Its not just what you say…
but how you say it!
Face to Face
Body Language
55%
Words7%
Tone of Voice38%
Voice Conversation
Tone of Voice86%
Words14%
GREETING “ Good Morning”
DEPARTMENT/SECTION “ Housekeeping”
OUR NAME (first name) “ Andri Speaking”
OFFERING HELP “ How may I help you ?”
CALL STRUCTURE
GREET THE CALLER
A greeting should always be the entry point of phone conversation.
It indicates
your friendliness, openness and your
wil l ingness to provide quality service
GIVE YOUR NAME
This basic act of courtesy, lets the caller know thathe or she has reached the correct person, department or company.
ASK THE CUSTOMER IF YOU CAN HELP
Saying “how may I help you?” completes the telephone answering etiquette by demonstrating that you and your company are ready and are available to assist the customer with his or her needs.
It pays to write down the customer’s name anduse it regularly in your conversation.
* Answer the call within Three Rings
* Greet the caller
* Give your name
* Ask the customer if you can help
Remember…
* Mention your Department Or Section / Company
ACTIVE LISTENING
Give the caller your undivided attention
Actively Listen to the caller for both the content as well as the intent.
Avoid distractions
Verbal feedback is a variety of short responses that lets the caller know that you’re listening and paying attention
Verbal feedback responses include expressions like, “All Right”, “ I
Understand”, “ Of course”, “ Certainly” etc.
VERBAL FEEDBACK
How can we improve our listening & facilitation skills?
PARAPHRASINGPARAPHRASING
Restating what another has said
in your own words
SUMMARIZINGSUMMARIZING
Pulling together the main points
of a speaker
QUESTIONINGQUESTIONING
Asking relevant questions to help in
better way and reduce errors
PRACTICE TO AVOID
Avoid interrupting the customer. When you interrupt, i t shows you do
not care.
Avoid speaking too fast, too slow and
Avoid mumbling.
MESSAGES IN COMMUNICATION
What You Want To Say
What You Really Say
What The Other Person Hears
What The Other Person Thinks Is Heard
What The Other Person Says About What You Said
What You Think The Other Person Said About What You Said
Barriers To Communication
Inattention
Excessive Information
Language
Perception
Poor Listening Skill
Making notes is recommended. The human memory is not perfect
Written notes give you a record of the customer’s name and messageincluding correct spellingsand accurate contact information
NOTES
PHRASEOLOGY
SOME PROFESSIONAL WORDS
Yes Sir, that’s right Sir Very well Sir, Certainly Sir Very well Sir, Certainly Sir Kindly hold on Sir, Let me check it for you
Sir. If the call is for you, Who am I speaking to
please OR Who’s call ing please? If the call is for another person, Who shall
I say is calling? OR Who shall I say called? Let me check and find out.
SOME CASUAL WORDS
Ya OK Sure One Sec Just a minute Who’s
speaking???
I’ve no idea!
HOLD AND MUTE PROCEDURE
WHY IS THIS IMPORTANT ?
If incorrectly used, it could lead to being rude, unprofessional and also affect the quality of the call.
HOLD - Caller is aware of being on hold & will hear music
MUTE - Caller will not hear anything, line will go blank & he/she may not be aware of being on hold
HOLD AND MUTE PROCEDURES
MUTE PROCEDURES
Should only be used if the hold t ime is less or equal to 30 sec.
For a short query when resource is close at hand.
Clearing your throat, coughing or sneezing.
Ask the customers if you may put them on hold
Because it is an inconvenience to your customers to be put on hold, you should always ask permission before putting them on hold.
Does anybody know I’m here
Have I been forgottenWhy is this taking so
longShould I hang up
#*%*#
* Remember you don’t
l ike to wait either.
PERMISSION TO PUT ON HOLD
WAIT FOR A RESPONSE
“Can you hold---”click is a situation so common thatcustomers might be surprised to see you waiting for aresponse.
The second part of putting someone on hold is to wait for a positive response from the customer’s side.
As soon as the customer agrees to hold, say “Thank You”before clicking the hold button.
TELL THE CUSTOMERS - ‘WHY’’
Most customers are very patient if they are politely informed as to why they must hold. They find it easier and comfortable to wait on hold if they have a mental picture of what’s the service associate doing while away from the phone. Be sure the information is pertinent.
GIVE A TIME FRAME
Short (up to 60 seconds) - This will take a few moments
Long (1-3 minutes) - This could take me 2 or 3 minutes to sort out. Would you like to hold or do you want me to call you back?
Eternity (over 3 minutes) - Ask for a number to call him/ her back.
THANK THE CUSTOMER FOR HOLDING
Saying “ Thank You for your patience ” is very basic,good and common courtesy.
This action nicely rounds off the on-hold sequence and acknowledges the caller’s understanding and patience.
TO SUMMARIZE…
Ask the customers if you may put them on hold
Wait for a response
Tell the customers ‘Why’’
Give a t ime frame
Thank the customer for holding
TRANSFERRING A CALL
Sometimes you will not be able to solve the problem on the spot. Often you will need more information, or the call may have to be handled by another person.
Explain why the call is being transferred
Ask if the customer mindsbeing transferred
Ensure someone is thereto pick up the call before hanging up
Tell the person to whom the call is getting transferred, the customer’sname and purpose of call
EXPLAIN CO-WORKER’S ABSENCE POSITIVELY
Customers rarely want to hear gruesome details as to why the person they’re trying to reach is unavailable.
Likewise your co-workers will not like their private lives discussed with customers.
Use..Mr. Yusuf isn’t available at the moment /Mr. Wandi just stepped out /Ms. Nikita is in a meeting,May I help you?
TELEPHONE COURTESY
Never be rude to a caller, no matter how nasty they are. Always remember to handle yourself in a professional manner.
Use the ASAP technique:
A:-Apologize and Acknowledge the callers feelings
S: Don't Sympathize with the caller.Empathize
A: Accept responsibility
P: Prepare to Help.
HANDLING SWEARERS
Making the caller aware of what he is saying wil l halt the swearing.
For example “Sir, I can handle your problem, but I am
not able to handle the swearing. I request that you stop.”
KEY ACTIONS FOR ENDING THE CALL
Ask the caller if you can do anything else for him/her.
Thank the customer for calling and appreciate his effort and time.
Let the caller hang up first.
Write down any relevant information as soon as you get off the phone.
CLOSING THE CALL...Effective phrases for closing
You are welcome Sir/MadamWe appreciate your callingThank You for calling Please call againHave a nice day.
Acknowledge the details with thanks… and a
Top Related