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2 Copyright © 2013 Tech Mahindra. All rights reserved.
Your Role:
serves as a direct point of contact for customers in the call center
industry
provides excellent customer service by giving correct information
in response to inquiries about products and/or services
handles and resolves complaints efficiently
ensures that company policies and procedures are being followed
in every call
You need to be Customer Focused:
First and last call of the day get the same high quality service
Treat customers with professionalism and respect
Identify and act to improve service
Do customer-related work first
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Telephone Etiquette
Phone Etiquette at Work
Call Center Phone Etiquette is important. It is a crucial component
to the success of the organization. It is much different than phone
etiquette for personal calls. The main reason for this difference is
that call center employees are expected to remain professional in
every situation, regardless of the callers’ demeanor.
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KEYS TO POSITIVE PHONE MANNERS
Create a good impression
Be Courteous
Be Enthusiastic
Be Helpful
Be Empathetic
Be Professional
Telephone Etiquette
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Create a Good Impression
Telephone Etiquette
Be Courteous
Be Enthusiastic
Be Helpful
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TONE
• It is the manner of expression in speech or writing.
• Tone carries the quality or character of the sound.
Remember, it is not what you say, but how you say it.
• Tone is paired with emotion. Hence, we always have to
have a sunny disposition to radiate good tone.
Telephone Etiquette
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It’s Not Just What You Say But How You Say It
Tone
What you say
Body Language
55% Body Language
38% Tone
7% Words
Tone
What you say
13% Words
87% Tone
Face to Face
Communication
Telephone
Communication
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Telephone Etiquette
Feel Good Phrases
• “I’m glad you called.”
• “I can certainly help you.”
• “I can help you with that.”
• “We value your business.”
• “You reached the right place.”
• “You picked a great time to call.”
• “I will find out right away.”
Feel Good Actions
Smile when speaking with a caller.
• Your tone of voice will make a larger impact on the caller than the words you speak.
• Ensure that you are smiling throughout the interaction, to project a positive and friendly tone to the caller.
Give the caller your undivided attention.
• Treat each caller as an individual
• Ensure that you don’t let previous callers or personal happenings impact the level of service you provide.
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Telephone Etiquette
Feel Good Phrases
• “You’ve made a great choice.”
• “I’m here to help.”
• “I’ll take care of that for you.”
• “Have a great day.”
• “I appreciate your time.”
Feel Good Actions
Have a pleasant conversation.
• Although there are a number of tasks to accomplish on a call, avoid being task-driven.
• Engage the customer in conversation and build a positive rapport – as you would with a friend or neighbor.
Help the caller understand we value their business.
• Say so directly, or do more the basic requirements on the call to demonstrate this to the caller.
• Remember that callers have choices.
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Words and Phrases to Avoid
Fillers(yeah, hmm,uhh.) Maybe I need you to It’s required I don’t know But Unfortunately I can’t/You can’t You must I’m sorry, but ..this one…that one I will check your file In that matter Upon checking Before I let you go I will double check
That’s policy I can’t/You can’t You must I’m sorry, but I’m only the __, I don’t
have the authority No worries As I can see here Thank you for those
information Can I Verify to me Let me go ahead You can be able to
Telephone Etiquette
What do you want
You’ll have to
I have no idea
what you are
saying
You’re wrong
You should
I think so
No problem
You’ll have to
I’ll try
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WHY IS IT IMPORTANT?
Quality
Customer Satisfaction
Resolution
AHT
Repeat calls
Escalated calls
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WHEN TO USE HOLD?
Pull up a customer’s account details
Verify information from your supervisor
Run some web based trouble shooting
steps
Validate information by calling
someone from another department
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HOW PLACE ON HOLD?
May I place you on hold ASK for permission
for two minutes
TIMEFRAME should last
for a maximum of two
minutes
while I check on your
account? EXPLAIN the reason
Thank you for waiting. THANK the customer after
hold
* If more time is needed, go back to the customer and repeat steps 1 to
4
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STAY CALM Do not take the issue personally.
“Winning” the confrontation accomplishes nothing – except losing a customer.
STAY POSITIVE While it is perfectly natural to be
defensive when attacked, choose to be the “bigger person” and keep your cool.
STAY IN CONTROL Lower your voice. When you do this
the customer calms down to hear what you are saying.
