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    Telephone Etiquettes

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    Amit Srivastava
    This document discusses the soft skills needed to effectively handle telephone calls at a customer service job. It emphasizes that the right attitude and both hard skills and soft skills are necessary to do any job well. Soft skills like communication, teamwork, and presentation are especially important for telephone handling. The document provides guidance on how to structure calls, ask questions, provide solutions, handle difficult customers, and maintain proper etiquette throughout the call to leave a positive lasting impression. Effectively managing customers' expectations and addressing both positive and negative impressions are also emphasized.

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    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd

    Telephone Etiquettes

    Uploaded by

    Amit Srivastava
    31 views37 pages
    This document discusses the soft skills needed to effectively handle telephone calls at a customer service job. It emphasizes that the right attitude and both hard skills and soft skills are necessary to do any job well. Soft skills like communication, teamwork, and presentation are especially important for telephone handling. The document provides guidance on how to structure calls, ask questions, provide solutions, handle difficult customers, and maintain proper etiquette throughout the call to leave a positive lasting impression. Effectively managing customers' expectations and addressing both positive and negative impressions are also emphasized.

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    This document discusses the soft skills needed to effectively handle telephone calls at a customer service job. It emphasizes that the right attitude and both hard skills and soft skills are necessary to do any job well. Soft skills like communication, teamwork, and presentation are especially important for telephone handling. The document provides guidance on how to structure calls, ask questions, provide solutions, handle difficult customers, and maintain proper etiquette throughout the call to leave a positive lasting impression. Effectively managing customers' expectations and addressing both positive and negative impressions are also emphasized.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    31 views37 pages

    Telephone Etiquettes

    Uploaded by

    Amit Srivastava
    This document discusses the soft skills needed to effectively handle telephone calls at a customer service job. It emphasizes that the right attitude and both hard skills and soft skills are necessary to do any job well. Soft skills like communication, teamwork, and presentation are especially important for telephone handling. The document provides guidance on how to structure calls, ask questions, provide solutions, handle difficult customers, and maintain proper etiquette throughout the call to leave a positive lasting impression. Effectively managing customers' expectations and addressing both positive and negative impressions are also emphasized.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 37

    Why every one with the same

    qualification is not equally


    good on the job?

    To do any job effectively one


    needs the RIGHT ATTITUDE and
    two types of skills. Hard Skills
    & SOFT SKILLS
    RIGHT ATTITUDE

    “A state of mind or a feeling”


    THE CAN DO ATTITUDE
    You CAN DO everything, but not all at once
    You CAN DO everything, if it is important
    enough for you to do it
    You CAN DO everything, but you may not be the
    best at everything
    You CAN DO everything, but there will be
    limitations
    You CAN DO everything, but you will need help
    SOFT SKILLS

    Ability to communicate effectively,


    promote teamwork ,present ideas,
    mannerisms, grooming, behavior are
    collectively called SOFT SKILLS
    TELEPHONE
    HANDLING SKILLS
    What do you
    mean by this?

    Becoming
    Your
    Company’s
    Voice
    Ambassador
    INBOUND CALL
    STRUCTURE
    TELEPHONE CALL HANDLING STRUCTURE
    RECEIVE CALL

    CLOSE CALL CALL


    OPENING

    OFFER FURTHER
    ASSISTANCE
    ACTIVE
    LISTENING

    OFFER SOLUTION

    EFFECTIVE
    PROBING-Ask
    relevant Questions

    UNDERSTAND QUERY
    WHEN OPENING THE CALL…
    Sound cheerful.

    The introduction should be clear


    so that the customer
    understands.

    Sound sincere when saying the


    help statement.
    FIRST IMPRESSIONS…

     People form their first


    impressions in the first minute
     Over the telephone it takes 15
    seconds
    First impressions on phone are created by:-

     Tone of voice

     Words used

     Your attitude
    MOMENT OF TRUTH
    Your first interaction with the customer
    is a “Moment Of Truth”.

    Remember…
    1 negative MOT
    is neutralized by
    10 positive MOTs
    ASKING FOR CUSTOMER’S
    QUERY
    When taking customer
    info….
    Listen carefully.

