VIEWS: 5 PAGES: 73 POSTED ON: 2/17/2013
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.
Pages to are hidden for
"Telephone Courtesy _ Customer Service"Please download to view full document