Managing People in 21st century

Telephone thechniques to give customers a positive experience.

OBJECTIVE

• Give insight about How to give customers a positive experience.

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most powerful tool of voice.

Pace

Volume

Clarity

Tone

Smile!

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practice changing the way you talk:

Think of something you can talk about for one minute

Vary the tone, pace, volume, clarity, whether you smile or frown, whether you look up or down

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Certainly That’s great Thank you You’re welcome

Brilliant Straight away Wonderful Fantastic

It’s my pleasure The good news is....

I’m pleased to confirm

Absolutely

Rest assured Please Appreciate Immediately

We value your custom Of course I will find out for you

I will find out for you

You’re welcome Thank you for calling

I look forward to talking to you again

You can be certain that

Is there anything else I can help with?

It’s been good to speak to you

I’m glad we have been able to sort things out for you

It’s no trouble

Use positive language

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Establishing Rapport

Do

• Use the customer’s name

• Be polite

• Be honest

• Give your full attention

• Smile

• Enjoy what you do

• Take ownership

• Follow up

Don’t

• Take it personally

• Use negative words

• Make excuses

• Lie

• Pass the buck

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Dealing with complaints

1

• Take a deep breath

• Keep your voice enthusiastic and friendly

2• Listen to what is being said, take notes

3• Get the speaker’s name and telephone number

• Sympathise without being disloyal

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• If the organisation is at fault, apologise

• Never give excuses

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Dealing with complaintsNever say or do the following

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• You are through to the wrong department

• It's not my fault

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• I didn't deal with this

• Will you write in (a solution is needed now)

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• We are having lots of problems you're actually the sixth one today

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• Interrupt - they will start all over again

• Automatically accept liability

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• Jump to conclusions

• Talk down to the caller

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• Lose your temper

• Appeal for sympathy

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Dealing with aggression

1

• Take a deep breath

• Speak calmly at an even pitch

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• Keep your temper

• Do not respond with aggression

3• Ask, and keep asking, for the facts

• Acknowledge the problem

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• Offer a solution – even if it is a temporary one

• Follow it through

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Dealing with unfriendliness

1• Smile as you speak

2• Keep your voice up and pleasant

3• Deal with the matter as quickly as possible

4• Don't make personal remarks

5• Get to the facts and stay with them

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Closing the call

Just as important as first impressions, is the way in which you finish the call

You want to give an excellent service but need to be able to deal with calls quickly as well as effectively

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Closing the call

1

• Give verbal signal that call is ending by quickly summarising what has been agreed

2• Check whether everything has been

covered

3• Thank them for calling and hang

up

Thank You !

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