Telephone techniques to give customers a positive

experience

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Telephone techniques to give customers a positive experience

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First impressions count

When we meet people we form an impression based on a number of elements including appearance and body language.

Without the aid of these verbal clues, it is more difficult to make a good first impression on the telephone.

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Group Exercise

What are the first words your customer hears?

Is your first message consistent, welcoming and friendly?

As a team, spend a five minutes agreeing your standard opening message

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Your voice is your most powerful tool

Pace

Volume

Clarity

Tone

Look up

Smile!

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But don’t take my word for it, try it out

In pairs or threes, 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

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Challenging Behaviour

A good start is to see the behaviour as challenging, not the person

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Exercise

Problems & Solutions

What type of difficult or challenging behaviour to you encounter or fear encountering?

Use the post-it notes provided to give some examples.

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Dealing with complaints

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Dealing with complaintsNever say or do the following

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Dealing with aggression

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Dealing with vagueness

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Dealing with unfriendliness

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And if all else fails….

talk to your line manager

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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

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Exercise

Creating A Customer Care Charter

As a group, spend 15 minutes developing a list of points which will help to standardise the way you work and will give the customer the best possible service.

For example:

Within our organisation: We always answer the phone with our full attention and a smile

Thank You

Sweet TLC Ltd

www.sweet-tlc.co.uk