SlideShare a Scribd company logo
Goals
 Improve comfort and confidence on
the phone
 Enhance the public’s image of HP by
providing superior customer service
over the phone
 Use customer-service strategies that
get results
Objectives
 How to Manage a Call
 Projecting a Positive Image
 Techniques for handling difficult phone situations
 How to manage with Angry customers
 How to manage Abusive customers
At the end of this training, you will be able to
define and describe:
Ask Yourself
 Do I have skills to deal a 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 BasicNeeds of the Customeron
the Phone
• To feel valued
• To feel appreciated
• To feel respected
• To feel understood
• To feel comfortable about a want or need
Managing the Call
• Opening Greetings and Identify Yourself
• Offer to Help
• Listen Carefully
• Speak Confidently
• Further Quarry
• Closing Greetings
Example
“Good Morning/Evening, Thank you for calling ACI,
this is Jan, how may I assist you today?”
 Attentive
 Responsive
 Ask some related questions
 Summarized the quarry
 Repeat the Quarry
Listening
Example
Example
Speak Confidently
 Listen More
 Not Fumbling
 Not using local language
 Not Using Negative word
 Be positive
Negative Words
• “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.”
Example
“Yes, Mr. “X”, 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?”
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
• The Sandwich Technique
— Insert the bad news in-between two pieces of
good news.
Giving Massage
• 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”
ManagingOtherDifficult Situations
• 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
Angry Callers
• Recognizing the Signs of an Angry Caller:
• High-pitch speech
• Long pauses
• Sighs
• Demands
• Short-terse answers
• Volume gets louder
Problems of the Angry Caller
1. A relationship problem with the Company
• Company’s relationship with the customer is broken
• Usually because basic needs aren’t being met
2. Specific problem that needs attention
7 Steps for Resolvingthe Angry Customer’s
Problem
1. Deal with feelings first. Listen and respond with
empathy.
2. Ask questions to get specifics about the complaint
3. Summarize caller’s problem to get agreement
4. Offer a choice of alternatives to fix the problem
5. Let the customer decide which alternative to use
6. Follow through on what you agree to do
7. 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
Managing 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
Actions
Further Quarry
— In Short but Complete
— CRM Software Using training
— Sir/ Madam, may I help you now by
giving more information regarding ACI
Closing Greetings
— Thank You for calling, please call
whenever you need information
regarding ACI
Remember
“First and Last impression remember forever”
Have you any Questions
Call Center Training.pdf

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Call Center Training.pdf

  • 1.
  • 2. Goals  Improve comfort and confidence on the phone  Enhance the public’s image of HP by providing superior customer service over the phone  Use customer-service strategies that get results
  • 3. Objectives  How to Manage a Call  Projecting a Positive Image  Techniques for handling difficult phone situations  How to manage with Angry customers  How to manage Abusive customers At the end of this training, you will be able to define and describe:
  • 4. Ask Yourself  Do I have skills to deal a 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?
  • 5. 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.
  • 6. The BasicNeeds of the Customeron the Phone • To feel valued • To feel appreciated • To feel respected • To feel understood • To feel comfortable about a want or need
  • 7. Managing the Call • Opening Greetings and Identify Yourself • Offer to Help • Listen Carefully • Speak Confidently • Further Quarry • Closing Greetings
  • 8. Example “Good Morning/Evening, Thank you for calling ACI, this is Jan, how may I assist you today?”
  • 9.  Attentive  Responsive  Ask some related questions  Summarized the quarry  Repeat the Quarry Listening
  • 12. Speak Confidently  Listen More  Not Fumbling  Not using local language  Not Using Negative word  Be positive
  • 13. Negative Words • “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.”
  • 14. Example “Yes, Mr. “X”, 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?”
  • 15. 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 • The Sandwich Technique — Insert the bad news in-between two pieces of good news.
  • 16. Giving Massage • 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”
  • 17. ManagingOtherDifficult Situations • 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”
  • 18. 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
  • 19. Angry Callers • Recognizing the Signs of an Angry Caller: • High-pitch speech • Long pauses • Sighs • Demands • Short-terse answers • Volume gets louder
  • 20. Problems of the Angry Caller 1. A relationship problem with the Company • Company’s relationship with the customer is broken • Usually because basic needs aren’t being met 2. Specific problem that needs attention
  • 21. 7 Steps for Resolvingthe Angry Customer’s Problem 1. Deal with feelings first. Listen and respond with empathy. 2. Ask questions to get specifics about the complaint 3. Summarize caller’s problem to get agreement 4. Offer a choice of alternatives to fix the problem 5. Let the customer decide which alternative to use 6. Follow through on what you agree to do 7. When possible, do something extra.
  • 22. 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
  • 23. Managing 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
  • 24. Actions Further Quarry — In Short but Complete — CRM Software Using training — Sir/ Madam, may I help you now by giving more information regarding ACI
  • 25. Closing Greetings — Thank You for calling, please call whenever you need information regarding ACI Remember “First and Last impression remember forever”
  • 26. Have you any Questions