10 Tips For Excellent Call Center Etiquette
•Download as PPTX, PDF•
2 likes•2,942 views
The document discusses the benefits of meditation for reducing stress and anxiety. Regular meditation practice can help calm the mind and body by lowering heart rate and blood pressure. Studies have shown that meditating for just 10-20 minutes per day can have significant positive impacts on both mental and physical health over time.
Report
Share
Report
Share
Recommended
Call Handling skills
This document provides guidance on providing superior customer service over the telephone for employees. It discusses establishing empathy and understanding for customers' basic needs, demonstrating the 5 dimensions of customer service, maintaining a positive attitude, and techniques for managing different call situations like angry or abusive callers. The overall goal is to improve customer satisfaction and the organization's public image through phone interactions.
Phone call etiquette and success by Mario Kanaan
What is Telesales
What is Phone Etiquette
Your Role
Your Objective
Telephone Tips for Success
Do’s and Don'ts
Overcoming Obstacles
Some Examples
Professional call handling techniques (1)
This document provides guidance on telephone etiquette and call handling techniques for customer service. It discusses demonstrating good voice quality when speaking to callers, including proper pace, tone, volume and diction. It also outlines techniques for greeting callers, transferring calls appropriately, and handling irate customers respectfully. The goal is to train employees on how to interact with callers in a polite, empathetic manner.
Telephone skills & etiquettes
Phone Etiquette: Vocal Skills
Voice reflects attitude. Even if the words are correct and intended to be polite, tone could imply the opposite. Voice is made up of five distinct elements: tone, inflection, pitch, rate and volume. Your voice contains specific percentages of each element that makes it uniquely yours. However, there is a best practice range within which your voice sounds confident and most importantly professional.
Telephone techniques to give customers a positive experience
The document provides guidance on effective telephone techniques to improve the customer experience. It recommends establishing a positive first impression by having a standard friendly greeting. It also stresses the importance of voice tone, pace, clarity and language in communicating effectively over the phone. Specific positive language options are listed to use when speaking to customers. The document also addresses dealing with difficult customer situations or behaviors and ensuring calls are closed in a satisfactory manner.
15 Tips for Training Call Center Agents
https://www.talkdesk.com/resources/webinars/
Find out how to train your call center agents the right way to deliver great customer service and driver customer loyalty.
www.talkdesk.com/request-demo
Telephone etiquette ppt
1. The document provides guidelines for proper telephone etiquette such as answering within three rings, greeting the caller, providing your name, asking how you can help, and speaking clearly.
2. It also discusses best practices for placing calls like verifying numbers beforehand and asking if it is a convenient time.
3. Finally, it offers tips for handling difficult situations like complaints, aggressive customers, accidentally dialing wrong numbers, and transferring calls.
Callcenter Training
A call center is a central place where customer and other telephone calls are handled by an organization. It handles inbound calls from customers seeking customer support, help desk assistance, or other services, as well as making outbound calls for telemarketing, sales, or other purposes. Effective call center agents require skills in communication, customer service, listening, questioning, and using telephone etiquette to professionally handle high volumes of calls. Proper call flow management and customer service techniques are also important to provide a positive customer experience and meet business goals.
Recommended
Call Handling skills
This document provides guidance on providing superior customer service over the telephone for employees. It discusses establishing empathy and understanding for customers' basic needs, demonstrating the 5 dimensions of customer service, maintaining a positive attitude, and techniques for managing different call situations like angry or abusive callers. The overall goal is to improve customer satisfaction and the organization's public image through phone interactions.
Phone call etiquette and success by Mario Kanaan
What is Telesales
What is Phone Etiquette
Your Role
Your Objective
Telephone Tips for Success
Do’s and Don'ts
Overcoming Obstacles
Some Examples
Professional call handling techniques (1)
This document provides guidance on telephone etiquette and call handling techniques for customer service. It discusses demonstrating good voice quality when speaking to callers, including proper pace, tone, volume and diction. It also outlines techniques for greeting callers, transferring calls appropriately, and handling irate customers respectfully. The goal is to train employees on how to interact with callers in a polite, empathetic manner.
Telephone skills & etiquettes
Phone Etiquette: Vocal Skills
Voice reflects attitude. Even if the words are correct and intended to be polite, tone could imply the opposite. Voice is made up of five distinct elements: tone, inflection, pitch, rate and volume. Your voice contains specific percentages of each element that makes it uniquely yours. However, there is a best practice range within which your voice sounds confident and most importantly professional.
Telephone techniques to give customers a positive experience
The document provides guidance on effective telephone techniques to improve the customer experience. It recommends establishing a positive first impression by having a standard friendly greeting. It also stresses the importance of voice tone, pace, clarity and language in communicating effectively over the phone. Specific positive language options are listed to use when speaking to customers. The document also addresses dealing with difficult customer situations or behaviors and ensuring calls are closed in a satisfactory manner.
