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Telephone Courtesy _ Customer Service

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					Telephone Courtesy
        &
 Customer Service
OBJECTIVES


Quality Customer Service
Proper Telephone Skills
Understanding Customer Needs
Managing the Customer’s Perception
Quality Customer Service
Customer Service Is Everyone’s
Responsibility




Everyone from Managing Director to
housekeeping aid provides customer service
and contributes to an organization’s reputation
for service and courtesy.
The Importance of the Telephone Within
           the Organization
Diagram of a Quality - Conscious Company




                 The Customer


              The Frontline Team


              Those who provide
              Customer Service



          The Balance of the Company
Distinction between Face to Face &
Telephone Conversation

Face to Face Interaction   Telephone Conversation
 Involvement of more       Involvement is only 2
  no.of people               persons

 Can watch the other’s
                            Cannot watch the other’s
  facial expressions
                             facial expressions

 Less chances of
  misunderstandings         More chances of
.                            misunderstandings
Telephone Skills
Handling the Telephone
 The time to learn about your telephone is
  ahead of time. Do not practice on the caller.
  Be familiar with all of the features.

 Hold the transmitter portion of the telephone
  directly in front of your mouth. If the
  transmitter is held away from your mouth,
  you risk not being understood.
   Keep in mind that speaking on the telephone
    requires better articulation than is necessary in
    face-to-face conversations.
Handling the Telephone

Place the telephone on your desk so
 the receiver will be picked up without
 banging into anything. No one likes
 unnecessary noise.

Avoid side conversations while talking
 on the telephone. Your party deserves
 your full attention. Do not attempt to
 carry on two conversations at the same
 time.
Handling the Telephone

Answer the telephone promptly -
 within three rings.

 A phone ringing is like a person
 knocking on your door and guests are
 not meant to be kept waiting
 indefinitely.
Handling the Telephone

 Listen carefully resisting the temptation to
  interrupt.

 When listening, demonstrate that you are
  available by making “Continuity noises”,
  such as “Yes”, “I Agree”, “I See”.
Handling the Telephone
 Use the magic words

         “THANK YOU,”

          “I’M SORRY,”

           “PLEASE”,

            “MAY I”
Handling the Telephone


Always inquire whether it is convenient
 to proceed in case of long conservation
 on phone.

Use his/her name at least once during
 the conversation.
Handling the Telephone


 Concentrate.
  Don’t be tempted to do two things at once.
  Give the telephone conversation your
  undivided attention.

 Err on the side of being helpful. Volunteer
  help;    don’t   wait    to    be    asked.
Handling the Telephone


 Use assertive behavior to control the call.
  Stay assertive even when you don’t feel like
  it, especially when dealing with a submissive
  or aggressive person.

 Finish by recapping exactly what you are
  going to do as a result of the telephone
  conversation.
Handling the Telephone


 Recommend alternatives.

 Answer in complete sentences-
  “I am afraid the line is busy.” “Would you like
  to hold on Sir/Ma’am?”

 Always go back to the caller.
 He might think he has been forgotten: “I am
  sorry to….but….still busy.”
Handling the Telephone


 Always use phrases like “Please hold the line
  Sir/Ma’am”, before placing the caller on
  hold.

 Make sure you place the caller on hold
  before discussing his or her situation with a
  co-worker.
  * Wouldn’t it be embarrassing if you told a co-
    worker that a caller didn’t sound too smart, only
    to discover that he or she was listening.
Handling the Telephone


 While reconnecting apologise for keeping
  the caller on hold.

 Always inform the caller while transferring
  the call.

 Never eat or drink while talking. If your
  mouth is full when the telephone rings, wait
  a few seconds before answering.
Handling the Telephone

 If you have several callers          on hold,
  remember the priority of each         call. If
  necessary, make notes of who         has been
  holding on which line and for how    long.

