Index

IndexModule-1 Customer service Agent (inbound call centre) (35 sections) 70 hours

Customer Service Management customer first (5 sections) 10 hours

1. Introduction of call centre

2. What is customer service and Superior Customer Service Means?

Knowing Your Customers' Needs

3. Identifying Your Key Service Activities, Delivering Superior Service and Follow-Up

4. 8 rules for good customer service and 5 secrets of good customer service

5. 4 ways to outline your competitors customer service and The Ten Commandments of Great Customer Service

Mock calls- first ring (5 sections) 10 hours

6. Enquiry calls

7. Request calls 8. Complaint calls9. Random calls 10. Transferring and escalating processEnglish Language Enhancement-Learn from the Native (7 sections) 14 hours

11. THE USES AND FORMATION OF THE ENGLISH VERB TENSES

12. Introductory Clauses and phrases13. If constructions, quantifiers and subject verb agreement

14. Prepositions, connecting words and articles

15. Common errors in English

16. The verb to be and the passive voice of the verb to show

17. Questions and negative usages.

Neutral accent training-free from MTI (5 sections) 10 hours

18. Introduction of neutral accent and English accents

19. Consonant sounds with tongue twisters

20. Vowel sounds with tongue twisters

21. Intonation, stress word and sentence

22. Listening to accents and practicing A study of American and British culture (5 sections) 10 hours

23. American states and their capitals with alphabetical codes

24. Money, holidays, climate and their standard time

25. The UK a study of Scotland, Wales, England and Northern Ireland

26. Money, climate, holidays and their standard time

27. Assignments on American and British culture

Soft skills training politeness shows professionalism (4 sections) 8 hours

28. Courtesy, Honesty, Reliability and Flexibility.

29. Team skills, Eye contact, Cooperation and Adaptability. 30. good attitudes, self supervising and good references 31. Good attendance, Personal energy, Ability to measure and Personal integrity Interview Tips- The last cup of tea (4 sections) 8 hours

32. Self introduction or JAM (just a minute)

33. Common interview questions and HR round.

34. Group discussion and presentation

35. Mock interview

Module-2 Telesales Agent (outbound call centre) (13 sections) 26 hours

Selling techniques (2 sections) 4 hours

36. Tips for selling day 1 (tangible products)

37. Tips for selling day 2 (intangible products)

Mock calls (TELECOM, Banking, insurance and other products) (5 sections) 10 hours

38. Appointment and Follow up calls39. Customer satisfaction calls

40. Claims related calls (insurance products)

41. Verification, Payments and billing calls

42. Warning and Apologizing calls

Telephone etiquette (3 sections) 6 hours

43. Tips for making calls

44. How to improve the quality of your calls

45. Maintain the energy level throughout the calls

Assignments (3 sections) 6 hours

46. Assignment test-1 for Module 1

47. Assignment test -2 for module 2

48. Final Assignment (Module 1 and Module 2)Call centre-an introduction (section 1)A call centre is an office where a company's inbound calls are received, or outbound calls are made. Call centres are increasingly popular in today's society, where many companies have centralized customer service and support functions. Call centres provide work for many staff in customer service, sales and support functions. Call centres are often large offices staffed with representatives who either make or receive phone calls. Depending on the size of the call centre, a single office could have anywhere from a few dozen to hundreds of telephone staff. Depending on the needs of the company, call centres can make either incoming or outgoing calls. Some call centres focus on answering inbound calls, such as a Bank that give out a toll-free number for customers needing assistance. In that case, call centre representatives can give account balances and take loan applications over the phone. Other call centres focus on outbound calls, such as a survey company. In that case, survey representatives make outbound calls to ask people to answer survey questions over the phone.Call centres provide a number of advantages to companies. By centralizing telephone-based service and support in one location, companies can easily adjust staffing to match call volume. Call centres can be located almost anywhere, allowing companies to take advantage of time zones and cheaper labour rates in different states and countries. Call centres also centralize the technology needs of companies, allowing major telecommunication setups to be installed in a small handful of call centres instead of a number of smaller offices, making upgrades and training easier to complete.

Many call centres use a number of different technologies to help improve performance and customer experience. Inbound call centres often use automatic call distribution, in which incoming calls are assigned to representatives on the order they are received. Other call centres utilize call monitoring, in which customer calls are randomly monitored by Call centre technology evolves constantly, helping call centre staff assist customers more efficiently and effectively.

Call centres have been increasingly popular as outsourcing increases. With outsourcing, companies contract out some functions to other companies. As it can be expensive to maintain call centre equipment and staff, some companies choose to outsource their telephone functions to an external call centre. In this case, external call centre staff can be trained to answer phone calls from a number of different companies.