15 Tips for Training Call Center Agents
https://www.talkdesk.com/resources/webinars/
Find out how to train your call center agents the right way to deliver great customer service and driver customer loyalty.
www.talkdesk.com/request-demo
Telephone etiquette ppt
1. The document provides guidelines for proper telephone etiquette such as answering within three rings, greeting the caller, providing your name, asking how you can help, and speaking clearly.
2. It also discusses best practices for placing calls like verifying numbers beforehand and asking if it is a convenient time.
3. Finally, it offers tips for handling difficult situations like complaints, aggressive customers, accidentally dialing wrong numbers, and transferring calls.
Callcenter Training
A call center is a central place where customer and other telephone calls are handled by an organization. It handles inbound calls from customers seeking customer support, help desk assistance, or other services, as well as making outbound calls for telemarketing, sales, or other purposes. Effective call center agents require skills in communication, customer service, listening, questioning, and using telephone etiquette to professionally handle high volumes of calls. Proper call flow management and customer service techniques are also important to provide a positive customer experience and meet business goals.
Telephone Etiquette
The document provides guidance on telephone etiquette and effective phone skills. It discusses basic skills like proper greetings, active listening, gathering information, and closing calls. It also covers professional skills such as communicating clearly, using correct phrases, handling difficult callers and ensuring understanding. The goal is to help readers conduct phone conversations smoothly and achieve their objectives.
Sales techniques to hit success
This document provides guidelines for effective call handling techniques. It discusses the importance of telephone etiquette such as speaking clearly and listening carefully. It also emphasizes the importance of call ownership - taking responsibility to resolve customer issues. The document presents examples of call responses and scripts for different call scenarios such as regular calls, calls requiring an apology or being placed on hold. It concludes by recommending identifying the caller's mood, understanding their needs, providing resolutions, and avoiding negative phrases.
Customer Services Ppresentation
This document provides information on customer service best practices. It discusses why customers quit (68% due to indifference of employees), what angry customers want (to feel listened to, respected, and assured of action), the responsibilities of complaints handlers (updating records and following up), and qualities of good service technicians (being on time, cleaning up, and following up). The overall message is on the importance of caring for customers and addressing their needs and complaints to retain their business.
Call Centre Training
This document provides an overview of call center training. It discusses the types of call centers including inbound, outbound, domestic, and international. It outlines the key skills needed for call center agents such as communication skills, customer handling, teamwork, telephone etiquette, and the ability to follow instructions. Effective communication techniques, customer handling strategies, teamwork principles, phone etiquettes, vocabulary development, basic math, and analytical problem solving are also summarized.
Telephone customer service training
This document provides training on improving customer service skills over the telephone. It discusses goals of enhancing comfort, confidence, and the university's public image. The training covers defining customer needs, the 5 dimensions of customer service, managing calls, projecting a positive attitude, and techniques for difficult calls. Trainees are taught to recognize customer needs, respond quickly with accurate information, show genuine concern, and follow through reliably. The document also offers guidance for handling angry, abusive, or difficult callers in a calm and empathetic manner.
Telephone Etiquette
We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
Customer Service
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
Customer service training general
This document provides training on enhancing customer service skills. It discusses creating a customer-centric environment by listening, giving undivided attention, appreciating individuality, and more. It defines customer service, outlines customer rights, and describes types of customers including new/existing, wavering, and defecting customers. It then focuses on becoming a solution creator for new/existing customers and managing conflict with wavering and defecting customers using tools like the 3 Rs and 10 commandments of customer service. The training emphasizes resolving issues in a respectful manner.
Telephone Etiquette
The document discusses telephone etiquette and best practices for phone interactions. It recommends answering calls promptly, introducing yourself and your organization, focusing fully on the caller, speaking clearly, avoiding jargon, addressing callers by name, staying calm, and listening actively. The document also outlines five phases of a successful call: opening, building rapport, collecting information, providing solutions, and closing. Contact details are provided for further information.
Telephone etiquette1
This document provides guidance on effective telephone communication and etiquette. It discusses the importance of being aware of one's communication over the phone at work, home or on a mobile device. Every phone call is an attempt at information exchange between two people, so observing proper telephone etiquette is important for effective communication. The document outlines best practices for answering calls, placing calls, transferring calls, putting callers on hold, handling multiple calls, ending calls, taking messages and dealing with angry or mistaken callers. It emphasizes speaking clearly, listening attentively, identifying oneself, avoiding distractions and using a polite tone.
Basic customer Service
This document provides guidance on basic customer service skills for a technical support line, including phone, email, and instant message etiquette. It discusses establishing availability, standardized service, and efficiency. Phone etiquette sections cover call flow processes like greeting the customer, listening, responding, and concluding calls. Email etiquette sections address content, format, signatures, and professionalism. Approaching angry and unsatisfied customers recommends letting them vent without interruption and using empathy. The document concludes with a brief section on "vibe training".
