Telephonic Skill

7/31/2019 Telephonic Skill

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Why customer service matters?

Commercial survival in this competitive market

Job security in ever threatening environment

Good self image in this professional era

Compaqt S o f t w a r e s


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The telephone is part of customer service. It is theavenue through which many of our customers get their

An importance of telephonic etiquette

first impressions of our business. Telephone etiquette isso critical because satisfying customers over the phoneis often more challenging than serving face to face.

Lets have a quick tips on How to deal with client onphone?



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Pick up the call in not more than two rings Greet the clients first Self Introduction

Opening of the call:

er ass s ance Listen carefully Remember callers name and use it during conversation

Good Morning, This is Surya on the line from Compaqt Softwares,How may I assist you today?



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Seek Permission

Give Reason Get the customers response Revert In time

Putting customer on hold:

Mr. Joshi, may I put you on hold as I need to check the status withour service division?

Thank you for staying on line, I would require few more minutes toget you the information. So, would you prefer to stay on hold or acallback from our side?

Thank you for staying on line, I appreciate your patience Compaqt S o f t w a r e s


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Seek Permission Give Reason Give the details of the customer to whom line is being

Transferring the call:

Inform the customer about the person to whom line isbeing transferred

May I put on hold while I transfer your call to our manager?

Im transferring your call to our HOD, Mr. Shabber

Shabber, I have Mr. Vyas on line who has following complaintCompaqt S

o f t w a r e s


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Call Closure:

Summarize Information to be given Further assistance Closing Script

Summary Is there anything else I can help you with? This wasSurya on the line and thank you for calling! Have a pleasant day.



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WORDS18%

Factor effects on tele-communication:

TONE82%

tone of voice

words used



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Expresses positive feeling or emotion.

Magic of Tone:

. . , ,Angry, Bored, In a Hurry & Interested)

I have just lost my job.Today is our monthly event.

In Raghukul dying they have again problem in VAT report.Is there anything else I can help you ?



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Emphasizing words to enhance message. Lets Practice!!!!!

The effectiveness of Variation:

Read the following sentence with emphasizing the bold word:

I want you to attend this call by today itself

I want you to attend this call by today itselfI want you to attend this call by today itselfI want you to attend this call by today itself



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Try to focus on your Vocal qualities:

Volume Peach Clarity

Try to speak the following sentence with different vocal qualities:

Today where you were whole the day?Today I went to attend the call.Have you solved the clients complaint?



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Dealing with complaints (Do):

Take a deep breath

Keep your voice enthusiastic and friendly

Listen to what is being said, take notes Restate the problem as you heard it

Get the speakers name and telephone number Sympathise without being disloyal

If the organisation is at fault, apologise Never give excuses

Send the customer away with something If you promise something (e.g. to call back) - do it


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Dealing with complaints (Dont): You are through to the wrong department

It's not my fault I didn't deal with this Will you write in (a solution is needed now)

We are having lots of problems you're actually thesixth one today

Interrupt - they will start all over again Automatically accept liability

Jump to conclusions Talk down to the caller

Lose your temper

Appeal for sympathy


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5 Steps to listen effectively:When we listen we

ece ve Interpret

Evaluate

commit to memory

Respond


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Barriers to Active Listening:

BoredomUrge to speak

Pre-conceivednotions

Environment

Lack of timeImpatienceIts my job to talk

not listen


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Establish Good Rapport:

Use the customersnameBe polite

Take it personallyBe confrontationalBe sarcastic

Do Dont

Be honestGive your fullattentionSmileEnjoy what you doTake ownershipFollow up

Use negative wordsTighten your faceMake excusesLiePass the buck


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How to deal with telephonic sales inquiry?


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Last but not least:

Remember your Lastcall should be always


like your first call


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Thanks for attendingthe session.

Happy Calling time.!

Prepared & Presented by: Irfan Shersia

Telephonic Skill

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Transcript of Telephonic Skill