Call centre activity primarily falls under customer services and sales Since most of the time call centre staff are either engaged in solving problems or they are after new sales and hunt for leads. Of course if you want to satisfy both needs you can borrow from these two sets of skills. At the centre of the training activity, you should get the staff to master the art of communications. Without this essential skill it will be difficult to establish rapport with customers and it may prove difficult to manage them.

Outsourcing

Outsourcing refers to a company that contract with another company to provide services that might otherwise be performed by in-house employees. Many large companies now outsource jobs such as call centre services, e-mail services, and payroll. These jobs are handled by separate companies that specialize in each service, and are often located overseas.

There are many reasons that companies outsource various jobs.

The most prominent advantage seems to be the fact that it often saves money. Many of the companies that provide outsourcing services are able to do the work for considerably less money, as they don't have to provide benefits to their workers, and have fewer overhead expenses to worry about. It also allows companies to focus on other business issues while having the details taken care of by outside experts. A large amount of resources and attention, which might fall on the shoulders of management professionals, can be used for more important, broader issues within the company. The specialized company that handles the outsourced work is often streamlined and often has world-class capabilities and access to new technology that a company couldn't afford to buy on their own. Plus, if a company is looking to expand, outsourcing is a cost-effective way to start building foundations in other countries.

There are some disadvantages to outsourcing as well. One of these is that outsourcing often eliminates direct communication between a company and its clients. This prevents a company from building solid relationships with their customers, and often leads to dissatisfaction on one or both sides. There is also the danger of not being able to control some aspects of the company, as outsourcing may lead to delayed communications and project implementation. Any sensitive information is more vulnerable, and a company may become very dependent upon its outsource providers, which could lead to problems should the outsource provider back out on their contract suddenly.

While outsourcing may prove highly beneficial for many companies, it also has many drawbacks. It is important that each individual company accurately assess their needs to determine if outsourcing is a viable option.

Offshore outsourcing Offshore outsourcing is the practice of hiring an external organization to perform some business functions in a country other than the one where the products or services are actually developed or manufactured. It can be contrasted with outsourcing, in which the functions are performed in a foreign country by a foreign subsidiary. Opponents point out that the practice of sending work overseas by countries with higher wages reduces their own domestic employment and domestic investment. Many customer service jobs as well as jobs in the information technology sectors (data possessing, computer programming, and technical support) in countries such as the United States and the United Kingdom - have been or are potentially affected.There are four basic types of offshore outsourcing: ITO Information technology outsourcing BPO Business process outsourcing covers things like running call centers, processing insurance claims. Software R&D offshore software development

KPO - knowledge process outsourcing covers things that require a higher skill set such as reading X-Rays, performing investment research on stocks and bonds, handling the accounting functions for a business or executing engineering design projectsBPO and KPO

BPO (Business Process Outsourcing)A particular process task is outsourced. BPO works could be either back office related or front office work.

By front office functions we mean customer oriented work like marketing, answering calls, technical support and so on, Whereas internal work like billing and purchase come in the back office category. BPO works include Multimedia/ animation, book keeping, business consultancy, CAD/ CAM, call centre, DTP, data entry, proof reading and editing, typesetting, handwriting services, marketing, medical billing and transcription, web design and development etc KPO (Knowledge Process Outsourcing)

as an evident from the description, BPO activities involve carrying out standardized processes for the client.

KPO typically calls for work that needs higher levels of involvement from the worker. The worker has to employ advanced levels of research, analytical and technical skills and has to make decisions of a higher order than BPO work. Examples are pharmaceutical research and development, patent/ intellectual property research, animation and simulation. Data research and analysis, legal services, content writing and development and database development services. KPO industry is less old and mature than the BPO sector.

Apart from BPO and KPO, ITO or Information Technology Outsourcing is another major category. ITO is usually overseen by the CIO of an organization. However the CIO is often called in to manage BPO and KPO operations where no significant IT skills are involved. This is due to the expertise the CIOs would have developed in outsourcing negotiations. What Is Globalization?

Globalization is a process of interaction and integration among the people, companies, and governments of different nations, a process driven by international trade and investment and aided by information technology. This process has effects on the environment, on culture, on political systems, on economic development and prosperity, and on human physical well-being in societies around the world. Thomas Friedman, an author, has said that this current wave of globalization is farther, faster, cheaper, and deeper.