Customer Service 101
This document discusses steps to improve customer service. It begins by recommitting to providing exceptional service and looking at examples from companies like Chick-fil-A. It stresses taking ownership of complaints, having well-defined processes and checklists, and using a B.L.A.S.T. system to believe customers, listen without fighting back, answer questions, satisfy their needs and build trust. The goal is to shift from a culture of just working to one of stewardship where customers feel truly cared for.
How to handled angry customer
how to handle angry customer through phone call in call center is something not east now a days but using some simple tips it will be so easy
Customer service presentation
The document discusses the importance of customer service and strategies for building a customer-focused company. Some key points include:
- Customer satisfaction and service has increasingly become important over time, from price and value in the past to quality, convenience, and service today.
- Every customer interaction represents a "moment of truth" that can influence future purchasing decisions. Customers make quick judgments about a company based on their experiences.
- To be customer-focused, a company must listen to customers, understand their needs, and strive to satisfy them. This fosters customer loyalty and positive word-of-mouth.
- Strategies for building a customer focus include soliciting customer feedback, training all employees to
telephone etiquettes
The document provides guidelines for proper telephone etiquette and customer service. It recommends answering calls before the third ring, greeting the caller politely, introducing yourself, and asking how you can help. It stresses focusing attention on the caller, placing them on hold no longer than 30 seconds, and transferring calls only when necessary. The tone, pitch, and courtesy used are important in making a good impression over the phone. Handling angry callers, multi-tasking, and avoiding rude phrases are also addressed.
Telephone etiquettes
The document provides guidelines for proper telephone etiquette. It discusses best practices for answering calls, making calls, transferring calls, putting callers on hold, taking messages, returning calls, and ending conversations politely. Key recommendations include identifying yourself, speaking courteously, actively listening, asking before putting someone on hold, thanking callers, and using respectful language.
Customer Service Training by NHS
This document provides training on customer service for mandatory staff training. It covers key learning outcomes around understanding customers, applying service standards, and developing basic customer service skills. Specific skills covered include active listening, asking questions, dealing with difficult customers, and managing thinking traps to protect wellbeing during challenging interactions. The goal is to ensure all staff understand excellent customer service and can deliver a positive experience for customers within 60 seconds of first contact.
Customer Service Training
This document provides an overview of a customer service training session. The training will teach participants how to implement a customer service excellence program in their company. It will cover key elements of customer service like the 5 basic customer needs of friendliness, empathy, fairness, control, and information. Participants will learn everyday practices for excellent customer service and how to make a positive first impression. The training also details the benefits of providing excellent customer service such as satisfied customers, customer retention, and increased profits.
Delivering exceptional telephone customer service
This document discusses the importance of customer service and providing exceptional telephone customer service. It emphasizes that customer service is an attitude, not a department. It outlines steps to outstanding customer service like empathy, responsiveness, and reliability. It discusses maintaining positive customer relationships and techniques for handling different customer types like irate customers or interruptors. The document stresses that as a customer service representative, you are representing your company and should communicate with customers with a positive attitude.
9 Top Qualities of a Successful Call Center Agent
https://www.talkdesk.com/resources/webinars/
Hiring an excellent call center agent is never an easy task. Candidates can be screened based on a variety of criteria, such as personality, skill, fit and motivation, during the hiring process. Regardless of your list of prerequisites, it's helpful to know exactly what makes a successful agent. Here are some of the top qualities of a successful call center agent.
12 Conflict Resolution Tips for Excellent Customer Service
https://www.talkdesk.com/resources/webinars/
Find out how to resolve customer conflict by delivering excellent customer service.
www.talkdesk.com/request-demo
5 Steps for Handling an Angry Caller in the Call Center
The document provides 5 steps for call center representatives to handle angry callers: 1) Listen to the caller vent without interrupting; 2) Remain calm by using an even tone and putting yourself in their shoes; 3) Repeat the main points of the caller's issue to show you are listening and give them time to calm down; 4) Avoid putting the caller on hold as it may increase their frustration; 5) Make the caller happy by giving options, offering refunds or vouchers, going the extra mile, and putting a smile on their face before ending the call. Following these techniques can help resolve issues, improve customer satisfaction, and reduce call times.
More Related Content
What's hot
Telephone Etiquette
The document provides guidance on telephone etiquette and effective phone skills. It discusses basic skills like proper greetings, active listening, gathering information, and closing calls. It also covers professional skills such as communicating clearly, using correct phrases, handling difficult callers and ensuring understanding. The goal is to help readers conduct phone conversations smoothly and achieve their objectives.
Sales techniques to hit success
This document provides guidelines for effective call handling techniques. It discusses the importance of telephone etiquette such as speaking clearly and listening carefully. It also emphasizes the importance of call ownership - taking responsibility to resolve customer issues. The document presents examples of call responses and scripts for different call scenarios such as regular calls, calls requiring an apology or being placed on hold. It concludes by recommending identifying the caller's mood, understanding their needs, providing resolutions, and avoiding negative phrases.
