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Call Handling skills
 

Call Handling skills

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    Call Handling skills Call Handling skills Presentation Transcript

    • Superior Customer Service on the Telephone. Gaurav Bhatnagar
    • Goals
      • Improve comfort and confidence on the phone
      • Use customer-service strategies that get results
      • Enhance the public’s image of HP by providing superior customer service over the phone
    • Objectives
      • At the end of this training, you will be able to define and describe:
      • A Customer’s Basic Needs
      • 5 Dimensions of Customer Service
      • How to Manage a Call
      • Projecting a Positive Image
      • Techniques for handling difficult phone situations
      • ” Keep Them Calling: Superior Customer Service on the Phone”
      • By: Sherry Barrett
    • Questions to Ask Yourself
      • Do my current skills help reduce my stress when dealing with difficult calls?
      • Do I enjoy being at work when I make a valuable contribution to the Company?
      • Do I feel personally satisfied when I’m doing a great job?
      • Why Should You Improve?
      • Every call is an opportunity to enhance customer relations, your image, and the image of the university.
      • Remember:
      • The typical person tells 20 people about a negative experience and tells only 5 people about a positive experience.
    • The Basic Needs of the Customer on the Phone
      • To be recognized and remembered
      • To feel valued
      • To feel appreciated
      • To feel respected
      • To feel understood
      • To feel comfortable about a want or need
      • View each caller
      • ( both internal and external )
      • as a customer
    • Satisfying customers over the telephone is often more challenging than serving face-to-face.
    • 5 Dimensions of Customers Service
      • Professionalism
      • Speedy Responses
      • Accurate Information
      • Genuine Concern
      • Reliable Follow-through
    • 5 Dimensions
      • Professionalism - use thank you and please, control background noise, don’t use office-specific jargon or acronyms
      • Speedy Responses - predict follow-up time, don’t pad conversation with idle chatter, don’t take more than 24 hours to return a call, time is money
    • 5 Dimensions (Con’t)
      • Accurate Information - use easy-to understand examples, don’t blame others, don’t use outdated material
      • Genuine Concern - use empathy, don’t judge caller’s feelings, don’t let one negative call “bleed” into another
      • Reliable Follow-up - responsibility to carry out promised action
    • Positive Attitude
      • The Engine that drives
      • excellent service
      • forward.
      • .
      • .
      • The key ingredient in providing the
      • 5 Dimensions of Customer Service.
      • Creates goodwill with caller
      • Reduces the potential for irritating the caller
      • Lessens stress for you
      • Helps you enjoy your job more
      • Creates a more productive work environment
      Advantages of a Positive Attitude
    • Projecting a Positive Attitude
      • Keep organized work space
      • Make conscious effort to be positive
      • Link being positive with consequences
      • Choose role model who is positive
      • Focus on the caller’s needs instead of your own
      • Feelings are a choice
    • Managing the Call
      • Answer Promptly (within 2 rings)
      • Greet the Caller and Identify Yourself
      • Offer to Help
      • Listen Carefully
      • Use Caller’s name
    • Example
      • “Thank you for calling Hp, this is Jan, how may I assist you today?”
      • “Yes, Mr. Dev, I will check on the status of your complaint. Would you like to hold or would you prefer I call you back in a few minutes with an answer?”)
    • Applying Positive Attitude to Create Positive Impressions
      • Word choices seem simple, but small changes make a dramatic difference
      • Positive phrasing creates an environment where caller can respond with an open mind
      • “ Hold on a minute?” – positive?
    • Turn Negative Into Positive
      • “She’s not in yet.”
      • “It’s a computer problem.”
      • “Your file must be lost.”
      • “That’s not my job.”
      • “We never received your application.”
    • Managing the Call
      • Avoid blind transfers
        • Ask the caller whether he or she can hold
        • Tell caller to whom they’re being transferred
        • Briefly introduce the caller to the coworker
      • Closing the Call
        • Close Call Formally
        • Repeat action you agreed to take
        • Say “Good-bye” instead of “Bye-bye”
    • How to Give Bad News
      • The Sandwich Technique :
        • Insert the bad news
        • in-between two pieces
        • of good news.
    • Voice Mail
      • Keep it short
      • Suggest person get something to take notes on
      • Give your availability
      • Repeat name and phone number at the end
      • Close with “Thank-you”
    • Angry Callers
      • Recognizing the Signs of an Angry Caller:
        • High-pitch speech
        • Long pauses
        • Sighs
        • Demands
        • Short-terse answers
        • Volume gets louder
    • 2 Problems of the Angry Caller
      • A relationship problem with the Company
        • Company’s relationship with the customer is broken
        • Usually because basic needs aren’t being met
      • Specific problem that needs attention
    • 7 Steps for Resolving the Angry Customer’s Problem
      • Deal with feelings first. Listen and respond with empathy.
      • Ask questions to get specifics about the complaint
      • Summarize caller’s problem to get agreement
      • Offer a choice of alternatives to fix the problem
      • Let the customer decide which alternative to use
      • Follow through on what you agree to do
      • When possible, do something extra.
    • Abusive Caller
      • Definition:
      • A caller who goes beyond expressing anger about a problem and begins attacking the person handling the call
      • Often includes swearing and personal attacks
    • Handling Abusive Callers
      • Abusive Callers:
      • Stay Calm
      • You’re not the target
      • Give caller warning
        • “ I beg your pardon?”
        • “ I don’t appreciate the language you are using.”
        • “ If you aren’t able to talk with me without swearing, I will have to end this call.”
      • If the call terminates, inform supervisor immediately
    • Handling Other Difficult Situations
      • Two or more calls at once: ask if one can hold, thank for patience
      • Caller angry about being transferred/put on hold: brief, blameless apology
      • Caller hangs up: tell supervisor
      • Caller is crying: use empathy and slow your pace, use “take your time”
    • More Difficult Situations
      • Caller uses another language-don’t increase volume, try simple phrases
      • Caller is mentally challenged-gear level of language, focus on critical information, summarize for agreement
      • Caller asks for manager- try to address the problem yourself, ask if they can hold, inform manager
    • Case Studies – Sandwich Technique
      • Sales Rep
      • Auto Repair Shop
      • THANK YOU ………………….