Telephone Skills: The Circular Call

Why is this training Important?

• Because Working Person’s Store’s success depends on good customer service (and that’s you on the frontline answering customers’ calls).Or, on the flipside, loss of sales due to poor customer service leads to loss of profits.

The Telephone

Normally, it’s the first contact that Customers have to form either positive or negative

perceptions about Working Person’s Store.

The Circular Call

Think of each telephone call you receive (or make) in four critical stages:

1. The Greeting2. The Gathering3. Responding4. Renewal

Greeting the caller

• Greeting the caller – First Stage• Remember the 3Ps

be pleasantbe positivebe professional

**Post this phrase above your phone: Smile, they can hear it!**

For the purpose of this training…

• This is what is called “a smile” on a happy face which you will then display when talking to the customer. (note the mouth curves up!)

• The wings and halo symbolize the qualities of pleasantness and kindness which you will then use in your interaction with the customer.

More about greeting the caller…

• Speak clearly – that means “e-nun-ci-ate” your words; otherwise, it will sound like mush!

• And, if your greeting is too long, it may also sound like mush!

“Hi, this is Working Person’s store, (if you want, you can add your name here as long as it doesn’t sound like mush) how may I help you?”

It’s simple, pleasant and to the point!

A Personal Touch is Nice…

• Respond to the caller by name– Your customer will like the personal touch of

hearing his name.– Again, be careful in the pronunciation of the

customer’s name; if you’re not sure, clarify it with the customer.

Listening and Reacting…

• Just as the customer can “hear” your mood, likewise you can “hear” the mood of your caller.

• React with sensitivity – tailor your greeting to the caller’s moooood.

“You Gotta have Heart!-”

Transferring Rules

• DON’T! • Customers don’t want to be transferred.• They want you to take ownership of their

problem and, solve it

Transferring Rules Nonetheless, it is necessary from time to time to

transfer callers. Here are some do’s and don’ts.- Don’t say, “I can’t help you, but I’ll transfer you to Mary. - Do Say, “I can help you by letting you talk to Mary; she’ll be able to help you with that.”

Transferring Rules

• If you do transfer the call, insure that that Associate is available and whatever you do, don’t “dump” the call into someone else’s voice mail box. Trust me, that’s not at all professional!

• Avoid transferring the caller more than once – it really, really upsets the customer.

• But try to resolve the issue, please.

Having properly greeted the customer and setting a positive tone…

Next Stage - Gather information • Be ready to listen. (focus on the customer)• Be ready to take notes.• Show you are listening through attentive

silence and attentive words.• Ask questions.• Restate what the caller said in your words.

Next Stage is…

• Responding Once you’ve listened carefully to all the

customer’s needs, etc. you’ve got two options:1. Answer the customer’s question or better yet, solve the problem immediately.2. Place the customer on hold and seek a quick answer from a team leader, or someone in the know.

If you need to place caller on hold, here’s some tips…

• Ask for permission, “Will you please hold?”• Wait for the response.• Watch the clock – It’s a 45 seconds rule• And, “Thank you for holding” is important

each time you come back on the line. *By the way, don’t ever say, “I’m sorry you

had to hold” Again, Not Professional!

The final Stage of your call

Renewal It’s your opportunity to invite the customer back.

• Be personal, not programmed as in, “thank you for calling, haveaniceday” (pronounced as one word)

• Ask if anything else is needed – Lets the customer know you are interested.– Oh, and get this: it might lead to another sale –

wouldn’t that be sweet!

Most importantly, in the renewal stage…

• Personally thank your customer for his business.“we’re so pleased you chose Working Person’s Store for your work boots (or whatever the purchase); you’ve been a customer for x# of years and we know you have plenty of other choices for your apparel needs. Thank you for continuing to do business with us.”

It’s a Wrap unless…

• You missed all the previous points! Did you?

Ok, if you missed anything, let’s summarize…

The telephone…What an opportunity to• Provide information and assistance • Gain new customers• And, last but not least

Up-sell and cross-sellWow! what a great concept!

The Circular Call

• Greeting – sets the first stage- the 3Ps: pleasant, professional, positive- Speak clearly and be concise- Use the customer’s name- Attitude check?- Transfer calls with care

The Circular Call continued…

• Gathering information from the caller -HELLO, it means listening!

-Information is gold-Take good notesResponding – you have options-Answer the question/solve the problem immediately-Place customer on hold and find the answer-”Will you hold, please” tips

Create a lasting impression in…

The Renewal Stage - It’s an opportunity to invite the customer back.

• Be personal• Avoid standard closures• “How else may I help you?”• Thank customers for their business!!

Oh, and don’t forget…The Smile!