This current wave of globalization has been driven by policies that have opened economies domestically and internationally. During the past two decades, many governments have adopted free-market economic systems, vastly increasing their own productive potential and creating myriad new opportunities for international trade and investment. Governmentsalso have negotiated dramatic reductions in barriers to commerce and have established international agreements to promote trade in goods, services, and investment. Taking advantage of new opportunities in foreign markets, corporations have built foreign factories and established production and marketing arrangements with foreign partners. A defining feature of globalization, therefore, is an international industrial and financial business structure.

Technology has been the other principal driver of globalization. Advances in information technology, in particular, have dramatically transformed economic life. Information technologies have given all sorts of individual economic actorsconsumers, investors, businessesvaluable new tools for identifying and pursuing economic opportunities, including faster and more informed analyses of economic trends around the world, easy transfers of assets, and collaboration with far-flung partners.

Globalization is deeply controversial.

Proponents of globalization argue that it allows poor countries and their citizens to develop economically and raise their standards of living While opponents of globalization claim that the creation of an unfettered international free market has benefited multinational corporations in the Western world at the expense of local enterprises, local cultures, and common people. Resistance to globalization has therefore taken shape both at a popular and at a governmental level as people and governments try to manage the flow of citizens of all nations need to understand how globalization works and the policy choices facing them and their societies.

Section -2

What is customer service and Superior Customer Service Means?

Knowing Your Customers' Needs

What is customer service?

Customer service is an organization's ability to supply their customers' wants and needs. Customers and business managers alike like to talk about what good customer service is, but excellent customer service is the ability of an organization to constantly and consistently exceed the customer's expectations."

Finding new customers is much more expensive than retaining existing ones. Customer service is more than just keeping customers happy. It's about revenue, because a lost customer means lost revenue and an unhappy customer can damage your reputation.

Some aspects of effective customer service are:

knowing your customers' needs;

identifying your key service activities;

delivering superior service;

Follow-up.

In a competitive marketplace it makes sense to aim to provide superior service. Customers base their purchasing decisions on the service they receive, not just price, quality and availability.

Build superior customer service into your business:

Incorporate customer service strategies into your business and marketing plan.

Develop a business vision that reflects your commitment to good customer service and let your customers know about it.

Make sure everyone involved in your business shares your commitment.

Customer service check:

Do you tend to over-promise and under-deliver?

Are there opportunities to improve your service?

Do you know if your customers value your customer service initiatives?

Do you have systems in place to deal with unhappy customers? Assignments on customers

Different types of customers and their buying habits

How to deliver better service for different customers

What Superior Customer Service MeansWord-of-mouth referral is the most effective form of promotion. It costs nothing and carries a lot of credibility as it is based on personal experience.

Satisfied customers not only tend to return to buy again from you but are also likely to talk positively about your business to others. A bad customer service experience is shared with around 10 other people who are likely to tell another 10. Superior customer service is service that exceeds your customers' expectations and will make your business stand out from your competitors'. To be effective, customer service must be consistently good in every part of your business. From the moment the customer thinks of purchasing, right through to thefinal sale, there are opportunities for the business to add customer service to the process. Better Business TipGo to any amount of trouble for all of your customers.Don't treat "big" or "small" customers any differently. Customer referrals are powerful and a customer who feels complimented that you've gone out of your way to help them with a small matter is very likely to know someone who'd fit into your "big and best" customer category.

Knowing Your Customers' NeedsThere's no point providing services that are not valued by your customers. It's, therefore, important that you develop a good understanding of their needs.

Some ways of achieving this are:

Regularly ask your customers about your business services.

Provide feedback forms for your customers to complete.

Phone or visit customers at critical points, e.g. after the initial sales, and ask if your product or service meets their needs.

Consider using an outside agent to get feedback from your customers.

Welcome customer complaints and manage these promptly and positively to avoid loss of customers and negative word-of-mouth.

Keep a list of customer complaints to identify any patterns and the cause of dissatisfaction.

Learn what your competitors are doing to achieve customer satisfaction.

Customer feedback is most effective when:

you hear both positive and negative feedback;

you obtain feedback regularly;

The feedback is focussed on what the customer wants or doesn't want.

Section-3

Identifying Your Key Service ActivitiesEvery interaction you have with your customers offers you an opportunity to impress them and create a positive perception of your business. It is useful to identify those key service activities so that you can review your performance and decide on what initiatives you can take to provide superior service.

Typical interactions include:

responding to phone calls;

providing product and service information;

taking customer orders and discussing service requirements;

sending follow-up documentation, eg to confirm orders;

billing and managing payments;

after-sales service;

Dealing with after-sale complaints.

