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CUSTOMER SERVICE <ul><li>The ability to supply your customers with their wants and needs. </li></ul><ul><li>Good customer ...
HANDLING UPSET CALLERS <ul><li>Use the ASAP Technique </li></ul><ul><ul><li>Acknowledge </li></ul></ul><ul><ul><li>Sympath...
TELEPHONE MESSAGES <ul><li>What to remember </li></ul><ul><ul><li>Keep paper and pen close </li></ul></ul><ul><ul><li>Writ...
TELEPHONE MESSAGES <ul><li>When talking to a caller </li></ul><ul><ul><li>Talk in a friendly voice </li></ul></ul><ul><ul>...
SCREENING PHONE CALLS  <ul><li>When Screening a Call </li></ul><ul><ul><li>Ask who is calling </li></ul></ul><ul><ul><li>W...
HANDLING INDECISIVE CALLERS <ul><li>Don’t get irritated and remain patient </li></ul><ul><li>Ask questions that can be ans...
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Telephone group project

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My section of our group project

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  • 3 rd . When your customers tell other business good things about your business, you may then get more business. All because of your good customer service one the phone
  • Transcript of "Telephone group project"

    1. 1. CUSTOMER SERVICE <ul><li>The ability to supply your customers with their wants and needs. </li></ul><ul><li>Good customer service will bring back customers </li></ul><ul><li>Those customers may tell other business about you </li></ul>
    2. 2. HANDLING UPSET CALLERS <ul><li>Use the ASAP Technique </li></ul><ul><ul><li>Acknowledge </li></ul></ul><ul><ul><li>Sympathize </li></ul></ul><ul><ul><li>Accept </li></ul></ul><ul><ul><li>Prepare to help </li></ul></ul><ul><li>Don’t make up excuses </li></ul><ul><li>Don’t let the caller upset you. </li></ul>
    3. 3. TELEPHONE MESSAGES <ul><li>What to remember </li></ul><ul><ul><li>Keep paper and pen close </li></ul></ul><ul><ul><li>Write down the caller's name, phone number and company </li></ul></ul><ul><ul><li>Make sure you write down the important information </li></ul></ul>
    4. 4. TELEPHONE MESSAGES <ul><li>When talking to a caller </li></ul><ul><ul><li>Talk in a friendly voice </li></ul></ul><ul><ul><li>Tell them who they are calling for is unavailable </li></ul></ul><ul><ul><li>Ask if they want you to take a message </li></ul></ul><ul><ul><li>Tell them when they can expect who they are looking for might call them back </li></ul></ul>
    5. 5. SCREENING PHONE CALLS <ul><li>When Screening a Call </li></ul><ul><ul><li>Ask who is calling </li></ul></ul><ul><ul><li>Where they are from </li></ul></ul><ul><ul><li>Why they are calling </li></ul></ul><ul><li>Call who the caller wants to talk to </li></ul><ul><ul><li>Tell them the information about the caller </li></ul></ul><ul><ul><li>Ask if they want to talk to them </li></ul></ul>
    6. 6. HANDLING INDECISIVE CALLERS <ul><li>Don’t get irritated and remain patient </li></ul><ul><li>Ask questions that can be answered with yes or no </li></ul><ul><li>When telling the caller options, don’t give them more than three </li></ul>
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