Handling Challenging Customers
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Stay Calm
Do not take the issue personally. “Winning” the confrontation
accomplishes nothing – except losing a customer.
While it is perfectly natural to be defensive when attacked,
choose to be the “bigger person” and keep your cool.
Lower your voice. When you do this, the customer calms
down to hear what you are saying.
Handling Challenging Customers
“The person who remains in control of his/her emotions deals from a position of strength”.
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Stay Positive
Use positive language
By staying positive your customer will not feel the need to fight
with you, instead they will want to work together for a solution
How you handle the difficult customer is a critical “moment of
truth” in terms of building customer loyalty
Handling Challenging Customers
“Instead of saying “I don’t know sir” or “I can’t do that”, use positive language such as “I want to help” or “Here’s what I can do for you” to let the customer understand that you are at the same side of the fence – not opposing forces.”
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Stay in Control
Listen and ask questions
Deal first with the emotions then deal with the problem.
Look at the situation as a chance for us to fix the problem and
keep the customer for life
Handling Challenging Customers
“Understanding how to manage yourself in a difficult call is the first step in handling challenging customers. Understanding how to handle the customer is the next step.”
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Scenarios for “Customers asking for Supervisor / Manager”:
Customer immediately asked for supervisor or manager after
the opening spiel. - You can make the customer feel that he/she (Your
Supervisor) is credible - Offer assistance confidently and listen If customer is adamant to speak with your manager you
politely advise that you can transfer the call him/her.
Handling Challenging Customers
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L. For Listen
Listen
Listen, without interrupting, for as long as time allows. Listening gives the
customer time to vent and calm down which provides you the opportunity to
redirect the customer towards solving the problem.
If there is a slight pause with the customer and time allows you to interrupt, do it
by saying “Let me make sure ihear what you just said.” Then in your own
words paraphrase the customers concerns. And when you are finished, ask
the customer, “is that correct?”
Paraphrasing is the most effective way to ask if you are on the same page. It
creates an impression of attentiveness.
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A. For Apologize
Apologize (Blameless Apology)
Apologize because of the way the customer feels about the situation not
necessarily for any wrong doing. This behavior demonstrates empathy. For
an apology to be very effective, it must be sincere.
An apology needs to be provided timely, in other words, as soon as possible
after the event happens.
An apology given in public is more effective. And be careful with the tone of
your voice, your apology needs to sound sincere for it to be effective. Be
specific on giving an apology, know why you are apologizing.
Remember that your goal is gain voluntary compliance from the customer.
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S. For Solve
SOLVE
Presenting options to the customer is the most effective way to solve the
problems. By creating and presenting options we give passengers a way to
think and measure what they can get from complying.
You may also use the rational approach, with this you need to explain why
compliance is necessary. If possible avoid mentioning Federal Laws and
Company policies.
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T. For Thank
Thank
If the employee and the customer successfully resolves a situation a simple
sincere , “thank you for working with us. We appreciate it” is all that is
needed. This allows employees to create an image of excellence for
themselves, the customer and the company. It demonstrates to our
customers that we are sincere in our efforts and that We Care.
The thank step is a professional touch that should always be included after the
problem is solved.
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The five step approach is incorporated in the “ SOLVE”
step, if necessary. ASK (ETHICAL APPEAL)
Politely ask for the customer to comply. The ethical appeal is the most powerful tool
because customer usually comply when they like or respect the person making the
request.
SET THE CONTEXT (RATIONAL APPEAL)
Explain why compliance is necessary , if possible, avoid mentioning Federal regulations
and company policies. People usually respond positively on the rational approach once
they calm down.
PRESENT OPTIONS (PERSONAL APPEAL)
By creating and presenting options to the customer, we paint a picture on what will
happen as a result of choosing an option . Explain on what they can gain by
complying. And as a last resort explain what they will lose by not complying.
CONFIRM (PRACTICAL APPEAL)
Be certain that you have exhausted all opportunities and options to gain voluntary
compliance from the customer by asking, “is there anything that I can do, within
the rules, that will allow us to work things out?” the practical appeal gives the
customer the option to choose the outcome.
ACT
If the customer will not comply at this point, follow the appropriate steps outlined in
your organizations procedures.
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What is Probing?
