telephone tune-up simple skills to help you improve the customer experience
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Telephone Tune-up Simple Skills to Help You Improve the Customer Experience. Every contact we have with a customer influences whether or not they'll come back . We have to be great every time or we'll lose them. -Kevin Stirtz. Customer Service Gone Bad. - PowerPoint PPT PresentationTRANSCRIPT
Telephone Tune-upSimple Skills to Help You Improve the
Customer Experience
Every contact we have with a customer
influences whether or not they'll come back. We have to be great
every time or we'll lose them.
-Kevin Stirtz
Customer Service Gone Bad
Was Vincent Ferrari
justified?
Self AuditWhat is the best thing about
your telephone service?
What is the worst thing?
It’s not what you say. It’s how you say it.
How to Create Rapport Over the Telephone
Smile as you speakPut lots of energy and enthusiasm into the first 4-6 seconds of the call
Use the caller’s name more often than you would in person
Speak more slowly than you would in person
Be personable, warm, natural and friendly
Phone Finesse
Call Handling From Beginning
to End
How to Open a Business Call in 4
Friendly Steps1. Greet the
caller2. Company
name3. Your name4. Offer to help
“Thank you for calling Rooney Insurance.
My name is Terasita. How can I
help you today?”
Acknowledge Concern “I realize this must be
frustrating.” “I can understand how
frustrating it might be to gather your team together for a video training and the video not play.”
“I cannot imagine how upsetting it must be to…”
“We want to get to the bottom of this just as much as you do.”
Acknowledge Compliments “Thanks for being a loyal Myra
Golden Media customer.” “Thank you. We always like to
hear how much our customers enjoy our products.”
Maintain Control (and put customers at ease) with Assertive
Statements• “We appreciate customers
who let us know when things aren’t right.”
• “The first thing we need to do is…”
• “I’m glad you called today.”• “I can certainly get that
information for you.’
Bridge to Questioning “In order to determine what
happened I will need to ask you a few questions.”
“Do you mind if I ask you a few questions so we can figure out what has happened?”
How to Ask Questions Use please and thank you. Be friendly and
conversational…don’t have an interrogation style.
“May I have your zip code, please?”
“Thanks. One final question…”
Recap and Explain Next Steps
“I will mail you a $50 gift card. You should receive this gift card within 7-10 days.”
“I will research this and call you back at 918-398-9368.”
Ask, “Is there anything else?”
• “Ms. Williams, may I help you with anything else?”
• “Is there anything else I can help you with today, Mr. Davis?”
• “Ms. Bryant, do you have any additional questions?”
How to End a Call
1. Repeat any action steps2. Ask customer if you can
do anything else3. Thank the customer for
calling4. Let the customer hang
up first
Putting Callers on Hold
1. Get permission2. Explain why3. Give a time frame4. Thank the
customer
Sample On-Hold Dialogue
“Tim, may I put you on hold for approximately two minutes
while I obtain more information? (wait for
response) Okay, I will be back with you in a minute or two…(45-seconds pass) Thank you for holding.
What I have learned is that…”
How to WOW a caller who can’t hear you.
“I’m sorry, I’m not able to hear you. Your call is important to us. Please call us back at 866-873-
8419. Thank you for calling Myra Golden Media.”
Be aware of and control
mouth noises.
How to Escalate a Call
1.Explain why you must escalate
2.Introduce customer to escalated party and explain the situation
3.Thank the customer and wish them success
How to Communicate with a Person Who Has a Foreign
Dialect Don’t pretend to understand
Don’t rush the customerDon’t shout
Summary
Adapt AdoptApply
conclusionQuiz title
Quiz subtitle