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- 2. Goals Improve comfortand 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 toManage 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 DoI 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 YouImprove? 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 ofthe 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, Thankyou 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
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- 12. Speak Confidently ListenMore Not Fumbling Not using local language Not Using Negative word Be positive
- 13. Negative Words • “She’snot 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 • Keepit 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 • Askif 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 • Recognizingthe Signs of an Angry Caller: • High-pitch speech • Long pauses • Sighs • Demands • Short-terse answers • Volume gets louder
- 20. Problems of theAngry 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 forResolvingthe 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: • Acaller 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 AbusiveCallers: • 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 — InShort but Complete — CRM Software Using training — Sir/ Madam, may I help you now by giving more information regarding ACI
- 25. Closing Greetings — ThankYou for calling, please call whenever you need information regarding ACI Remember “First and Last impression remember forever”
- 26. Have you anyQuestions