   Nothing is more irritating than to answer the
    question, “Who are you holding for ?” several
    times. When you forget who the caller was
    holding for, simply apologize. “I’m sorry, who
    were you holding for?”.
             Do’s & Don’ts
      Do’s                       Don’ts
 Good Morning, may I       Hello !
  help you
 Kindly repeat your
  name Sir / Ma'am          Who ?
 I beg your pardon Sir/
  Ma'am                     What ?
 Who am I speaking with
  or
                            Who is speaking or who
 Who should I say is        is that?
  calling Sir?
 Kindly repeat your
  name Sir / Ma'am          Who is speaking ?
               Do’s & Don’ts
       Do’s                       Don’ts

 Yes Sir, Certainly Sir,    Yeah! That’s right Sir,
  Very well Sir/Ma’am.
                              OK, Fine, Can I
 If you leave your name
  and number we will call  No/ I have no idea/Can’t/
  you back Sir/Ma’am.       Not possible

 Please hold the line       Just a minute
  Sir/Ma’am.
                             Why don’t you call later?/
 Let me check it for you     Why don’t you contact
  Sir/Ma’am.                  them directly ?
Mastering Voice Modulation

 Now restate the same sentence with
  surprise in your voice
 Try it again, but this time make it a casual
  statement
 Next, make it sound like a secret
 Finally, turn it into a question.
     Using Your Best Voice


Energy
  – The energy in your voice reflects your
    attitude and enthusiasm
Rate of Speech
  – A normal rate is 125 words a minute.
    Speaking faster can create problems.
     Using Your Best Voice


Pitch
  – This can be a monotone, a low, or a high
    pitch. Ideally you should vary your tone
    and inflection
Quality
  – The above three factors make up your
    voice quality.
     Using Your Best Voice


You can warm up your voice by
 humming quietly.      This will help
 deepen the sound of your voice

Practicing your pitch and control by
 calling a telephone recording device
 and delivering several messages. Then
 listen to the playback and critique
 yourself or ask a friend to help.
     Using Your Best Voice

Role-play with a friend and tape-
 record the conversation. Review it for
 tone, rate of delivery, and so on.
Take a speech class in a local center
 or through adult education
Put a smile into your voice. It is easy
 to do. Simply remember to smile as
 you answer a call. Believe it or not,
 your voice will sound friendlier.
    Using Your Best Voice
          Voice Self-Assessment
    Desirable Traits                 Undesirable Traits
    My voice….                       My voice
   Is pleasant-sounding           is nasal
   has pitch variations           sounds throaty
   has a normal rate              is raspy
   varies in volume               sometimes squeaks
   has distinct articulation      is a boring monotone
   sounds like I am smiling       is too soft
   has ample force                is too loud
   stresses proper accents        has too many pauses
                                   does not convey a smile
      Addressing the Caller

There are six basic ways to address a
 calling party
     Mr.
     Miss.
     First Name
     Sir
     Mrs.
     Ma’am
Answering the Telephone

First impressions are important. Callers
 begin to form their impression of an
 organization by ;

  1 The number of rings it take to get an
   answer
   The first voice they hear
Answering the Telephone


 Following are the most basic ones, which
  should always be employed

   Use the four answering courtesies
   Be enthusiastic when you answer
   Use friendly phrases as part of your
   greeting
   Remember to smile as you pick up the
    receiver.
Answering the Telephone

Use the four answering courtesies :

   * Greet the caller.
   * State your organization (or department).
   * Introduce yourself.
   * Offer your help.
Receiving a call-The Apollo Way


For the Telephone Operator
 - Good Morning/Good Afternoon/Good
   Evening
 - Apollo Hospitals
 - May I Help You?
Receiving a call-The Apollo Way


For a Departmental Call using
 intercom
 - Good Morning/Good Afternoon/Good
   Evening
 - Nursing
 - May I Help You?
Receiving a call-The Apollo Way


For a Call using direct line
 - Good Morning/Good Afternoon/Good
   Evening
 - Dr. Ajay
 - May I Help You?
Answering the Telephone

Be enthusiastic when you answer.
 Help make the calling party feel truly
 welcome.
 A tired voice lacking in enthusiasm is
 unappealing.

Use friendly phrases as part of your
 greeting.
Remember to smile as you pick up the
 receiver.
Practicing Effective Listening

There are only three types of
 expressions you hear from callers.

Callers will :
   Make statements
   Offer objections, or
   Ask questions
Practicing Effective Listening


When you fail to listen closely :

   You will hear what you want to hear
   You will hear what you expect to
   hear.
   You will not recognize the difference
   between a statement, objection, or
   question.
  How to improve your Listening

 Listen for statements, objections, and
  questions
 Take notes as you listen, especially during
  longer conversations.
 When in doubt as to what was said, ask a
  question
 Focus only on the purpose of the original
  conversation and avoid side conversations
Practicing Effective Listening


 During longer conversations, use
  confirming statements to stay involved.
  Examples : “ I understand.”
             “ I agree.”
             “ I see.”
 During longer conversations, ask
  questions. This will help you stay
  involved and help direct the conversation
  as well.
Managing Objections


