Telephone techniques to give
customers a positive experience
Telephone techniques to give customers
a positive experience

2
First impressions count
When we meet people we form an impression
based on a number of elements including
appearance and b...
Group Exercise
What are the first words your customer
hears?
Is your first message consistent, welcoming
and friendly?
As ...
Your voice is your most powerful tool
Pace
Volume
Clarity
Tone
Look up
Smile!
5
But don’t take my word for it, try it out
In pairs or threes, practice changing the way
you talk:
Think of something you c...
Use positive language
Certainly

That’s great

Thank you

You’re
welcome

Brilliant

Straight away

Wonderful

Fantastic

...
Establishing Rapport

8
Challenging Behaviour
A good start is to see the behaviour as
challenging, not the person

9
Exercise
Problems & Solutions
What type of difficult or challenging behaviour
to you encounter or fear encountering?
Use t...
Dealing with complaints

11
Dealing with complaints
Never say or do the following

12
Dealing with aggression

13
Dealing with vagueness

14
Dealing with unfriendliness

15
And if all else fails….

talk to your line manager

16
Closing the call
Just as important as first impressions, is the
way in which you finish the call
You want to give an excel...
Closing the call

18
Exercise
Creating A Customer Care Charter
As a group, spend 15 minutes developing a
list of points which will help to stan...
Thank You
Sweet TLC Ltd
www.sweet-tlc.co.uk
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  • Telephone techniques-to-give-customers-a-positive-experience-1234304542319161-3

    1. 1. Telephone techniques to give customers a positive experience
    2. 2. Telephone techniques to give customers a positive experience 2
    3. 3. First impressions count When we meet people we form an impression based on a number of elements including appearance and body language. Without the aid of these verbal clues, it is more difficult to make a good first impression on the telephone. 3
    4. 4. Group Exercise What are the first words your customer hears? Is your first message consistent, welcoming and friendly? As a team, spend a five minutes agreeing your standard opening message 4
    5. 5. Your voice is your most powerful tool Pace Volume Clarity Tone Look up Smile! 5
    6. 6. But don’t take my word for it, try it out In pairs or threes, practice changing the way you talk: Think of something you can talk about for one minute Vary the tone, pace, volume, clarity, whether you smile or frown, whether you look up or down 6
    7. 7. Use positive language Certainly That’s great Thank you You’re welcome Brilliant Straight away Wonderful Fantastic It’s my pleasure The good news is.... I’m pleased to confirm Absolutely Rest assured Please Appreciate Immediately We value your custom Of course I will find out for you I will find out for you You’re welcome Thank you for calling Is there anything else I can help with? 7 I look forward to You can be talking to you certain that again It’s been good to I’m glad we have It’s no trouble speak to you been able to sort things out for you
    8. 8. Establishing Rapport 8
    9. 9. Challenging Behaviour A good start is to see the behaviour as challenging, not the person 9
    10. 10. Exercise Problems & Solutions What type of difficult or challenging behaviour to you encounter or fear encountering? Use the post-it notes provided to give some examples. 10
    11. 11. Dealing with complaints 11
    12. 12. Dealing with complaints Never say or do the following 12
    13. 13. Dealing with aggression 13
    14. 14. Dealing with vagueness 14
    15. 15. Dealing with unfriendliness 15
    16. 16. And if all else fails…. talk to your line manager 16
    17. 17. Closing the call Just as important as first impressions, is the way in which you finish the call You want to give an excellent service but need to be able to deal with calls quickly as well as effectively 17
    18. 18. Closing the call 18
    19. 19. Exercise Creating A Customer Care Charter As a group, spend 15 minutes developing a list of points which will help to standardise the way you work and will give the customer the best possible service. For example: Within our organisation: We always answer the phone with our full attention and a smile 19
    20. 20. Thank You Sweet TLC Ltd www.sweet-tlc.co.uk

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