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1 Copyright © 2013 Tech Mahindra. All rights reserved.

Telephone Etiquette

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

3 Copyright © 2013 Tech Mahindra. All rights reserved.

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.

4 Copyright © 2013 Tech Mahindra. All rights reserved.

KEYS TO POSITIVE PHONE MANNERS

Create a good impression

Be Courteous

Be Enthusiastic

Be Helpful

Be Empathetic

Be Professional

Telephone Etiquette

5 Copyright © 2013 Tech Mahindra. All rights reserved.

Create a Good Impression

Telephone Etiquette

Be Courteous

Be Enthusiastic

Be Helpful

6 Copyright © 2013 Tech Mahindra. All rights reserved.

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

7 Copyright © 2013 Tech Mahindra. All rights reserved.

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

8 Copyright © 2013 Tech Mahindra. All rights reserved.

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.

9 Copyright © 2013 Tech Mahindra. All rights reserved.

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.

10 Copyright © 2013 Tech Mahindra. All rights reserved.

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

11 Copyright © 2013 Tech Mahindra. All rights reserved.

Proper Hold Procedures

12 Copyright © 2013 Tech Mahindra. All rights reserved.

WHY IS IT IMPORTANT?

Quality

Customer Satisfaction

Resolution

AHT

Repeat calls

Escalated calls

13 Copyright © 2013 Tech Mahindra. All rights reserved.

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

14 Copyright © 2013 Tech Mahindra. All rights reserved.

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

15 Copyright © 2013 Tech Mahindra. All rights reserved.

Dealing with Different Types of

Customers

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Being in Control of the Call

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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

18 Copyright © 2013 Tech Mahindra. All rights reserved.

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”.

19 Copyright © 2013 Tech Mahindra. All rights reserved.

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.”

20 Copyright © 2013 Tech Mahindra. All rights reserved.

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.”

21 Copyright © 2013 Tech Mahindra. All rights reserved.

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

22 Copyright © 2013 Tech Mahindra. All rights reserved.

Tactical Communication Techniques

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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.

24 Copyright © 2013 Tech Mahindra. All rights reserved.

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.

25 Copyright © 2013 Tech Mahindra. All rights reserved.

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.

26 Copyright © 2013 Tech Mahindra. All rights reserved.

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.

27 Copyright © 2013 Tech Mahindra. All rights reserved. 27

Five-Step Approach

RESOLUTION DELIVERY

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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.

29 Copyright © 2013 Tech Mahindra. All rights reserved.

Probing Techniques

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Probing

31 Copyright © 2013 Tech Mahindra. All rights reserved.

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

32 Copyright © 2013 Tech Mahindra. All rights reserved.

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

33 Copyright © 2013 Tech Mahindra. All rights reserved.

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 !!!

34 Copyright © 2013 Tech Mahindra. All rights reserved.

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

36 Copyright © 2013 Tech Mahindra. All rights reserved.

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

38 Copyright © 2013 Tech Mahindra. All rights reserved.

Customer Service Basics

The customer care

experience:

What do you consider a

lousy customer service?

What do you consider an

awesome customer

service?

39 Copyright © 2013 Tech Mahindra. All rights reserved.

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?

40 Copyright © 2013 Tech Mahindra. All rights reserved.

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.

41 Copyright © 2013 Tech Mahindra. All rights reserved.

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!

42 Copyright © 2013 Tech Mahindra. All rights reserved.

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.

43 Copyright © 2013 Tech Mahindra. All rights reserved.

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?

44 Copyright © 2013 Tech Mahindra. All rights reserved.

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.

45 Copyright © 2013 Tech Mahindra. All rights reserved.

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.

46 Copyright © 2013 Tech Mahindra. All rights reserved.

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?

47 Copyright © 2013 Tech Mahindra. All rights reserved.

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…

48 Copyright © 2013 Tech Mahindra. All rights reserved.

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.

49 Copyright © 2013 Tech Mahindra. All rights reserved.

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

50 Copyright © 2013 Tech Mahindra. All rights reserved.

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.

51 Copyright © 2013 Tech Mahindra. All rights reserved.

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.

52 Copyright © 2013 Tech Mahindra. All rights reserved.

Active Listening Skills

Speaking

30%

Reading

16%

Writing

9%

Listening

45%

Writing Reading Speaking Listening

“Listening skills are at the base of communication!”

53 Copyright © 2013 Tech Mahindra. All rights reserved.

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

54 Copyright © 2013 Tech Mahindra. All rights reserved.

You are now on your way to be a

world-class customer service

provider!

56 Copyright © 2013 Tech Mahindra. All rights reserved.

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

57 Copyright © 2013 Tech Mahindra. All rights reserved.

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?

61 Copyright © 2013 Tech Mahindra. All rights reserved.

Demanding Customer

I don’t care!!! I want….

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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

68 Copyright © 2013 Tech Mahindra. All rights reserved.

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…...

70 Copyright © 2013 Tech Mahindra. All rights reserved.

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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IT’S NOTHING PERSONAL..

Just business

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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

73 Copyright © 2013 Tech Mahindra. All rights reserved.

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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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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Escalation Process

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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?

79 Copyright © 2013 Tech Mahindra. All rights reserved.

• 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?”

81 Copyright © 2013 Tech Mahindra. All rights reserved.

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

86 Copyright © 2013 Tech Mahindra. All rights reserved.

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.

87 Copyright © 2013 Tech Mahindra. All rights reserved.

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

88 Copyright © 2013 Tech Mahindra. All rights reserved.

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

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Let’s Practice

Scenario 1:

Give scenarios

Scenario 2:

Give scenarios

Scenario 3:

Give Scenarios