Using appropriate words to get accurate information
Should be non-judgmental and flows from what was
previously said
Good probing questions ask for elaboration, clarification,
and repetition (if, for instance, an important question you
asked wasn't answered)
Or simply…
ASKING THE RIGHT QUESTIONS
Probing
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Probing will not be effective if we don’t…
Listen to the Customer • Effective listening is actively absorbing the information given
to you by the customer. • Show that you are listening and interested by providing
feedback so that the customer will know that the message was received.
Probing
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Probing
Probing will not be effective if we don’t…
Paraphrase or Reflect • Reflecting is paraphrasing back to the customer what they
said • Summarize what you’ve heard and also take the conversation
a step further by asking a question for clarification or elaboration
• Reflecting, without sounding phony or sounding like a parrot,
takes
Creativity and Lots of Practice !!!
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Probing will not be effective if we don’t…
Take time to educate the customer
• Each question that you ask should have a follow through or an
explanation
• WIIFM ( What’s in it for me?) should always be addressed since
we are dealing with customers who are adults and educated
• These customers need to know the rationale behind our
questions
Probing
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Effective Probing
• Gives the representative control over the call flow
• Minimizes dead air
• Can help establish rapport
• Gives us a better understanding of the concern
• RIGHT Questions will lead to the RIGHT Solution
Probing
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Tips on Effective Probing
Use both pre-planned and emerging questions Phrase the questions carefully, concisely, and
clearly Use leading questions Soften hard questions by using transitional phrases
or words Ask questions with confidence!
Probing
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Customer Service Basics
The customer care
experience:
What do you consider a
lousy customer service?
What do you consider an
awesome customer
service?
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Brand Impact
We have a million opportunities to create AWESOME customer perceptions per
year.
What image do you want to create for your company?
What image do you want to create for yourself?
Your company
is…
Its phone
operators
were just …
Hmmm..
They were
pretty easy
to talk to..
D+H
What?
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What’s expected from you:
Nothing’s impossible in MEETING
and EXCEEDING the
customer’s expectations.
However, it requires an extra
effort and undivided attention to
the details of customer service.
The following details will assist
you with delivering a world
class customer experience with
every customer interaction.
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The Basics
Embrace customer service
Display positive attitude – a smile can do wonders
Be Polite Please
Thank you
Individuality – Rapport – Each customer is unique
Different cultures/Languages – adjust, learn and accept
Avoid talking over to the customers or blocking
Keep in mind: WE PROVIDE WORLD-CLASS customer service.
IT’S about them and YOU!
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ME
Me, I’m me, I like me. Yes, I may be weak but can you see the things I
can do?
Gee, I can read and write, I can fly a kite.
I CAN GIVE A SMILE SOOO BRIGHT.
I can HELP with all my might.
Lot’s of things I know, like why do rivers flow, and little seeds that
farmers sow, are the little seeds that make them grow.
Fine words I can say… Thank you, Please, and If I may.
And at the end of each day, I kneel down and pray.
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Accountability
“ It is not only in what we do, but also what we do not
do, for which we are accountable” - Molier, Author
“ Who made this mess in the bedroom?”
“Who broke this- Who did it?”
What were some of the responses?
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We leave a MARK…
CSRs like you must know that, everyone was created with unique prints and
genes that can be traced back to us. So aim for a praise-worthy case.
Be cautious, treat every transaction as if it’s yours or your loved ones’
Above all, take accountability. Never blame your mistake to someone else.
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What is Accountability?
Taking personal responsibility for helping the organization succeed.
Doing your share to find the most efficient way to solve the customers’ problem.
Making an effort to create an enjoyable workday. Again, positive energy is
contagious.
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Step 1 to Accountability
Expect Excellent Things Expect excellent things is the first step towards accountability. It is a way of thinking-having a CAN-DO attitude is the most
important element to succeed…after all, it’s your choice! Your attitude not only affects you but also indirectly affects your
customers and the people around you. Do you have an infectious, optimistic attitude? Do others enjoy your company? Do you send waves of positive energy? What happens to the quality of the product or service we provide
when we EXPECT EXCELLENT THINGS?
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Step 2 to Accountability
Being here and being on time Expect Excellent Things is a presence of mind while this step focuses on your
physical presence.
This step is the easiest because all you have to do is to show up to work!
