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Social media is the new customer service

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Social media is the new customer service Powered By Docstoc
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SECRETS TO PHONE SERVICE SUCCESS: HOW TO
BUILD RAPPORT WITH YOUR CALLERS
WHAT WE’LL COVER

 Create rapport over the telephone
 How to open and close a business call

 How to identify both expressed and
  unexpressed customer needs
 How to effectively transfer a phone call and
  place a customer on hold
 And more
PHONE FINESSE: 9 STRATEGIES
1.   Smile
2.   Tell the caller your name
3.   Ask questions
4.   Paraphrase the caller’s message
5.   Repeat the caller’s name
6.   Tell the caller what you’re going to do
7.   Return calls promptly
8.   Give every caller your best
9.   Let the caller hang up first
WHAT DOES A MAN IN THE DESERT NEED?
HOW TO OPEN A BUSINESS CALL IN 4 FRIENDLY STEPS



 1.   Greet the caller   “Thank you for calling
 2.   Company name         Rooney Insurance.
 3.   Your name           My name is Terasita.
                           How can I help you
 4.   Offer to help             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 steps
2.   Ask customer if you can do
     anything else
3.   Thank the customer for calling
4.   Let the customer hang up first
PUTTING CALLERS ON HOLD

1.   Get permission
2.   Explain why
3.   Give a time frame
4.   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 TRANSFER 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

				
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posted:9/10/2012
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