Customer Services Ppresentation
This document provides information on customer service best practices. It discusses why customers quit (68% due to indifference of employees), what angry customers want (to feel listened to, respected, and assured of action), the responsibilities of complaints handlers (updating records and following up), and qualities of good service technicians (being on time, cleaning up, and following up). The overall message is on the importance of caring for customers and addressing their needs and complaints to retain their business.
Call Centre Training
This document provides an overview of call center training. It discusses the types of call centers including inbound, outbound, domestic, and international. It outlines the key skills needed for call center agents such as communication skills, customer handling, teamwork, telephone etiquette, and the ability to follow instructions. Effective communication techniques, customer handling strategies, teamwork principles, phone etiquettes, vocabulary development, basic math, and analytical problem solving are also summarized.
Telephone customer service training
This document provides training on improving customer service skills over the telephone. It discusses goals of enhancing comfort, confidence, and the university's public image. The training covers defining customer needs, the 5 dimensions of customer service, managing calls, projecting a positive attitude, and techniques for difficult calls. Trainees are taught to recognize customer needs, respond quickly with accurate information, show genuine concern, and follow through reliably. The document also offers guidance for handling angry, abusive, or difficult callers in a calm and empathetic manner.
Telephone Etiquette
We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
Customer Service
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
Customer service training general
This document provides training on enhancing customer service skills. It discusses creating a customer-centric environment by listening, giving undivided attention, appreciating individuality, and more. It defines customer service, outlines customer rights, and describes types of customers including new/existing, wavering, and defecting customers. It then focuses on becoming a solution creator for new/existing customers and managing conflict with wavering and defecting customers using tools like the 3 Rs and 10 commandments of customer service. The training emphasizes resolving issues in a respectful manner.
Telephone Etiquette
The document discusses telephone etiquette and best practices for phone interactions. It recommends answering calls promptly, introducing yourself and your organization, focusing fully on the caller, speaking clearly, avoiding jargon, addressing callers by name, staying calm, and listening actively. The document also outlines five phases of a successful call: opening, building rapport, collecting information, providing solutions, and closing. Contact details are provided for further information.
Telephone etiquette1
This document provides guidance on effective telephone communication and etiquette. It discusses the importance of being aware of one's communication over the phone at work, home or on a mobile device. Every phone call is an attempt at information exchange between two people, so observing proper telephone etiquette is important for effective communication. The document outlines best practices for answering calls, placing calls, transferring calls, putting callers on hold, handling multiple calls, ending calls, taking messages and dealing with angry or mistaken callers. It emphasizes speaking clearly, listening attentively, identifying oneself, avoiding distractions and using a polite tone.
Basic customer Service
This document provides guidance on basic customer service skills for a technical support line, including phone, email, and instant message etiquette. It discusses establishing availability, standardized service, and efficiency. Phone etiquette sections cover call flow processes like greeting the customer, listening, responding, and concluding calls. Email etiquette sections address content, format, signatures, and professionalism. Approaching angry and unsatisfied customers recommends letting them vent without interruption and using empathy. The document concludes with a brief section on "vibe training".
Customer Service 101
This document discusses steps to improve customer service. It begins by recommitting to providing exceptional service and looking at examples from companies like Chick-fil-A. It stresses taking ownership of complaints, having well-defined processes and checklists, and using a B.L.A.S.T. system to believe customers, listen without fighting back, answer questions, satisfy their needs and build trust. The goal is to shift from a culture of just working to one of stewardship where customers feel truly cared for.
How to handled angry customer
how to handle angry customer through phone call in call center is something not east now a days but using some simple tips it will be so easy
Customer service presentation
The document discusses the importance of customer service and strategies for building a customer-focused company. Some key points include:
- Customer satisfaction and service has increasingly become important over time, from price and value in the past to quality, convenience, and service today.
- Every customer interaction represents a "moment of truth" that can influence future purchasing decisions. Customers make quick judgments about a company based on their experiences.
- To be customer-focused, a company must listen to customers, understand their needs, and strive to satisfy them. This fosters customer loyalty and positive word-of-mouth.
- Strategies for building a customer focus include soliciting customer feedback, training all employees to
telephone etiquettes
The document provides guidelines for proper telephone etiquette and customer service. It recommends answering calls before the third ring, greeting the caller politely, introducing yourself, and asking how you can help. It stresses focusing attention on the caller, placing them on hold no longer than 30 seconds, and transferring calls only when necessary. The tone, pitch, and courtesy used are important in making a good impression over the phone. Handling angry callers, multi-tasking, and avoiding rude phrases are also addressed.
