thank you” ,
“ Please” during the conversation.
Tips :a. Avoid mumbling. Say Yes instead.b. Listen carefully.c. Resist temptation to interrupt.
STEP FOR ANSWERING CALLSTEP 1: GREETING
Use your first name when answering the phone, along with a standard professional greeting.
In Bahasa : Terima kasih kerana menghubungi TM, (nama anda) bercakap. Boleh saya bantu?
In English : Thank you for calling TM, (your name) speaking. How may I assist you?
Tips:a. Speak politely and clearly.b. Smile while you speak.c. Don’t rush!
STEP FOR ANSWERING CALL
STEP 2: DESIGNATIONGet the customer’s name. Remember the caller’s name and address him / her appropriately.
In Bahasa: Dato’ / Datin/ Encik / Puan / CikIn English: Dato’ /Datin / Mr / Mrs / Ms
Tips:a. Write his / her name immediately.b. Control your voice.
STEP FOR ANSWERING CALL
STEP 3: SOLUTIONProvide solution for customer:
a. Product Knowledgeb. Troubleshootc. General Info
Tips :d. Ensure understand product,
troubleshoot and general info.e. Give information needed.
3A. PRODUCT KNOWLEDGE
3B. TROUBLESHOOT
1. HARDWAREa. Modem Faulty - Look at LED light (colour & blink).b. Splitter
- Check for functionality.c. Telephone & Network Cable
- Check for functionality.
3B. TROUBLESHOOT
2. LINEa. Local Area Network (LAN)
- check at PC or Modem.b. Telephone Line
- check for ring tone.
3C. GENERAL INFO
Billing Technical Move Address Warranty Miscellaneous
Tips:a. Be patient and listen to what the customer
is saying. b. Avoid providing an answer before customer
finished speaking.
STEP FOR ANSWERING CALLSTEP 4: HOLD A CALLAsk permission or inform before putting a caller on hold. Try not to keep a caller on hold for a long time. Maximum 30 seconds.
In Bahasa : Saya akan letakkan Encik / Puan dalam talian menunggu sementara saya mendapatkan maklumat.
In English : I will put your call on hold while I get the information needed.
Tips :a. Avoid using words or acronyms that customer
may not understand.b. Be empathetic and remain calm & professional.
STEP FOR ANSWERING CALLSTEP 5: CLOSE CONVERSATION.
Be helpful. Volunteer help. Don’t wait to be asked. Don’t forget to end call politely.
In Bahasa : Ada apa-apa lagi yang boleh saya bantu? …….. Terima kasih kerana menghubungi TM. Bye
In English : Is there anything else I can assist you? ……… Thank you for calling TM. Have a nice day.
Tips :a. Don’t forget to smile.
WATCH YOUR WORDS!
Bahasa Apa masalah
awak? Tetapi ,… Saya tidak boleh.. Saya tidak tahu..
English What is your
problem ? But , …. I cannot ……. I don’t know
Bahasa Bagaimana saya
boleh bantu? Walau bagaimanapun, Saya berpendapat.. Saya akan dapatkan..
EnglishHow may I assist you? However , …… I am afraid, …. I will get info …
NO YES
REPORT Report must be done per call
basis. Use Notepad with information of :a. Date and time of callb. Detail info of callerc. Point of Conversationd. Suggestion
REPORT1. Open Notepad.2. Press F5 (for automatically insert
date and time).3. Insert Caller Info.4. Insert Conversation.5. Summary.
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