Better Business TipWhen communicating with your customers, keep your language positive. Rather than say, "We won't be able to see you before Friday", rephrase your statement to "We'll be able to see you on Friday." Presenting a positive manner and approach in even the smallest ways contributes to an overall positive impression of your business.

Delivering Superior ServiceConsider some key factors that contribute to superior customer service. Provide a complete experienceStep back and make sure that all your customer needs are met from the beginning to the end of the sales process. Make the customer feel valued, even after the sales process is complete, e.g. by offering after-sales help such as installation.

Reliable serviceDeliver your products and services on time and as requested.

Accountabilitytakes full responsibility for providing high-quality products and services. Make sure you honour guarantees/warranties on your products.

EfficiencyDeliver your product/service with minimum hassle for your customers.

AssuranceCreate customer confidence in you through your professional approach and demonstrated knowledge of your product/service. Customers must be able to trust your word so always act on your promises.

Attention to detailAttend to even the smaller details. Show you care and that you are prepared to provide individual attention to every customer.

Appearancemakes sure your image and appearance reinforce customer confidence in your services.

Keep customers regularly informed on progress and developments - but make sure this is welcomed by the customer.

Recovery strategiesPut processes in place to allow you to recognise problems when they arise and take action to fix them. Value addingExplore can offer you a little bit extra, such as supplying complimentary products or services after the initial sale, or providing valuable follow-up information.

Better Business TipOne of the most important things your customer expects from you is accuracy. You've probably thought the same yourself as a customer. "If they can't even send my account to the right address, how can they look after my ...", or "I ordered herb bread and you've brought out garlic. How hard is it to get THAT right in a restaurant?" Make sure your employees are well aware that any information given or sent to customers must be accurate.

Follow-Up

Your customer service initiatives don't have to stop when the sales process is complete. Following up with your customers can reap benefits through repeat purchase and referrals. However, any initiative you take must be seen by the customer to be value adding.

Initiatives to consider:

Send thank you notes.

Make follow-up calls to check that the product or service has been satisfactory.

Provide an e-newsletter or use email alerts for new products/services.

Recognise customer achievements through certificates or awards.

Make follow-up visits without necessarily making a sales pitch.Assignments-

What is service industry?

List the importance of service industry

List the sectors in service industry

The role of call centres as the first touching points for the service industry

The important of retaining the customersPresentation

Sales and Marketing

How to market service products

How to sell service products

The changing marketing systems since globalisation

How to retain customers in the international competitive market

Section-4

8 rules for good customer service

Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business wont be profitable for long.

Good customer service is all about bringing customers back. And about sending them away happy happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.

If youre a good salesperson, you can sell anything to anyone once. But it will be your approach to customer service that determines whether or not youll ever be able to sell that person anything else. The essence of good customer service is forming a relationship with customers a relationship that that individual customer feels that he would like to pursue.

How do you go about forming such a relationship? By remembering the one true secret of good customer service and acting accordingly; You will be judged by what you do, not what you say.

I know this verge on the kind of statement thats often seen on a sampler, but providing good customer service IS a simple thing. If you truly want to have good customer service, all you have to do is ensure that your business consistently does these things:

1) Answer your phone.Get call forwarding or an answering service. Hire staff if you need to. But make sure that someone is picking up the phone when someone calls your business

2) Dont make promises unless you will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception. If you say, Your new bedroom furniture will be delivered on Tuesday, make sure it is delivered on Tuesday. Otherwise, dont say it. The same rule applies to client appointments, deadlines, etc... Think before you give any promise because nothing annoys customers more than a broken one.

3) Listen to your customers.

Is there anything more exasperating than telling someone what you want or what your problem is and then discovering that that person hasnt been paying attention and needs to have it explained again? From a customers point of view, I doubt it. Can the sales pitches and the product babble? Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem. 4) Deal with complaints.

No one likes hearing complaints, and many of us have developed a reflex shrug, saying, You cant please all the people all the time. Maybe not, but if you give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service.

5) Be helpful - even if theres no immediate profit in it.

The other day I popped into a local watch shop because I had lost the small piece that clips the pieces of my watch band together. When I explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to my watch band and charged me nothing! Where do you think Ill go when I need a new watch band or even a new watch? And how many people do you think Ive told this story to?

6) Train your staff (if you have any) to be ALWAYS helpful, courteous, and knowledgeable.

Do it yourself or hire someone to train them. Talk to them about good customer service and what it is (and isnt) regularly. Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, I dont know, but so-and-so will be back at...

7) Take the extra step.