It’s your reputation is at stake…
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Step 3 to Accountability
Use Your Tools and Resources Just imagine building a house with only a hammer. You certainly wouldn’t have much of a home! How about eating pasta and all you have is a spoon! More than likely, the noodles will fall off, and will barely make it to your mouth. Unless, of course if you are resourceful and used our hands instead. Without using the proper tools and resources available to you, inefficiency and frustrations will be the only things you have in your hands.
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Tips to help you maximize your
tools and resources Perfect practice makes perfect; take
advantage of the role plays that your
Team Leads and QAs provide during
coaching. Take advantage of all the
trainings your organization provides you.
Give yourself a time to learn
If you’re unsure of what to do- ASK!
Take notes to remember them
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Active Listening
Active listening is the key to empowerment…
…And is an essential skill to master because:
Customers are assisted quickly and correctly the first
time. FCR (First call resolution) thus, reducing call
backs.
You empower yourself to assist the customer. Even
though the customer is doing all the talking, YOU
still have complete control of the conversation.
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Active Listening Skills
Listening and Hearing are NOT the same thing.
If they were, then we could also assume that all
people can read just because they can see.
The difference between hearing and listening is
understanding and comprehension.
You must listen to your customer’s need so you may
help them, which will enable you to provide
WORLD CLASS customer service.
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Active Listening Skills
Speaking
30%
Reading
16%
Writing
9%
Listening
45%
Writing Reading Speaking Listening
“Listening skills are at the base of communication!”
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Active Listening Process
Most of us are able to open a call with enthusiasm, and close a call with grace.
The other in-between steps, however, take a bit of practice and application before they can be mastered.
The steps we’ll concentrate on mastering are: Part 1 – Explore ( Asking Questions & Confirming) Part 2 – Confirm Understanding (Paraphrase) Part 3 – Solve Creatively (“I” statements) “I would be happy to help you out today” “I can do that for you…” “I am glad that I’m the one that got your call today” EMPATHY+ ACCOUNTABILITY = OWNERSHIP
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You are now on your way to be a
world-class customer service
provider!
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Handling Difficult Customers
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Objectives:
o To understand the various types of difficult
customers
o To know why it is important to know how to
handle them
o How to handle difficult customers
o How to manage stress while handling difficult
customers
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IMPORTANCE OF HANDLING DIFFICULT
CUSTOMERS
Service Recovery
Customer Loyalty
Confidence
Reduces call time
Customer Satisfaction
Pressure and stress
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WHAT TO DO WITH A DIFFICULT
CUSTOMER?
Should we simply hang-up?
Return the favor - be as difficult?
Sympathize with the customer?
Complain to your senior?
Refuse service until he/she behaves?
Understand the problem?
Pacify the customer?
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Talkative Customer
And then I
said……..blah blah
and then he said……
and then……..
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Handling a Talkative Customer
Use the persons name
Use Close ended questions
Be ready with the next questions
Great Mr Jones
You are ordering
10 pieces right?
Would you like
them delivered
today?
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Handling a Demanding Customer
o Use the persons name
o Be business like
o Be ready with options
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Handling upset Customers
Passively angry
Irate
Abusive
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o Displays Controlled Anger
o Creates a wall
o May not be easy to detect
o Could be sarcastic and Curt
o Could very easily be pushed over the edge
A Passively Angry Customer
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o Easier to identify
o Makes his/her anger/feelings clear
o Would yell/shout at you
o Needs to vent emotions
An Irate Customer
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o An extreme reaction
o Uses foul language
o Will resist any alternate solutions
An Abusive Customer
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WHAT DOES THE CUSTOMER WANT?
A willing ear and a quick apology
A patient approach
A feeling of respect for his emotions
An understanding of the problem
Assurance that the problem will be solved
Quick solution to his problem, not excuses
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SKILLS YOU NEED TO POSSESS
Be polite and courteous
Practice active listening
Apologize sincerely
Be empathetic
Remain calm
Don’t take things personally
Maintain professionalism
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Listen Actively
Immediately Apologize
Show Empathy
Take ownership
Establish action plan
Note feedback on action
I’m sorry
I can understand……..
That’s terrible…...
I’ll take care of that……..
I can help you…...
I’ll do this……..
What I’ll do for you is…...
Is that alright……..
Would that be okay…...