When you hear an objection, it is
important to address it immediately. If
the caller offers an objection and you
ignore it, you may have lost a customer.
    Managing Objections


Listen to what the caller says
Always provide an immediate
 response.
State the response in clear and
 positive terms
Do not provide unnecessary
 information and conversation.
Learning the Art of Negotiation



    Reaching a compromise that is
       acceptable to both your
     organization and the caller.
Making the Service Follow-up Call

Situations for a Follow-up Call


Nothing Went Right
The Irate Customer
A New Customer
The Regular Customer
Learning the Art of Negotiation


Ask questions to determine the problem.
When you select a course of action, be direct and
specific in your statements.
Remain positive and service-oriented
Asking Questions


  Open Questions
  Closed Questions
Asking Questions


  It is also possible to shorten
 telephone calls by effectively using
 open and closed questions.
Asking Questions

 Open Questions begin with the words
  How, Why, When, Who, what and Where


 Closed Questions begin with the words
  Did, Can, Have, Do, Is, Will, and Would
Delivering Bad News



The Direct Approach

The Good News/ Bad News
 Approach
     Managing Different Caller
           Behaviors

Assertive / Demanding
Angry
Passive
Talkative
Analytical /Details - Oriented
The Assertive / Demanding Caller



Stay Objective
Listen
Relate
Propose an action plan
    Responding to an Assertive/
        Demanding Caller
 Listen so that you will understand the
  problem or request
 Match some of the caller’s assertiveness
 Use closed questions to help control the
  conversation
 Be friendly but specific and direct in your
  statements
 Remain courteous.
The Angry Caller


  Listen

  Relate

  Propose an Action Plan
Telephone Skills for Managing The
          Angry Caller
   Avoid the caller’s emotion. (Don’t get
    in the swamp with the alligator)
   Listen closely so you will understand
    the problem.
   Relate by apologizing in a general way
   Propose an action plan and then follow
    through
   Remain courteous.
The Passive Caller




 One skill that is usually successful with
 passive customers is to periodically ask
 them about your level of service.
The Talkative Caller


  Ask closed questions
  Use space control
  Provide minimal response.
The Analytical / Details - Oriented
             Caller


  Speak to the point.

  Remain courteous.
Managing Telephone Messages

  Date:
  Time:
  Dear Mr. XYZ,
  Mr. PQR called regarding DOST. Please
  call back on 3232323 upto 7.30 pm and
   45678456     after 7.30pm

  Regards
  Mary
Managing the Customer Callback


 Briefly explain the need for the callback
 Ask for permission to make a callback
 Make a commitment to call at an agreed-
  upon time
 Personalize your statements.
Managing Technology


  Voicemail
  Fax
  Email
  Conference Calling
Closing the Conversation

 Thank the customer for calling
 Let the customer know you appreciate his
  or her business
 Provide assurance that any promises will be
  fulfilled
 Leave the customer with a positive feeling.
Closing the Conversation



  Always let the customer hang up first.
  This is simple courtesy, plus it gives the
  caller a final chance to add something.
Understanding Customer Needs
Understanding Customer Needs

 Take Time to Understand what Your
  customer wants
 Interpreting Customer Needs
 Attitude Is Your Key to Success
 Quality Customer Service Defined
Attitude is your key to success

There are five important factors
   about attitude:
  1. Your attitude towards customers
      influences your behavior. You
     cannot always camouflage how
     you feel.

  2. Attitude strongly influence your
     level of job satisfaction.
Attitude is your key to success


  3. Your attitude is not only reflected
    by your tone of voice but also by
    the way you stand or sit, your facial
    expression, and I other non-
    verbal ways.
Attitude is your key to success


  4. Your attitude is not fixed. The
    attitude you
     choose to display is up to you.
  5. Your attitude affects everyone who
    comes in contact with you, either in
    person or on the
    telephone.
Attitude is your key to success



    Making Choices

    Taking Control
Tips for a Positive Attitude

Start each day with thoughts about
 the positive aspects of your job
When negative events occur, take a
 deep breath and re-establish a
 positive attitude by focusing on
 activities that allow you to regain
 your perspective.
Tips for a Positive Attitude

Whenever possible, avoid people
 and situations that are predictably
 negative
Share your attitude, when things
 are doing well. Attitudes are caught,
 not taught.
Managing the Customer’s
      Perception
Managing the Customer’s
      Perception



Create a Positive Image
Quality Customer Service



 Good customer service satisfies
 customer needs in a consistent and
 dependable manner.

				
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