When You Need to Route a  Customer Phone Call       By VanSight
COPYRIGHT 2009 VANSIGHT division of Synbiz            Solutions Pvt Ltd•   No part of this publication may be reproduced o...
The Situation• Customers don’t always know who they need to speak to or  even the specific department they need to contact...
Techniques Used        • Offering Choices        • Empowering        • Probing Questions        • Active Listening        ...
Dialogue• In   this    example,    the  customer is calling about  some issue with her check,  but the employee is not  im...
Dialogue    • Customer: I need to speak      to someone about my      check.    • Employee: I want to make      sure I dir...
Dialogue•   Customer: No, I’m just looking    for information about how I can    change my tax deductions.•   Employee: So...
Explanations•   The employee needs to get enough information to route the call    to the correct person. To get that infor...
How to Diffuse the Situation               • When transferring a call,                 it’s always good to inform         ...
How to Diffuse the Situation• The customer feels valued ,  & impressed with your  competence.• your coworkers and other  e...
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48. When You Need To Route A Customer Phone Call

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Customer Service: When You Need To Route A Customer Phone Call

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48. When You Need To Route A Customer Phone Call

  1. 1. When You Need to Route a Customer Phone Call By VanSight
  2. 2. COPYRIGHT 2009 VANSIGHT division of Synbiz Solutions Pvt Ltd• No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of VanSight Division of Synbiz Solutions Pvt Ltd. The information contained herein may be changed without prior notice.• VanSight is trademark of Synbiz Solutions Pvt Ltd. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies.• Data contained in this document serves informational and educational purposes only. The information in this document is proprietary to Synbiz Solutions Pvt Ltd.• This product contains training material for English or Soft Skills or Personality Development. Synbiz assumes no responsibility for errors or omissions in this document. Synbiz does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. 2
  3. 3. The Situation• Customers don’t always know who they need to speak to or even the specific department they need to contact. When a customer calls and isn’t clear about who to speak to, your job is to get enough information to route the phone call to the right place the first time, so the customer can be served quickly. 3
  4. 4. Techniques Used • Offering Choices • Empowering • Probing Questions • Active Listening 4
  5. 5. Dialogue• In this example, the customer is calling about some issue with her check, but the employee is not immediately clear on the specific issue and therefore the person or department that needs to be involved. 5
  6. 6. Dialogue • Customer: I need to speak to someone about my check. • Employee: I want to make sure I direct you to the right person the first time, so can I ask you a few questions? • Customer: Sure. • Employee: OK, are you calling because there’s a problem with your check? 6
  7. 7. Dialogue• Customer: No, I’m just looking for information about how I can change my tax deductions.• Employee: So, you want to know what paperwork you need to complete to make sure the tax deducted is more accurate. Is that what you need?• Customer: Yes, exactly• Employee: Good. You need to speak to Jane in payroll. I can transfer your call or give you the number to phone direct, whatever is more convenient. What works best for you? 7
  8. 8. Explanations• The employee needs to get enough information to route the call to the correct person. To get that information, the employee uses probing questions• Notice that the employee asks permission to do this in order to demonstrate to the customer that he is important if necessary, the employee would ask a longer series of questions.• In the employee uses reflective listening to verify or confirm that she and the customer are on the same wavelength and that she understands what the customer wants.• Once the employee is confident she has enough information to direct the call, she indicates the specific person that the caller needs to contact and offers two options — transferring him to Jane or giving him the direct phone number so she can phone Jane at her convenience . 8
  9. 9. How to Diffuse the Situation • When transferring a call, it’s always good to inform the party receiving the transfer about the nature of the caller’s needs or problem. • It’s worth spending a few more seconds finding out what the customer needs before directing the call. When you direct a customer to the right place the first time, everyone wins. 9
  10. 10. How to Diffuse the Situation• The customer feels valued , & impressed with your competence.• your coworkers and other employees spend their time more productively. 10

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