Telephone etiquettes
The document provides guidelines for proper telephone etiquette. It discusses best practices for answering calls, making calls, transferring calls, putting callers on hold, taking messages, returning calls, and ending conversations politely. Key recommendations include identifying yourself, speaking courteously, actively listening, asking before putting someone on hold, thanking callers, and using respectful language.
Customer Service Training by NHS
This document provides training on customer service for mandatory staff training. It covers key learning outcomes around understanding customers, applying service standards, and developing basic customer service skills. Specific skills covered include active listening, asking questions, dealing with difficult customers, and managing thinking traps to protect wellbeing during challenging interactions. The goal is to ensure all staff understand excellent customer service and can deliver a positive experience for customers within 60 seconds of first contact.
Customer Service Training
This document provides an overview of a customer service training session. The training will teach participants how to implement a customer service excellence program in their company. It will cover key elements of customer service like the 5 basic customer needs of friendliness, empathy, fairness, control, and information. Participants will learn everyday practices for excellent customer service and how to make a positive first impression. The training also details the benefits of providing excellent customer service such as satisfied customers, customer retention, and increased profits.
Delivering exceptional telephone customer service
This document discusses the importance of customer service and providing exceptional telephone customer service. It emphasizes that customer service is an attitude, not a department. It outlines steps to outstanding customer service like empathy, responsiveness, and reliability. It discusses maintaining positive customer relationships and techniques for handling different customer types like irate customers or interruptors. The document stresses that as a customer service representative, you are representing your company and should communicate with customers with a positive attitude.
9 Top Qualities of a Successful Call Center Agent
https://www.talkdesk.com/resources/webinars/
Hiring an excellent call center agent is never an easy task. Candidates can be screened based on a variety of criteria, such as personality, skill, fit and motivation, during the hiring process. Regardless of your list of prerequisites, it's helpful to know exactly what makes a successful agent. Here are some of the top qualities of a successful call center agent.
What's hot (20)
Viewers also liked
12 Conflict Resolution Tips for Excellent Customer Service
https://www.talkdesk.com/resources/webinars/
Find out how to resolve customer conflict by delivering excellent customer service.
www.talkdesk.com/request-demo
5 Steps for Handling an Angry Caller in the Call Center
The document provides 5 steps for call center representatives to handle angry callers: 1) Listen to the caller vent without interrupting; 2) Remain calm by using an even tone and putting yourself in their shoes; 3) Repeat the main points of the caller's issue to show you are listening and give them time to calm down; 4) Avoid putting the caller on hold as it may increase their frustration; 5) Make the caller happy by giving options, offering refunds or vouchers, going the extra mile, and putting a smile on their face before ending the call. Following these techniques can help resolve issues, improve customer satisfaction, and reduce call times.
8 Steps to Effectively Coaching Call Center Agents
This document outlines 8 steps for effectively coaching call center agents. The steps are: 1) Prepare for coaching sessions by setting goals and developing a framework. 2) Identify performance trends based on call type. 3) Detect performance issues through live observations and call monitoring. 4) Evaluate multiple calls to obtain reliable data. 5) Allow customers to provide feedback during coaching. 6) Provide specific, data-driven, timely feedback tied to an action plan. 7) Develop targeted action plans with measurable goals and timelines. 8) Follow up with agents before the action plan deadline.
Top Call Center KPIs to Track in 2016
This document discusses the importance of measuring key performance indicators (KPIs) in call centers. It outlines the top six KPIs that call centers should track in 2016, which are: average speed to answer, average abandonment rate, average time in queue, average handle time, first call resolution, and service level. For each KPI, the document explains what is being measured and provides tips on how to optimize performance.
9 Professional Phone Greetings for Your Business
https://www.talkdesk.com/resources/webinars/
Is your business putting its best foot forward? Here are 9 professional phone greetings and voicemail to use to be more clear, concise and professional when communication with your customers.
Best used for customer service and customer support teams.
Talkdesk Call Center KPI & Benchmarking Report
https://www.talkdesk.com/resources/webinars/
Is your call center up to snuff? View this slideshow to find out:
- How to measure and track critical call center KPIs.
- How your call center stacks up against KPI benchmarks.
- Tips on how to improve your call center KPIs.
11 Ways to Help You Improve First Call Resolution
https://www.talkdesk.com/resources/webinars/
Today’s customers expect businesses to effortlessly resolve their issues with speed and accuracy.
Use these tips to help you improve first call resolution (FCR) within your call center and give your customers the service and support they demand.
Talkdesk
Cloud-Based Call Center Software
www.talkdesk.com/free-trial
NPS vs. CSAT - A Guide to Measuring Customer Happiness
https://www.talkdesk.com/
The most successful businesses are data-driven, and measuring your customer happiness is no exception.
Here is a breakdown of the two most popular metrics for measuring customer happiness: Net Promoter Score® (NPS) and customer satisfaction score (CSAT). This slideshow will show you the difference between the two and some best practices for measuring both.
