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  1. 1. Welcome
  2. 2. Voice Quality <ul><li>Tone </li></ul><ul><li>Pitch </li></ul><ul><li>Volume </li></ul><ul><li>Speed </li></ul>
  3. 3. Tone conveys your emotions <ul><li>Interested </li></ul><ul><li>Bored </li></ul><ul><li>Concerned </li></ul><ul><li>Tired </li></ul><ul><li>Enthusiastic </li></ul><ul><li>Competent </li></ul><ul><li>Polite </li></ul>
  4. 4. Pitch <ul><li>Keep it moderate or low </li></ul><ul><li>Commands confidence, respect and knowledge of the subject </li></ul><ul><li>High pitch may irritate the customer </li></ul>
  5. 5. Volume <ul><li>Not too loud (the volume may shadow the message) </li></ul><ul><li>Not too low (the listener may have to strain to hear every word) </li></ul><ul><li>Must be audible </li></ul>
  6. 6. Speed (Rate of Speech) <ul><li>Must be comprehensible </li></ul><ul><li>Not too fast </li></ul><ul><li>Not too slow </li></ul>
  7. 7. Protocols <ul><li>Mute </li></ul><ul><li>If the wait is less than or equal to 5 seconds </li></ul><ul><li>Hold </li></ul><ul><li>Must have a valid reason and if the wait is more than 30 seconds </li></ul>
  8. 8. Three types of communicators <ul><li>Passive </li></ul><ul><li>Aggressive </li></ul><ul><li>Assertive </li></ul>
  9. 9. Passive <ul><li>Submissive to customer’s demands </li></ul><ul><li>Unable to get their point across </li></ul><ul><li>Get easily influenced </li></ul><ul><li>End with a lose-win situation </li></ul>
  10. 10. Aggressive <ul><li>Generates friction with the customer </li></ul><ul><li>Gets defensive and argues with customer </li></ul><ul><li>The message to be conveyed is lost </li></ul><ul><li>Usually has an arrogant tone </li></ul><ul><li>End with a lose-lose situation </li></ul>
  11. 11. Assertive <ul><li>Able to balance the interest of customer and company </li></ul><ul><li>More focused on what they say </li></ul><ul><li>Respect difference of opinion </li></ul><ul><li>Try to arrive at a solution through mutual acceptance </li></ul><ul><li>End with a win-win situation </li></ul>
  12. 12. Questions <ul><li>Put you in control </li></ul><ul><li>Demand answers </li></ul><ul><li>Provide information </li></ul><ul><li>Helps to find out how people think </li></ul>
  13. 13. Types of Questions <ul><li>Open-Ended Questions </li></ul><ul><li>Closed-ended Questions </li></ul>
  14. 14. Open-Ended Questions <ul><li>Get the customer to talk beyond a “Yes” or a “No” </li></ul><ul><li>Remember the 5 Wives and a Husband </li></ul><ul><li>What, Why, When, Who, Where </li></ul><ul><li>How </li></ul>
  15. 15. Open-Ended Questions <ul><li>Examples: </li></ul><ul><li>1. How are things going? </li></ul><ul><li>2. What seems to be the problem? </li></ul><ul><li>3. How do you think you will solve the </li></ul><ul><li>problem? </li></ul><ul><li>Are the door openers for other people to express. </li></ul>
  16. 16. Closed-Ended Questions <ul><li>Expects a single word answer or short answer from customer. </li></ul><ul><li>Makes the customer speak to the point. </li></ul><ul><li>Example: </li></ul><ul><li>1. May I know your name please? </li></ul><ul><li>2. May I have the model number please? </li></ul>
  17. 17. Paraphrasing <ul><li>Our interpretation of what the customer says. </li></ul><ul><li>Tells the customer if we have understood his situation or not. </li></ul><ul><li>Prevents any misunderstanding from happening. </li></ul><ul><li>Customers appreciate it. </li></ul>
  18. 18. Paraphrasing <ul><li>Example: </li></ul><ul><li>Let me see if I understand you correctly. You did not receive your statement. Therefore you could not pay. And this month due to a financial crunch, you will be in a position to pay only Rs. 500. Shall I document the same? </li></ul>
  19. 19. Effective Word Usage <ul><li>Use simple, positive, effective words and statements. </li></ul><ul><li>Avoid casual and slang language. </li></ul><ul><li>Give only relevant information </li></ul><ul><li>Use short sentences. </li></ul>
  20. 20. Receiving a telephone call <ul><li>Introduce yourself and your company </li></ul><ul><li>Identify the caller </li></ul><ul><li>Understand the caller’s request </li></ul><ul><li>Paraphrase </li></ul><ul><li>Agree on the action taken </li></ul><ul><li>Ask for any further assistance </li></ul><ul><li>Thank the customer </li></ul><ul><li>Perform the agreed action </li></ul>
  21. 21. Taking action <ul><li>Identify what has to be done and its implications regarding time, information etc. </li></ul><ul><li>Provide the caller with the required information </li></ul><ul><li>Confirm time and date of action agreed upon </li></ul><ul><li>Meet the deadline or else call back </li></ul>
  22. 22. Making a telephone call <ul><li>Preparation </li></ul><ul><li>Points to focus on during the call </li></ul><ul><li>Identify yourself and your organization </li></ul><ul><li>Verify the authorized person </li></ul><ul><li>State the purpose of the call </li></ul><ul><li>Wait for customer’s response </li></ul><ul><li>If required, acknowledge the customer’s situation with empathy </li></ul>
  23. 23. Making a telephone call <ul><li>Let the customer know that you care </li></ul><ul><li>If required, establish your problem solving credibility </li></ul><ul><li>Be concise, but pleasant too. </li></ul><ul><li>Maintain your smile, it transfers on the call </li></ul><ul><li>Summarize and re-confirm what has been agreed upon </li></ul><ul><li>Thank the customer </li></ul><ul><li>Let the customer hang up first </li></ul>
  24. 24. Guidelines Substitute the following words With 1. Ya/Yeah Yes 2. Yes (to acknowledge) that's Right/ Right 3. No I am sorry, but…. 4. No issues/problem Certainly 5. Can I May I 6. What Would/ May 7. Hello? Excuse me
  25. 25. Thank You