For instance, if someone walks into your store and asks you to help them find something, dont just say, Its in Aisle 3. Lead the customer to the item. Better yet, wait and see if he has questions about it, or further needs. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people.

8) Throw in something extra.

Whether its a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And dont think that a gesture has to be large to be effective. The local art framer that we use attaches a package of picture hangers to every picture he frames. A small thing, but so appreciated.

5 secrets of good customer service

Good customer service is the bread and butter of your business.

Build Business to Customer Loyalty

Provide true customer service. The Customer is always Right. Be honest with your customers Educate your staff to be equally as concerned about your customers as you are

In todays market environment, service has become a clich and it seems like everyones doing it. So, if everyone is doing it, why not jump ahead of the wolf pack by providing even more creative, personalized service to your customers than your competitors can? One size shoe does not fit all feet. Nor is one type of customer service suitable for all your customers. Lets say your advertised featured customer service is Home Delivery. The first customer may welcome this Home Delivery because its difficult for him to get out and shop in person. But your second customer may enjoy window shopping and carrying his purchases around with him as he goes from shop to shop. He is not the least interested in your home delivery service. The Customer is always Right. If a customer comes to you about a complaint, be very serious about how you handle it. Is the customer upset and angry? First, calm him with words and action and show that you are serious about doing something to correct the problem. Even if it is obvious that hes wrong, sometimes its better for repeat business to take the loss and compensate the customer. When your customer is satisfied that his complaint has been properly addressed, thank him for bringing the problem to your attention. Remember, no amount of advertising can repair the damage done by failing to properly address a customers concern. Even more damaging to a small business is the silent complainer. Thats the customer who simply walks out of your shop without saying a word, and you never see him again. These silent complainers have friends. And their friends have friends.

If your customer even suspects that you are trying to pull something over on him, you can kiss that customer goodbye - permanently! Were you fortunate enough to purchase an item from a wholesaler at a discount price? Instead of being tempted to richly improve your bottom line, pass that saving on to your customer. This will ingrain confidence in your customer so that, in the future, your customers will know where to come for REAL savings. If your customer asks you for advice on a product, dont try to sell him the item that best enhances your bottom line. Sell him the item thats best for your customer. In the long run, your bottom line will thank you for having made this choice. If you arent taking care of your customers, your competition will. Print that advice out in large, bold letters and past it above your cash register.

Assignments

How to educate customers on products?

The importance of educating the customers on products

AHT- Average handling time with a customer

Section -5

4 ways to outline your competitors customer service

Theres no real secret to getting your customers to come back. All you need to do is provide customer service that exceeds your customers' expectations and outshines your competitors' customer service.A research on customer service Acumen Research Group surveyed more than 1,000 Canadian retail, banking and Telco customers

To determine what made them behave loyally and what made them leave long-term relationships

43 percent of respondents abandoned a provider to which they declared themselves loyal because of a negative experience with a staff person

30 percent of respondents reported that having the feeling they are not treated as valued customers by the staff has been the main reason for taking their business elsewhere. Shiny customer Service is service with a capital S

Service that makes your customer feel special

Service that makes him or her wants to come back and do more business with your company, and recommend your business to his or her friends.

So how can you provide customer Service that shines? Follow this plan to ensure customer service that will dazzle customers and competitors alike:

1) Determine what makes what you offer special.

Study the competition. Think about their customer service and the customer service you provide. What can you offer your customer that is better than the competition? There are sure to be aspects of your customer Service that you can promote as Special.

Make a list of all these ideas for providing customer service. If you sell a product, and your competitor doesnt offer it already, perhaps you can offer free local delivery.

If you sell a service, such as bookkeeping or accounting, perhaps you can focus on turnaround times that are faster than your competitors- providing the good customer service that will give your business the edge. 2) Study the customer service ideas on your list and examine their feasibility.

Can you really guarantee that you will always stick to your written estimate or provide a faster turnaround time than your competitors? If you arent sure, or cant do it, cross it off your customer service ideas list. Customer service that shines carries that same kind of guarantee; its not a sometimes proposition. So only choose what you can definitely do one hundred percent of the time.

3) Choose one or two of your shiny customer service ideas and implement them.

Whats on the front of every Searss catalogue besides a picture, their logo, and their phone number? Were always open! Prices guaranteed until Sears emphasizes its customer service on every catalogue cover. You need to make your customer service a prominent feature of every ad too, so people automatically associate it with your business. While one of the big payoffs of your shiny customer service will be the great word-of-mouth advertising it generates, this takes time, and you need to help it along by getting the word out. Dont be shy! Solicit customer service testimonials from satisfied customers that you can use in print ads, such as in newspapers, magazines, and on your website, if you have one, or can at least use as references for new potential customers.