10 Customer Service Trends for 2016
https://www.talkdesk.com/resources/webinars/
Ring in the new year with great customer service!
In this slideshow you will find:
- The top 10 customer service trends according to industry leaders.
- Research and data to support these trends.
- Actionable tips of how you can stay on top of the competition.
Customer Service Call Center Benchmark Study
This presentation highlights some best practice players in the world of customer service and call center management; from first time resolution to order up sells. It also goes on to perform a rather organizationally specific gap analysis complete with actions steps designed to support a journey of continuous improvement.
Call center mock calls script sample
The customer called to inquire about a wrong bill they received. The agent verified the customer's account and name, and found that the bill was generated before the customer's recent payment was processed, so they could disregard the amount. The agent also informed the customer that bill delays can occur due to courier delays, and provided an alternative to check their more updated balance online. The agent ensured there were no other issues before concluding the call.
Telephony Skills
Telephony Skills
How to Make a Call
How to Receive a Call
How to Put the Call on Hold and
How to Take Calls for Others
Deescalation Training_Presentation
This document provides training materials for an escalations team, including information on why customers may escalate issues, how to handle irate callers using the C.A.R.P method (Control, Acknowledge, Refocus, Problem Solving), and a sample escalated call regarding a disputed enrollment. It discusses listening to customers, acknowledging their perspective in a sincere way, determining when they are ready to refocus on solutions, and resolving unreasonable demands by educating the customer and offering an appropriate reimbursement or describing escalation mechanisms.
How to handle angry customers
The document provides tips for handling angry customers. It advises remaining calm and listening actively to understand the customer's concerns. Representatives should empathize with the customer, apologize for any issues, and offer solutions. If a solution cannot be immediately provided, ask the customer for feedback on how their problem could be resolved. Representatives should then follow up to ensure the problem is fixed and the customer is satisfied. Taking a brief break after can help representatives destress from difficult customer interactions.
Best practices for contact center performance management
This webinar covers the best practices for implementing a real-time contact center performance management (CCPM) solution.
- Best-of-breed contact center performance management solution functionality
- Benefits of implementing a contact center management solution
- Top reasons for investing in a real-time contact center management solution
Recorded Thursday, April 21, 2015
Dealing with difficult customer
1) Dealing with difficult customers requires patience and understanding as the customer is often annoyed by poor service or products rather than the individual representative.
2) It is important to listen without interrupting, ask clarifying questions, and gauge what actions can reasonably be taken to resolve the complaint based on company policy.
3) If the complaint cannot be addressed, politely explain the decision by referring to specific policies while still offering alternative resolutions to retain the customer's business.
How To Deal With Angry Customers
1. When dealing with an angry customer, acknowledge their anger and don't pretend it isn't there. Recognizing their emotions is important to resolving the issue.
2. Anger must be addressed before problem solving can begin. Customers need to calm down before they can think rationally about solutions.
3. First work to defuse a customer's anger, then focus on resolving the underlying problem. How the company handles the situation impacts customer satisfaction more than the original issue.
Dealing with a difficult customer
This training guide provides strategies for handling difficult customers in 4 steps:
1. Listen - Allow the customer to vent without interrupting and listen carefully to understand the issue.
2. Acknowledge - Express empathy, apologize sincerely, and clarify the details of the problem.
3. Respond - Present positive solutions to the problem and ensure promises can be fulfilled to avoid further issues.
4. Thank - Express appreciation to the customer for their time, patience, and for bringing the issue to your attention. Role playing exercises demonstrate applying these techniques to customer service scenarios.
7 steps for dealing with angry customers
7 steps for dealing with angry customers from the CustservGuy
http://custservguy.com
Call center agent training "Basic"
This document provides guidance for call center agents on improving customer service skills over the phone. It outlines goals of enhancing customer comfort, boosting the company's image, and using effective strategies. Agents are instructed on managing call openings and closings, listening techniques, speaking confidently, handling difficult callers including angry or abusive customers, and resolving customer issues. The document emphasizes creating positive experiences for callers to improve relations and the company's reputation through each interaction.
Viewers also liked (20)
12 Conflict Resolution Tips for Excellent Customer Service
12 Conflict Resolution Tips for Excellent Customer Service
5 Steps for Handling an Angry Caller in the Call Center
5 Steps for Handling an Angry Caller in the Call Center
8 Steps to Effectively Coaching Call Center Agents
8 Steps to Effectively Coaching Call Center Agents
NPS vs. CSAT - A Guide to Measuring Customer Happiness
NPS vs. CSAT - A Guide to Measuring Customer Happiness
Best practices for contact center performance management
Best practices for contact center performance management
More from TalkdeskInc
6 Customer Experience Insights from Opentalk 2016
https://www.talkdesk.com/resources/webinars/
Find out what customer-centric business leaders from Salesforce, Influitive, Gainsight, Zuora, Slack and more had to say at Opentalk 2016, by Talkdesk.
https://www.talkdesk.com/opentalk
How to Combine Live Chat with Phone Support
https://www.talkdesk.com/resources/webinars/
Originally from our webinar with Pascal from Userlike, check out this deck to learn tips and tricks for combining and boosting your live chat and phone support. In the deck you’ll learn:
- Tips for leveraging these support channels more effectively.
