1. Telephone techniques to give
customers a positive experience

2. Telephone techniques to give customers
a positive experience
2

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. 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. Your voice is your most powerful tool
Pace
Volume
Clarity
Tone
Look up
Smile!
5

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. 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?
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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. Establishing Rapport
8

9. Challenging Behaviour
A good start is to see the behaviour as
challenging, not the person
9

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. Dealing with complaints
11

12. Dealing with complaints
Never say or do the following
12

13. Dealing with aggression
13

14. Dealing with vagueness
14

15. Dealing with unfriendliness
15

16. And if all else fails….
talk to your line manager
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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
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18. Closing the call
18

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. Thank You
Sweet TLC Ltd
www.sweet-tlc.co.uk