4) Stay proactive and keep gathering customer service ideas.

Listen to your customers and find out what kind of special customer service they want. You can do this formally, by creating a customer satisfaction feedback form that you enclose with every sale or post on your website, or informally, by asking them for their customer service ideas when they're in your store or office. Customers are tired of dealing with retailers that ignore customer service or only pretend to have it, and as always, theyre voting with their dollars. Shiny customer Service will draw customers to your product or service, rather than competitors', and bring them back in droves.

The Ten Commandments of Customer Service

1. Know who is boss. You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know what they want and how you can provide good service. Never forget that the customer pays our salary and makes your job possible. 2. Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer? Effective listening and undivided attention are particularly important on the show floor where there is a great danger of preoccupation - looking around to see to whom else we could be selling to.

3. Identify and anticipate needs. Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.

4. Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance. On the show floor be sure that your body language conveys sincerity. Your words and actions should be congruent.

5. Help customers understand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time to explain how your systems work and how they simplify transactions. Be careful that your systems don't reduce the human element of your organization. 6. Appreciate the power of "Yes". Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it. Figure out how afterwards. Look for ways to make doing business with you easy. Always do what you say you are going to do.

7. Know how to apologize. When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve. Even if customers are having a bad day, go out of your way to make them feel comfortable.

8. Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate you above the competition. Consider the following:

What can you give customers that they cannot get elsewhere?

What can you do to follow-up and thank people even when they don't buy?

What can you give customers that are totally unexpected? Get regular feedback. Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services.

Listen carefully to what they say.

Check back regularly to see how things are going.

Provide a method that invites constructive criticism, comments and suggestions. Treat employees well. Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your employees with respect and chances are they will have a higher regard for customers. Appreciation stems from the top. Treating customers and employees well is equally important.

Section 6

Mock calls

Inbound call centres receive three types of calls, which include enquiry calls, request calls and complaint calls. Enquiry callsEnquiry calls are those calls, where the customers enquire about the products and service provided by the companies.

Let assume, if you are working for telecom call centre-how you should handle the enquiry calls.

Enquiry call-1 (etisalat) CSR: Good Morning, this is ---------, how may I help you today?

Customer: I would like to know the procedure of taking a pre-paid connection.

CSR: Certainly, I can help you. May I know your fast and last name?Customer: I am Mohammed Anas.

CSR: May I know your nationality.

Customer: I am from Pakistan

CSR: Thank you very much Mr.Anas. Etisalat offers a pre-paid connection for DH 165, where you have DH 10 free talk time initially. Later you can recharge as much you want, which start from the bottom of DH 25. To get the activation, you have to submit Xerox of your passport, which will be activating within 2 hours. Moreover, you can walk in any of our etisalat office or any other retail outlets for new connection.Customer: Thank you very much.

CSR: Its my pleasure, is there anything else I may help you today?

Customer: No

CSR: Thank you for calling etisalat and have wonderful day.

NB: Verification is not requiring for enquiry calls.

Assignments:

Banking products

Insurance products

Airways

Entertainment channel

Reservation procedure

Section-7

Request calls (Verification is mandatory)We deliver this service only for existing customers after a proper verification. If the customer fails in the verification, the CSR wont provide this service to the customers due to security reasons.

Request call-1 (etisalat)

CSR: Good Morning, this is ---------, how may I help you today?

Customer: I would like to have my detailed bill.CSR: Certainly, I can help you. May I know your fast and last name?

Customer: I am Mohammed Anas.

CSR: May I have your Post paid connection number.

Customer: 050-9301618

CSR: May I know your nationality.

Customer: I am from Pakistan

CSR: Could you please verify your Date of birth for verification reasons?

Customer: 23-04-1975

CSR: thank you for the verification. Mr. ANAS. Could you please confirm me the month, which you need the detailed bill?

Customer: Sep 2008 and Oct 2008

CSR: Thank you, Mr.Anas I will be sending you the detailed bill of sep 2008 and Oct 20008 by courier, which will reach within three days. Is it fine Mr. Anas ?

Customer: yes

CSR: is there anything else I may help you today?

Customer: No

CSR: Thank you for calling etisalat and have wonderful day.

Assignments:

Banking products

Insurance products

Airways

Entertainment channel

Reservation procedure

Section -8

Complaint calls

How to Handle Angry CustomersIf you own or run a business, or even work at a business where you serve customers, there are going to be displeased customers. These simple steps may help you make your angry customer happy. Be patient. An irate patient won't be placated by anything but a satisfactory resolution to their problem. Getting angry back at them won't help.

