PowerPoint Presentation

GoalsImprove comfort and confidence on the phoneEnhance the publics image of HP by providing superior customer service over the phoneUse customer-service strategies that get results

ObjectivesHow to Manage a CallProjecting a Positive ImageTechniques for handling difficult phone situationsHow to manage with Angry customersHow to manage Abusive customers

At the end of this training, you will be able to define and describe:

Ask YourselfDo I have skills to deal a calls?

Do I enjoy being at work when I make a valuable contribution to the Company?

Do I feel personally satisfied when Im doing a great job?

Why Should You Improve?Every call is an opportunity to enhance customer relations, your image, and the image of the university. Remember The typical person tells 20 people about a negative experience and tells only 5 people about a positive experience.

The Basic Needs of the Customer on the PhoneTo feel valuedTo feel appreciatedTo feel respectedTo feel understoodTo feel comfortable about a want or need

Managing the CallOpening Greetings and Identify YourselfOffer to HelpListen CarefullySpeak ConfidentlyFurther QuarryClosing Greetings

ExampleGood Morning/Evening, Thank you for calling ACI, this is Jan, how may I assist you today?

AttentiveResponsiveAsk some related questions Summarized the quarryRepeat the QuarryListening

Example

Example

Speak ConfidentlyListen MoreNot FumblingNot using local languageNot Using Negative wordBe positive

Negative WordsShes not in yet.Its a computer problem.Your file must be lost.Thats not my job.We never received your application.

ExampleYes, Mr. X, I will check on the status of your complaint. Would you like to hold or would you prefer I call you back in a few minutes with an answer?

Managing the CallAvoid blind transfersAsk the caller whether he or she can holdTell caller to whom theyre being transferredBriefly introduce the caller to the coworker

The Sandwich Technique Insert the bad news in-between two pieces of good news.

Giving MassageKeep it shortSuggest person get something to take notes onGive your availabilityRepeat name and phone number at the endClose with Thank-you

Managing Other Difficult SituationsAsk if one can hold, thank for patienceCaller angry about being transferred/put on hold: brief, blameless apologyCaller hangs up: tell supervisorCaller is crying: use empathy and slow your pace, use take your time

More Difficult SituationsCaller uses another language-dont increase volume, try simple phrases

Caller is mentally challenged-gear level of language, focus on critical information, summarize for agreement

Caller asks for manager- try to address the problem yourself, ask if they can hold, inform manager

Angry CallersRecognizing the Signs of an Angry Caller:High-pitch speechLong pausesSighsDemandsShort-terse answersVolume gets louder

Problems of the Angry CallerA relationship problem with the CompanyCompanys relationship with the customer is brokenUsually because basic needs arent being met

Specific problem that needs attention

7 Steps for Resolving the Angry Customers ProblemDeal with feelings first. Listen and respond with empathy.Ask questions to get specifics about the complaintSummarize callers problem to get agreementOffer a choice of alternatives to fix the problemLet the customer decide which alternative to useFollow through on what you agree to doWhen possible, do something extra.

Abusive CallerDefinition:A caller who goes beyond expressing anger about a problem and begins attacking the person handling the call

Often includes swearing and personal attacks

Managing Abusive CallersAbusive Callers: Stay Calm Youre not the targetGive caller warningI beg your pardon?I dont appreciate the language you are using.If you arent able to talk with me without swearing, I will have to end this call.If the call terminates, inform supervisor immediately

ActionsFurther QuarryIn Short but CompleteCRM Software Using trainingSir/ Madam, may I help you now by giving more information regarding ACI

Closing GreetingsThank You for calling, please call whenever you need information regarding ACIRememberFirst and Last impression remember forever

Have you any Questions