- Ways in which these two channels differ and their use cases.
- How to integrate live chat and phone support in the most optimal way.
Watch the webinar here: https://www.talkdesk.com/resources/webinars/improving-live-chat-phone-support
12 Tips for Providing Fantastic Holiday Phone Support
https://www.talkdesk.com/resources/webinars/
Every customer service leader knows that the holiday season can be overwhelming for their call center. Watch this slide to find out how to keep your holiday customers jolly in 12 simple steps.
How to Design a Great Customer Experience with Kerry Bodine
https://www.talkdesk.com/resources/webinars/
What new ways of thinking and working will help you intentionally create great customer experiences?
Kerry Bodine, customer experience consultant and former VP and principal analyst at Forrester Research, explores how your company can increase loyalty by designing a more customer-centric experience.
Register to learn:
- Why CX is a strategic imperative for leading companies.
- How to visualize customer pain points throughout the customer journey.
- Ways to intentionally create great customer experiences.
The Effortless Experience with Matt Dixon
https://www.talkdesk.com/resources/webinars/
"Your customers are much more likely to punish you for a bad customer service experience than reward you for a good experience."
Watch the full webinar as Matthew Dixon, author of The Effortless Experience, explores how your brand can start making life easier for your customers.
Click the link below to learn:
1. How to identify where your customers are spending the most effort.
2. Concrete examples of brands offering a low effort journey.
3. Quick tips to reducing customer effort and implementing change.
http://www.talkdesk.com/resources/webinars/
[Webinar] The Nordstrom Way to Customer Service Excellence with Robert Spector
https://www.talkdesk.com/resources/webinars/
When it comes to customer service, what distinguishes the excellent from the mediocre?
Customer service expert and corporate historian Robert Spector works with Fortune 500 companies to determine what their customers expect in an impeccable service experience.
Register to learn:
- How Nordstrom created a reputation of great customer service.
- Ways to inspire customer loyalty and increase retention.
- How the customer experience is directly related to the employee experience.
How Surveypal Uses Talkdesk to Increase Customer Loyalty
https://www.talkdesk.com/resources/webinars/
Superior customer experience is the name of the game for Surveypal. Through attractive, cross-device surveys, Surveypal helps companies pull critical insight into the customer journey to create better experiences.
Learn how Talkdesk helped Surveypal:
- Connect to customers with real-time, personalized conversations
- Integrate Salesforce and Zendesk to provide excellent service
- Create a global call center in minutes
Talkdesk Webinar Series: Drive Growth by Reducing Customer Effort
This document discusses how to reduce customer effort when seeking help or support. It recommends taking three steps: 1) ensure service is available when customers need it, 2) create a consistent service experience across channels, and 3) measure ease of use through customer effort scores. Reducing customer effort leads to increased loyalty, growth and competitive differentiation. The webinar promotes Talkdesk, a cloud-based call center solution that allows for real-time, personalized customer conversations across channels to improve support and the customer experience.
More from TalkdeskInc (8)
12 Tips for Providing Fantastic Holiday Phone Support
12 Tips for Providing Fantastic Holiday Phone Support
How to Design a Great Customer Experience with Kerry Bodine
How to Design a Great Customer Experience with Kerry Bodine
[Webinar] The Nordstrom Way to Customer Service Excellence with Robert Spector
[Webinar] The Nordstrom Way to Customer Service Excellence with Robert Spector
How Surveypal Uses Talkdesk to Increase Customer Loyalty
How Surveypal Uses Talkdesk to Increase Customer Loyalty
Talkdesk Webinar Series: Drive Growth by Reducing Customer Effort
Talkdesk Webinar Series: Drive Growth by Reducing Customer Effort
Recently uploaded
Organizational Change Leadership Agile Tour Geneve 2024
Organizational Change Leadership at Agile Tour Geneve 2024
Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...
Dive into the steadfast world of the Taurus Zodiac Sign. Discover the grounded, stable, and logical nature of Taurus individuals, and explore their key personality traits, important dates, and horoscope insights. Learn how the determination and patience of the Taurus sign make them the rock-steady achievers and anchors of the zodiac.
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...
Explore the fascinating world of the Gemini Zodiac Sign. Discover the unique personality traits, key dates, and horoscope insights of Gemini individuals. Learn how their sociable, communicative nature and boundless curiosity make them the dynamic explorers of the zodiac. Dive into the duality of the Gemini sign and understand their intellectual and adventurous spirit.
Best Forex Brokers Comparison in INDIA 2024
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
The Evolution and Impact of OTT Platforms: A Deep Dive into the Future of Ent...