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o Use the LISTEN approach
o Politely ask to refrain from use of foul language
o Restate that you are trying to help
Handling An Abusive Customer
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DO NOT
Panic
Get defensive
Make excuses
Talk down
Accuse them of being
at fault
Transfer call unless
necessary
Say No or Can’t be
done
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DO
Remain calm
Show Empathy
Take control of the call
Be polite and respectful
Apologize when
appropriate
Speak slowly and
calmly
Handle calls in a
rational way
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Managing Stress
o Don’t take it personally
o Maintain your composure
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10 Instant Stress Busters
Breathe
Smile
Laugh
Let it out
One Minute Vacation
Relax
Desk Aerobics
Organize
Talk Positive
Energy Break
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SEEING with the eyes of another, LISTENING with the ears of another
and FEELING with the heart of another
EMPATHY IS…
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”Your customer doesn’t care how much you know until they know how much you care.”
You will be more likely to treat the people you care about the way they
wish you would treat them. You will better understand the needs of people around you. You will understand the unspoken parts of your communication with
others. You will better understand the needs of your customers at work. You will more effectively convince others of your point of view. You will experience the world in higher resolution as you perceive
through not only your perspective but the perspectives of those around you.
You will find it easier to deal with the negativity of others if you can better understand their motivations and fears. Lately when I find myself personally struggling with someone, remind yourself to empathize and you will immediately calm yourself and accept the situation for what it is.
Why practice empathy?
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• When the customers calls, agents immediately focus on RESOLVING the concern.
THE PROBLEM
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If there is one known formula for an effective empathy statement, this is the Empathize – Relate – Resolve.
THE CONCEPT OF EMPATHY
EMPATHIZE • Recognize the emotions of the customers
“I hear your frustration, Sterling.” RELATE • Assure the customers that what they are feeling is real and valid
“I’d feel the same way if I were in your situation.” RESOLVE • Let the customer know that there will be action taken
“but since I have you on the phone now, let me be the last person you talk to regarding this concern ok?”
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1. Use the right tone Tone plays a major role in getting a message across. It is very useful
in expressing emotions. The tone of your voice goes a long way toward helping you convey
empathy. If you say all the right words, but delivers them with coldness of your voice, you will sound insincere.
TIPS ON EFFECTIVE EMPATHY
Tone of Service
Your voice should sound friendly, polite, and patient. It should also sound willing to help.
LET THEM HEAR THE SMILE IN YOUR VOICE.
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TIPS ON EFFECTIVE EMPATHY
2. Appropriately choose the right words
Avoid using “I know just how you feel, I understand and I’m so sorry for that…”
Instead use the Formula for Effective Empathy
E-R-R
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3. Know the right time to empathize Empathy happens when we start listening to their concern (LISTEN) and
when we start considering the emotions behind those concerns (CONSIDERING). We, then, assure them that we are willing to help them (WILLING TO DO). The customers will feel that we are with them while they do what we asked them to do (DOING), and since they know that we understand the sense of urgency they have to have their problems resolved, they will cooperate with us (GLAD THEY DID).
TIPS ON EFFECTIVE EMPATHY
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Rapport
• Remember that rapport is about being
a friend.
• It can also refer to a feeling of
harmonious connection between
people or groups of people.
• Rapport building over the phone has
to be natural.
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Positive Scripting
• This is the art of making the truth more attractive or acceptable.
• Knowing when to choose the right words to address all
statements in a positive manner.
• The proper choice of words is essential to the success of the
calls.
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Positive Scripting
Here are proven ways to do positive scripting: • The Sandwich Technique • Turn Negative to Positive • Use Empathy Statements, Rapport or Praise • Offer alternative solutions • Present some more choices or other options
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Negative to Positive
1. Remove the negative statement and rephrase into a
positive statement.
Example: “I cannot do that for you…”
“This is what I can do for you…”
2. Completely remove the negative and go on with your
sentence.
Example: “You cannot do that…”
“What you can do is…”
Positive Scripting
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• Acknowledge negativity because ignoring it will not make
it go away.
• However, don’t get hooked into complaint sessions and
gossip.
• Let’s focus on solutions not problems, and issues not
people.
• Lastly, model positive behavior. Smile!
Positive Scripting
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Positive Scripting
Praises
Our recognition are powerful positive motivators.
• it nourishes our customers’ self-esteem
• increases likelihood that they will continue to
cooperate with us.
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Options and Choices
Customers need to know
what you CAN do for them
and not what you CAN'T.
So FOCUS on what you CAN DO.
Positive Scripting