Download - Telephonic Skill
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7/31/2019 Telephonic Skill
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7/31/2019 Telephonic Skill
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Why customer service matters?
Commercial survival in this competitive market
Job security in ever threatening environment
Good self image in this professional era
Compaqt S o f t w a r e s
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7/31/2019 Telephonic Skill
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The telephone is part of customer service. It is theavenue through which many of our customers get their
An importance of telephonic etiquette
first impressions of our business. Telephone etiquette isso critical because satisfying customers over the phoneis often more challenging than serving face to face.
Lets have a quick tips on How to deal with client onphone?
Compaqt S o f t w a r e s
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7/31/2019 Telephonic Skill
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Pick up the call in not more than two rings Greet the clients first Self Introduction
Opening of the call:
er ass s ance Listen carefully Remember callers name and use it during conversation
Good Morning, This is Surya on the line from Compaqt Softwares,How may I assist you today?
Compaqt S o f t w a r e s
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7/31/2019 Telephonic Skill
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Seek Permission
Give Reason Get the customers response Revert In time
Putting customer on hold:
Mr. Joshi, may I put you on hold as I need to check the status withour service division?
Thank you for staying on line, I would require few more minutes toget you the information. So, would you prefer to stay on hold or acallback from our side?
Thank you for staying on line, I appreciate your patience Compaqt S o f t w a r e s
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Seek Permission Give Reason Give the details of the customer to whom line is being
Transferring the call:
Inform the customer about the person to whom line isbeing transferred
May I put on hold while I transfer your call to our manager?
Im transferring your call to our HOD, Mr. Shabber
Shabber, I have Mr. Vyas on line who has following complaintCompaqt S
o f t w a r e s
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7/31/2019 Telephonic Skill
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Call Closure:
Summarize Information to be given Further assistance Closing Script
Summary Is there anything else I can help you with? This wasSurya on the line and thank you for calling! Have a pleasant day.
Compaqt S o f t w a r e s
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WORDS18%
Factor effects on tele-communication:
TONE82%
tone of voice
words used
Compaqt S o f t w a r e s
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7/31/2019 Telephonic Skill
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Expresses positive feeling or emotion.
Magic of Tone:
. . , ,Angry, Bored, In a Hurry & Interested)
I have just lost my job.Today is our monthly event.
In Raghukul dying they have again problem in VAT report.Is there anything else I can help you ?
Compaqt S o f t w a r e s
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7/31/2019 Telephonic Skill
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Emphasizing words to enhance message. Lets Practice!!!!!
The effectiveness of Variation:
Read the following sentence with emphasizing the bold word:
I want you to attend this call by today itself
I want you to attend this call by today itselfI want you to attend this call by today itselfI want you to attend this call by today itself
Compaqt S o f t w a r e s
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7/31/2019 Telephonic Skill
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Try to focus on your Vocal qualities:
Volume Peach Clarity
Try to speak the following sentence with different vocal qualities:
Today where you were whole the day?Today I went to attend the call.Have you solved the clients complaint?
Compaqt S o f t w a r e s
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7/31/2019 Telephonic Skill
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Dealing with complaints (Do):
Take a deep breath
Keep your voice enthusiastic and friendly
Listen to what is being said, take notes Restate the problem as you heard it
Get the speakers name and telephone number Sympathise without being disloyal
If the organisation is at fault, apologise Never give excuses
Send the customer away with something If you promise something (e.g. to call back) - do it
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Dealing with complaints (Dont): You are through to the wrong department
It's not my fault I didn't deal with this Will you write in (a solution is needed now)
We are having lots of problems you're actually thesixth one today
Interrupt - they will start all over again Automatically accept liability
Jump to conclusions Talk down to the caller
Lose your temper
Appeal for sympathy
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5 Steps to listen effectively:When we listen we
ece ve Interpret
Evaluate
commit to memory
Respond
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Barriers to Active Listening:
BoredomUrge to speak
Pre-conceivednotions
Environment
Lack of timeImpatienceIts my job to talk
not listen
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Establish Good Rapport:
Use the customersnameBe polite
Take it personallyBe confrontationalBe sarcastic
Do Dont
Be honestGive your fullattentionSmileEnjoy what you doTake ownershipFollow up
Use negative wordsTighten your faceMake excusesLiePass the buck
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How to deal with telephonic sales inquiry?
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Last but not least:
Remember your Lastcall should be always
Compaqt S o f t w a r e s
like your first call
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Thanks for attendingthe session.
Happy Calling time.!
Prepared & Presented by: Irfan Shersia