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Call Handling skills

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  • If possible could you send me a copy this presentation . Thank you. greer.jenniag@utcourts.gov
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  • Could I request a copy of these slides please? Much appreciated if you could mail them to me at tanejapunita@rediffmail.com. I would like to save them and use in my presentations. Is that ok lThanks
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  • Thanks for this excellent presentation. I will include credits if using parts of it for training.
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  • 1. Superior Customer Service on the Telephone. Gaurav Bhatnagar
  • 2. 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
  • 3. 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
  • 4.
    • ” Keep Them Calling: Superior Customer Service on the Phone”
    • By: Sherry Barrett
  • 5. 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?
  • 6.
    • 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.
  • 7. 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
  • 8. Satisfying customers over the telephone is often more challenging than serving face-to-face.
  • 9. 5 Dimensions of Customers Service
    • Professionalism
    • Speedy Responses
    • Accurate Information
    • Genuine Concern
    • Reliable Follow-through
  • 10. 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
  • 11. 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
  • 12. Positive Attitude
    • The Engine that drives
    • excellent service
    • forward.
    • .
    • .
    • The key ingredient in providing the
    • 5 Dimensions of Customer Service.
  • 13.
    • 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
  • 14. 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
  • 15. Managing the Call
    • Answer Promptly (within 2 rings)
    • Greet the Caller and Identify Yourself
    • Offer to Help
    • Listen Carefully
    • Use Caller’s name
  • 16. 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?”)
  • 17. 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?
  • 18. 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.”
  • 19. 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”
  • 20. How to Give Bad News
    • The Sandwich Technique :
      • Insert the bad news
      • in-between two pieces
      • of good news.
  • 21. 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”
  • 22. Angry Callers
    • Recognizing the Signs of an Angry Caller:
      • High-pitch speech
      • Long pauses
      • Sighs
      • Demands
      • Short-terse answers
      • Volume gets louder
  • 23. 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
  • 24. 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.
  • 25. 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
  • 26. 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
  • 27. 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”
  • 28. 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
  • 29. Case Studies – Sandwich Technique
    • Sales Rep
    • Auto Repair Shop
    • THANK YOU ………………….

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