1. 1. TELEPHONE ETIQUETTE .
2. 2. BASIC RULES ANSWER THE CALL QUICKLY & NOT MORE THAN 3 BELLS RING WHILE SPEECH Speak Clearly & Slowly ( 125 Words Per Min ) Use Of Simple Words WHILE LISTENING Listen & Clarify If Unsure Repeat Relevant Information To Show Good Understanding Focus And Avoid Unrelated Action To The Call
3. 3. 8 GUIDE FOR EFFECTIVE LISTENING 1. Attentive And Show Interest 2. Listen To The Speakers Understanding 3. Hear The Speaker With No Interuption 4. Judge The Content Silently ( Eg:to Know Which Category Issue ) 5. No Quick Assumptions 6. Avoid Being Prejudice 7. Resist Distractions 8. Repeat Relevant Information ( To Test Own Understanding )
4. 4. DOS AND DONTS DOS HAVE A WRITING PAD OR USE COMPUTER PADS GREET CALLER IDENTIFY THE ORGANIZATION DEPT ETC BE CHEERFUL ( SMILE IN VOICE & MODULATE TONE ) USE SUITABLE WORDS (EG: HOW MAY I HELP YOU? & NOT WHAT DO YOU WANT? SHOW RESPECT TO ADDRESS CALLER ( SIR/MADAM OR STATUS DATO/Y.B ) HELPFUL TO PROVIDE EXTRA INFORMATION OR ALTERNATIVE LINE REMEMBER TO HANG UP POLITELY TOO SAYING SORRY FOR WRONG DOING IS NEVER WRONG
5. 5. DOS AND DONTS DONTS LEAVE PHONE UNANSWERED MORE THAN 1 MIN CUTLINE OFF (ABANDON CALLER WITHOUT CLOSING CALL) INTERRUPTING CALLER EAT, DRINK, CHEW OR MUNCH CURSE, SWEAR OR YAWN SHOUT OR SPEAK LOUDLY RUSH THE CALLER BREATHE HEAVILY OVER MOUTHPIECE TRY TO OUTSMART CALLER NOT ENCOURAGED
6. 6. DOS AND DONTS LOSE TEMPER OR PATIENCE ARGUMENTS DISCUSS PERSONAL OR DEPARTMENT/COMPANY POLICIES CONDEMN / COMPARE WITH COMPETITORS FALSE & INACCURATE INFORMATION MAKE PROMISES WITHOUT PRIOR CHECK NOT TREATING ALL CALL EQUAL IMPORTANCE (BREAK HOUR CALLS)
7. 7. ACTIVITY 1 Youre a telephone staff in a major airline company, you encounter customer problems & concerns daily. Most customers have a clear state of their wants and open to new knowledge and information, but there are always some customers that is challenging You received a call from an angry customer which seat is cancelled due to the expiry of the ticketing time limit. The customer claim its unfair to expect him to purchase ticket sooner as he only travels next month. How would you respond appropriately to the customer and others like him? LET US HELP YOU..
8. 8. Reasons for customers get mad/upset? Expectations have not met Treated rudely or discourteous manner Miscommunication Given unsatisfactory replies Embarrassed at doing something wrong / incorrectly You / your organization argued with customer
9. 9. Types of Customer Angry Impatient Upset Talkative Immature (problems; make excuses/blame others) Special Needs (disable) Superior (impression they are superior from agent; rude) Older (50 above; incapable to make decision) Non-committal (difficulty making decision; seek more info; did past mistakes)
10. 10. Ways To Handle Them Show empathy, let customer knew you understand their situation Apologize for situation Probe for more information Repeat their concern to reassure Show you value their patronage Explain their options to be done Summarize theirs and yours action End pleasantly
11. 11. Asian Crisis (Languages) Speak slow and clearly Avoid slang terms which is hard to translate Dont pretend to understand customer Ask question & repeat what you understood No frustration to understand the customer Ask customer to call again with an English / Malay speaking friend If all fail, connect them to colleague which talks their language
12. 12. Conclusion to Overall Situations Be calm and pay extra attention to each customer Be transparent but with limited organizations information Know the difference between firm and rude Show high respect and attention Every customer are VALUABLE Take decision fast but the right one No harm by rechecking solutions while customer explain Encouraged to have multi-task but only work-related
13. 13. Additional Tips First impression should be POSITIVE. Listen problem with open mind Give encouraging responses Smile, but better to smile sincerely Spell and pronounce their name correctly Make mental notes if youre multi-tasking Be observer and control mouth (impossible to talk & listen same time)
14. 14. INTERACTION SESSION
15. 15. VIDEO ACT EXAMPLE BAD EXAMPLE GOOD EXAMPLE
16. 16. THANK YOUUUU