    Make the customer feel that you’re


    actually listening to him/her.

    Your attitude should be according to


    the way the customer is feeling.

    Probe using “open” and “close” ended


    questions.
    PROVIDING SOLUTION
    When providing a solution
    Make sure that you provide the
    correct information.
    Make sure to provide complete
    information
    If you’re not sure, put the
    customer on hold.
    Confirm that the customer
    agrees with the solution that you
    provided. Always aim for FTR
    (First Time Resolution).
    HOLD TECHNIQUE
    When putting on hold
    Take permission from the customers before
    putting them on hold.

    Always thank the customer when you come


    back to the phone line.

    Try and not exceed 30 seconds of hold time.

    If you feel that finding a particular solution


    would need more time than you asked for,
    Refresh the customer.

    Make sure you press the “Hold” button.


    CALL TRANSFERRING
    When transferring a call
    Inform the customer that you’re
    going to transfer the call.

    Update the receiver of the


    transferred call as to the status
    of the call and also the customer
    information.
    DO’S & DON’T’S
    DO’S
    Use a PLEASANT tone
    Speak FLUENTLY
    Speak CLEARLY
    MODULATE your voice
    Keep CALM
    Be COURTEOUS
    Keep the language basic
    and SIMPLE
    Be CONFIDENT
    LISTEN ATTENTIVELY
    Be ENERGETIC
    DON’T’S
    Don’t hang up the phone on the
    customer. Let him/her disconnect the
    call.
    Don’t sound as if the customer is
    supposed to know all the things that
    you know.
    Don’t try and get too personal with the
    customers. Draw a line between you and
    the customer.
    Don’t sound like a recorded message
    Don’t be in a hurry to end the call
    because you don’t like the person – treat
    every customer equally.
    Why ‘d a customer be
    Irate?
    Having a Grievance against the service
    Why??
    Did not meet the expectation of the customer
    Failed to resolve the query at first go

    Provided incorrect information

    Provided incomplete information

    Handled in a unpleasant,rude & harsh manner


    How to handle such a
    situation?

    HOW??
    Fire cannot be fought
    with fire! It has to be
    fought with cold water !
    Listen- Do not interrupt!
    See/understand the problem from
    the customers point of view
    Apologize to the customer for the
    inconvenience caused
    Show empathy
    Accept your fault if you are at fault
    Do not let him feel that he is the
    accused!
    Provide solution/Action
    Thank the customer for the feedback
    Remember!!
    Be Polite
    Be Assertive
    Be Confident
    Speak Fluently & Clearly
    Show courtesy
    Angry Customers Don’t take
    it
    Stay Listen personally
    calm Attentively

    Thank the
    customer for
    the feedback APOLOGISE

    Agree on a EMPATHISE
    solution

    Outline
    the plan of
    action
    Etiquette at every stage
    Opening should be
    done within 3
    seconds. This
    shows a
    professional
    attitude.
    Smile, it makes
    your voice
    brighter and more
    pleasant.
    Sound
    enthusiastic while
    greeting the
    customer.
    Etiquette at every stage
    Show empathy whenever
    needed.

    Your positive attitude will


    tell the customer that
    his/her decision to call
    customer care was right.

    Be sure to use the good


    words like PLEASE and
    THANK YOU. These mean
    a lot to the customers.
    Etiquette at every stage

    Use the caller’s


    preferred name.

    Let the caller


    disconnect the
    call. Doing so on
    your part is
    construed as
    RUDE.
    Etiquette At Every
    Stage

    Remember …

    Smile
    Smile

    And keep
    smiling
    CALL CLOSING
    When closing the call
    Always ask for any further help
    needed before closing.
    Never disconnect the call
    yourself.
    Comprehension should be there.
    Remember, opening the call
    creates the first impression, but
    closing causes a lasting
    impression.
    What’s in a customer’s mind?

    EXPECTATIONS

    Positive
    Negative
    Don’t Forget…
    You are there to
    make customers
    comfortable

    You are an
    ambassador for
    !dea

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