Minuteto winitlmc

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Minute to Win-it: Great Greetings all day long! offers tips for starting every inbound call well. If you have customers who call with their phone muscles flexed, use these techniques to disarm them right away. If you like it and want tips on a weekly basis, go to www.wardcertified.com

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Minuteto winitlmc

  1. 1. Great greetings all day long…. ANN WARD Speaker, Author, Coach WARD CERTIFIED CONSULTING, LLC.
  2. 2. www.wardcertified.com
  3. 3. www.wardcertified.com
  4. 4.      Set the right tone Reassure the caller Calm down the caller Reflect the company in a positive light Represent yourself in a good way…. www.wardcertified.com
  5. 5. Over the last 16 years…we‟ve trained, monitored, coached and helped hundreds of customer service professionals… Hospitality Healthcare Insurance Financial Services Real Estate Retail Office Services www.wardcertified.com IT Legal Energy
  6. 6. Prepare Rinse & Repeat Pick Up Listen Up and Handle it Speak Up www.wardcertified.com
  7. 7. Prepare Rinse & Repeat Pick Up Listen Up and Handle it Speak Up www.wardcertified.com
  8. 8. BRRRing www.wardcertified.com
  9. 9. I Rock!  Choose your attitude  Say your mantra  Look in the mirror & smile www.wardcertified.com
  10. 10. Prepare Rinse & Repeat Pick Up Listen Up and Handle it Speak Up www.wardcertified.com
  11. 11. www.wardcertified.com
  12. 12. • Answer within 3 rings • Swivel your chair to change your breathing • Turn your chair away from the screen if you have other work on the screen • Smile for a pleasant tone www.wardcertified.com
  13. 13. Prepare Rinse & Repeat Pick Up Listen Up and Handle it Speak Up www.wardcertified.com
  14. 14. In Person 100% Body Language Voice Words www.wardcertified.com
  15. 15. In Person 100% Body Language 55% Voice 38% Words 7% www.wardcertified.com
  16. 16. Over the Phone 100% Body Language Voice Words www.wardcertified.com
  17. 17. Over the Phone 100% Body Language Voice 86% Words 14% www.wardcertified.com
  18. 18. What 1. Name 2. Location 3. Welcoming Words Why • Accountability • Reassures • ‘Cause it’s nice Good morning, this is Ann in Customer Service, how may I help you? It‟s a great day at XYZ! This is the accounting department and I‟m Ann Credit Department, this is Ann, how can I help? www.wardcertified.com
  19. 19. www.wardcertified.com
  20. 20. www.wardcertified.com
  21. 21. 1. Hang up and try again 2. Ask for supervisor www.wardcertified.com 3. Get more upset
  22. 22. www.wardcertified.com
  23. 23. No inflection = monotone = Their impression of you www.wardcertified.com
  24. 24. Competent Knowledgeable Professional Happy Upbeat Fun?! Capable www.wardcertified.com
  25. 25. www.wardcertified.com
  26. 26. One night the big bad wolf said… "Let me in, Let me in, little pig or I'll huff and I'll puff and I'll blow your house in!” www.wardcertified.com
  27. 27. Listen to how inflection can change the perception of our words. “Hey, you’re great” 1. Sarcastic 2. Unsure 3. Sincerely www.wardcertified.com
  28. 28. www.wardcertified.com
  29. 29. Around the rugged rocks the ragged rascals ran www.wardcertified.com
  30. 30. www.wardcertified.com
  31. 31.       Smile Look into a mirror Sit Up Stand up Breathe Be „on stage‟ www.wardcertified.com
  32. 32. Prepare Rinse & Repeat Pick Up Listen Up and Handle it Speak Up www.wardcertified.com
  33. 33. Respond • Answer or solve Reflect • Appreciate, empathize Research • Hold • Transfer www.wardcertified.com
  34. 34. Holds • • • Ask first Offer a choice “would you like to hold, or should I call you back” Tell them why Transfer • • Tell them where they are going and why Introduce the caller and their details www.wardcertified.com
  35. 35. Prepare Rinse & Repeat Pick Up Listen Up and Handle it Speak Up www.wardcertified.com
  36. 36.     Finish the call Log the notes Say to yourself “NEXT” Move on www.wardcertified.com
  37. 37. Prepare Rinse & Repeat Pick Up Listen Up and Handle it Speak Up www.wardcertified.com
  38. 38. Thank You Free Weekly Tips: E-couragements for customer service providers Coaching Catch-ups for managing your team Sign up at www.wardcertified.com or Email Ryan at ryan@wardcertified.com or Like on facebook Ward Certified Consulting www.wardcertified.com
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