This presentation provides a thorough examination of Over-the-Top (OTT) platforms, focusing on their development and substantial influence on the entertainment industry, with a particular emphasis on the Indian market.We begin with an introduction to OTT platforms, defining them as streaming services that deliver content directly over the internet, bypassing traditional broadcast channels. These platforms offer a variety of content, including movies, TV shows, and original productions, allowing users to access content on-demand across multiple devices.The historical context covers the early days of streaming, starting with Netflix's inception in 1997 as a DVD rental service and its transition to streaming in 2007. The presentation also highlights India's television journey, from the launch of Doordarshan in 1959 to the introduction of Direct-to-Home (DTH) satellite television in 2000, which expanded viewing choices and set the stage for the rise of OTT platforms like Big Flix, Ditto TV, Sony LIV, Hotstar, and Netflix. The business models of OTT platforms are explored in detail. Subscription Video on Demand (SVOD) models, exemplified by Netflix and Amazon Prime Video, offer unlimited content access for a monthly fee. Transactional Video on Demand (TVOD) models, like iTunes and Sky Box Office, allow users to pay for individual pieces of content. Advertising-Based Video on Demand (AVOD) models, such as YouTube and Facebook Watch, provide free content supported by advertisements. Hybrid models combine elements of SVOD and AVOD, offering flexibility to cater to diverse audience preferences.
Content acquisition strategies are also discussed, highlighting the dual approach of purchasing broadcasting rights for existing films and TV shows and investing in original content production. This section underscores the importance of a robust content library in attracting and retaining subscribers.The presentation addresses the challenges faced by OTT platforms, including the unpredictability of content acquisition and audience preferences. It emphasizes the difficulty of balancing content investment with returns in a competitive market, the high costs associated with marketing, and the need for continuous innovation and adaptation to stay relevant.
The impact of OTT platforms on the Bollywood film industry is significant. The competition for viewers has led to a decrease in cinema ticket sales, affecting the revenue of Bollywood films that traditionally rely on theatrical releases. Additionally, OTT platforms now pay less for film rights due to the uncertain success of films in cinemas.
Looking ahead, the future of OTT in India appears promising. The market is expected to grow by 20% annually, reaching a value of ₹1200 billion by the end of the decade. The increasing availability of affordable smartphones and internet access will drive this growth, making OTT platforms a primary source of entertainment for many viewers.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
Building Your Employer Brand with Social Media
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challenges
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
Business storytelling: key ingredients to a story
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
3 Simple Steps To Buy Verified Payoneer Account In 2024
Buy Verified Payoneer Account: Quick and Secure Way to Receive Payments
Buy Verified Payoneer Account With 100% secure documents, [ USA, UK, CA ]. Are you looking for a reliable and safe way to receive payments online? Then you need buy verified Payoneer account ! Payoneer is a global payment platform that allows businesses and individuals to send and receive money in over 200 countries.
If You Want To More Information just Contact Now:
Skype: SEOSMMEARTH
Telegram: @seosmmearth
Gmail: seosmmearth@gmail.com
Best practices for project execution and delivery
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
-- June 2024 is National Volunteer Month --
Check out our June display of books on voluntary organisations
Evgen Osmak: Methods of key project parameters estimation: from the shaman-in...
Evgen Osmak: Methods of key project parameters estimation: from the shaman-inspired to the data-driven praxis (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
LA HUG - Video Testimonials with Chynna Morgan - June 2024
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Structural Design Process: Step-by-Step Guide for Buildings
The structural design process is explained: Follow our step-by-step guide to understand building design intricacies and ensure structural integrity. Learn how to build wonderful buildings with the help of our detailed information. Learn how to create structures with durability and reliability and also gain insights on ways of managing structures.
Company Valuation webinar series - Tuesday, 4 June 2024
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Recently uploaded (20)
Organizational Change Leadership Agile Tour Geneve 2024
Organizational Change Leadership Agile Tour Geneve 2024
Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...
Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...
The Evolution and Impact of OTT Platforms: A Deep Dive into the Future of Ent...
The Evolution and Impact of OTT Platforms: A Deep Dive into the Future of Ent...
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challenges
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challenges
3 Simple Steps To Buy Verified Payoneer Account In 2024
3 Simple Steps To Buy Verified Payoneer Account In 2024
Evgen Osmak: Methods of key project parameters estimation: from the shaman-in...
Evgen Osmak: Methods of key project parameters estimation: from the shaman-in...
LA HUG - Video Testimonials with Chynna Morgan - June 2024
LA HUG - Video Testimonials with Chynna Morgan - June 2024
Structural Design Process: Step-by-Step Guide for Buildings
Structural Design Process: Step-by-Step Guide for Buildings
Company Valuation webinar series - Tuesday, 4 June 2024
Company Valuation webinar series - Tuesday, 4 June 2024