Approach the angry patient and ask what they are displeased with. Usually restating the issue they are having will help to calm them. For example, say, "I can understand your frustration with that policy."

If they ask for the manager, get him/her quickly and do your best to solve the problem.

After they address the problem, apologize for taking their time and inform them that your work will do everything possible to correct it. Then, make sure you and your coworkers do everything possible to correct the situation.

Compliment them after the discussion. Say something to the effect of, "It's people like you that help our business."

The next time they come back, ask how their day is and do everything possible to be polite. TIPS

Always be polite!

Try not to take their complaint personally - even if it's about your own job performance. If you feel yourself become emotionally involved in the issue, it is best to step aside and let another employee handle the situation.

Think about how you would want a problem handled if you had a complaint. Then, treat your angry customer as you would want to be treated.

If you simply cannot give the customer what they want, give them something for free (you may need a manager's approval) to make up for it.

Make the angry customer want to come back again.

A customer complaint can be a vehicle for customer retention. If you handle the customer appropriately and apologize effectively you can turn a negative into a positive.

How to Handle an Irate Customer on the PhoneOne of the most important obligations for any business owner is to ensure that his customers are satisfied. An often time, that includes talking to a customer for whatever reason, is angry. Being able to help an angry or frustrated customer and keep him as a customer is both a skill and a gift. Tactics for dealing with an upset customer over the phone is something that can be taught. Possessing this skill will help make you a very valuable employee. Here's how to handle an irate customer on the phone.

Listen, listen, and listen. Let the angry client talk through his problems and get it all out of his system. This step is important because the more time a customer spends airing his grievances, the more time he has to calm down.

Allow the client to express his opinions. Do not yell or curse at the customer. Do not, however, allow the client to be abusive toward you.

Maintain your personal integrity at all times. If the customer is abusive, say calmly "I understand you are frustrated, and I want to help you, but let's remain professional."

Be sympathetic. Make sure the customer knows that you understand his frustration and acknowledge the mistake that has been made. Recognize the customer's feelings about the mistake - how it must have felt to be the customer in this situation.

Be empathetic. Listen actively. Restate the customer's complaint, "reflecting" his or her feelings back to him or her. That will let him/her know you are listening and that you understand his or her feelings.

Ask questions. After he completes his story, ask about the facts and details of the matter at hand. Move into problem solution mode -- know when to ask open-ended questions, when to stick with "yes" or "no" questions.

Apologize. Let the customer know you are sorry they have had a tough time (even if it's not really your company's fault - many times, an irate customer just wants to know someone cares that s/he is inconvenienced). A simple, "I'm so sorry this happened" will do. If you find that your company is at fault, definitely apologize again. Be sure to be sincere.

Offer to try to fix the problem. Imagine that this was happening to you, and what you'd want done.

Ask what will make the client happy. If he is without any ideas, recommend some.

Have the client agree to a possible solution to the matter. He will be happier if he feels he had some say in how his complaint will be handled.

Always "recap". Restate again every change you've made, and every new charge/adjustment you've made.

Write a clear, concise log of the incident so the rest of your staff is prepared in case there is follow-up needed. What would you want to find in the notes if this customer called back? Tips

After the complaint is handled, follow up and be sure the solution worked. Keep a complaint log. If you see the same thing keeps popping up you can recommend a change in policy that will improve things. Don't forget to thank the customer for taking the time to speak with you and work on a solution. A complaining customer has done you a favor. He has identified a problem in your business and he has given you the chance to keep his business. If you lose a client, you lose his business, the business he would have referred to your company, and any people he might scare off by word-of-mouth.

Always say "I'm sorry" even if it's not your mistake so that he/she will calm down and realize that your helping him by looking into his problem and you will act soon on his concern. Assignments

Banking customers

Insurance customers

Airways customer

Entertainment channel customersBring with many scenario to do mock calls Steps to follow on complaint calls

Use Soft skills for better communication Provide correct information Transfer procedure for escalation process Giving assurance and taking ownership of the calls No local disconnect Use proper hold procedure No room for emotions

Show your professionalism throughout the call

Dont forget to log the calls

Inform immediately the concern department for quick solutions

Section-9

Random calls How to Talk Professionally on the PhoneHow many times have you spoken with someone on the phone and thought to yourself how unprofessional they were? Make sure others aren't saying the same about you. Answer the phone in as few rings as possible. No one likes to be made to wait.

Identify yourself and the company you work for (if at work) as soon as you answer. "Thank you for calling wiki How, this is John speaking."

Always assume someone from your organization is listening in on the conversation. Organizations adding this ability in will usually announce it AFTER the have installed and used it. Always ask before putting someone on hold, and wait for a reply. Check that the intended recipient is happy to take the call. If somebody asks if they can speak to someone specific, tell the caller that you will "try their line" before putting them on hold and checking that the recipient is a) available and b) ready to speak to them. Use correct grammar. Always remember to say "Jane and I" for your subject, and reserve "me and Jane" when you are the direct object (i.e. "Jane and I went to the store" vs. "He talked to me and Jane"). Do not leave the word "at" dangling at the end of a sentence. Ex.: "I do not know where it is at." That old adage, "the customer is always right" holds some truth - however not all the time. The one thing you can count on, though, is that you will never win an argument with a customer. When the customer is wrong, gently explain the correct "truth", in a positive manner. If the customer gets upset and his tone changes to one of annoyance or anger, do not mirror him. Maintain your pleasant tone! "Reflect" his or her feelings back, so that s/he feels you have really heard the complaint; saying things like, "I can hear how frustrating this is for you, and I'm so sorry for that" can go a long way toward soothing an irritated client. If the customer is not satisfied, ask what he or she would like do. Consider it and accept it or tell the customer why you cannot accept. Offer alternatives, if possible. Phone conversation lacks the obvious input of body language; the recipient on the other end will receive your true intentions through the actual tone of voice you use during the call. Your tone will say more than the actual words that come out of your mouth. Having said this, smile when you speak on the phone! This point of smiling really hit home with the senior management of a call center, and they placed little mirrors at each of the Agent's stations that said: "What you see is what they hear." Use the callers name, whenever possible its shows that you are a good listener and adds a personal touch "I'm sorry John, but Mark isn't available at the moment can i help you with anything or can take a message?" When calling another person, identify yourself first. For example, say "This is Mary Hunter calling for Louis Meyer, please." Remember to close your conversation with a professional closing. End your conversations with a sincere "Good-day", or "Thank you".

Tips Avoid "Ah," "Um," "Like" and other meaningless 'filler' words or sounds. Be aware of background noise on your side and how the recipient will interpret it. If you must cause the other party an inconvenience, apologize profusely. Do not chew gum, eat or drink while on the phone with a caller Avoid using the mute or hold button when serving a customer. This should only be used when additional help is needed from a supervisor or 'coach'. If you recognize a problem caller that is likely to complain about you, act preemptively. Contact a supervisor and request that they either take the call themselves or monitor the conversation. Workers in call centers have had retractions of reprimands by using this method. If the reprimand was made because of that caller, the manager can see that the caller escalated the situation. This is especially true if the supervisor takes the call, and the problem caller calls back to then complain about the supervisor! (This has happened, and it greatly reduces the credibility of that caller.) If logs are kept about accounts at your organization, make note when the caller behaves badly (not if they are just angry). Assignments 2,3 and 5 minutes calls-for any sectors

More than 5 minutes calls

List good vocabularies to use on phone Mock test Level 1

Mock test level 2Section-10

Call transferring procedure and Escalating processIf a customer wrongly dialled in your department, you have to transfer the call to the concern department. There are many procedures to follow while you transfer your call.

1. Take the customer permission before you transfer the call

I am extremely sorry Mr. -------, your call has been reached to the wrong department. May I transfer your call to correct department.

If the customer say yes

2. Take the customer permission before you hold him or her for transferring

May I place you on hold for a minute while I transfer your call to Mr. ----- from ----- department? if the customer says yes- then proceeds.3. Introduce your customer to the department

Mr. -------, this is --------- from ------- department, I have Mr. -------, is on line and his call wrongly came to our department, may I transfer his call to you.4. Come back and connect directly-

Thank you for being on hold Mr. -----, Mr. ------, from ------ department will help you now,

Enjoy our service, thank you.

Transfer directly to that department.

Escalating ProcessIf the customer insists to speak to your superiors or floor managers, how will you handle it?

1. Convince the customer by giving assurance and taking responsibility of the call.

2. still the customer is insisting, then put the customer on hold, following the hold procedure.3. Check the team leaders or floor managers are available. If they are available, try to explain the scenario, what had happened and what the customer wants?

4. After thanking the customer thanking for being on hold Mr. ----, our floor manager can help you regarding this concern. May I transfer the call to our manager?

Then transfer directly-

Assignments

Mock calls