Call Handling skills

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1. Superior Customer Service
on the Telephone.
Gaurav Bhatnagar

2. RT Outsourcing Pvt ltd.
Goals
•Improve comfort and confidence on
the phone
•Use customer-service strategies that
get results
•Enhance the public’s image of HP by
providing superior customer service
over the phone

3. RT Outsourcing Pvt ltd.
Objectives
At the end of this training, you will be able to
define and describe:
3.A Customer’s Basic Needs
4.5 Dimensions of Customer Service
5.How to Manage a Call
6.Projecting a Positive Image
7.Techniques for handling difficult phone
situations

4. RT Outsourcing Pvt ltd.
”Keep Them Calling: Superior
Customer Service on the
Phone”
By: Sherry Barrett

5. RT Outsourcing Pvt ltd.
Questions to Ask Yourself
•Do my current skills help reduce my stress when
dealing with difficult calls?
•Do I enjoy being at work when I make a valuable
contribution to the Company?
•Do I feel personally satisfied when I’m doing a great
job?

6. RT Outsourcing Pvt ltd.
Why Should You Improve?
 Every call is an opportunity to enhance
customer relations, your image, and the image
of the university.
 Remember:
The typical person tells 20 people about a negative
experience and tells only 5 people about a positive
experience.

7. RT Outsourcing Pvt ltd.
The Basic Needs of the Customer
on the Phone
•To be recognized and remembered
•To feel valued
•To feel appreciated
•To feel respected
•To feel understood
•To feel comfortable about a want or need
View each caller
(both internal and external)
as a customer

8. Satisfying customers over the
telephone is often more challenging
than serving face-to-face.

9. RT Outsourcing Pvt ltd.
5 Dimensions of Customers
Service
1.Professionalism
2.Speedy Responses
3.Accurate Information
4.Genuine Concern
5.Reliable Follow-through

10. RT Outsourcing Pvt ltd.
5 Dimensions
1.Professionalism - use thank you and
please, control background noise,
don’t use office-specific jargon or
acronyms
2.Speedy Responses - predict follow-up
time, don’t pad conversation with idle
chatter, don’t take more than 24
hours to return a call, time is money

11. RT Outsourcing Pvt ltd.
5 Dimensions (Con’t)
1.Accurate Information - use easy-to
understand examples, don’t blame
others, don’t use outdated material
2.Genuine Concern - use empathy,
don’t judge caller’s feelings, don’t let
one negative call “bleed” into another
3.Reliable Follow-up - responsibility to
carry out promised action

12. RT Outsourcing Pvt ltd.
Positive Attitude
The Engine that drives
excellent service
forward.
.
.
The key ingredient in providing the
5 Dimensions of Customer Service.

13. RT Outsourcing Pvt ltd.
1.Creates goodwill with caller
2.Reduces the potential for irritating the
caller
3.Lessens stress for you
4.Helps you enjoy your job more
5.Creates a more productive work
environment
Advantages of a Positive Attitude

14. RT Outsourcing Pvt ltd.
Projecting a Positive Attitude
•Keep organized work space
•Make conscious effort to be
positive
•Link being positive with
consequences
•Choose role model who is positive
•Focus on the caller’s needs instead
of your own
•Feelings are a choice

15. RT Outsourcing Pvt ltd.
Managing the Call
•Answer Promptly (within 2 rings)
•Greet the Caller and Identify
Yourself
•Offer to Help
•Listen Carefully
•Use Caller’s name

16. RT Outsourcing Pvt ltd.
Example
“Thank you for calling Hp, this is Jan,
how may I assist you today?”
“Yes, Mr. Dev, I will check on the
status of your complaint. Would you
like to hold or would you prefer I call
you back in a few minutes with an
answer?”)

17. RT Outsourcing Pvt ltd.
Applying Positive Attitude to Create
Positive Impressions
•Word choices seem simple, but small
changes make a dramatic difference
•Positive phrasing creates an
environment where caller can respond
with an open mind
“Hold on a minute?” – positive?

18. RT Outsourcing Pvt ltd.
Turn Negative Into Positive
•“She’s not in yet.”
•“It’s a computer problem.”
•“Your file must be lost.”
•“That’s not my job.”
•“We never received your application.”

19. RT Outsourcing Pvt ltd.
Managing the Call
•Avoid blind transfers
•Ask the caller whether he or she can hold
•Tell caller to whom they’re being transferred
•Briefly introduce the caller to the coworker
•Closing the Call
•Close Call Formally
•Repeat action you agreed to take
•Say “Good-bye” instead of “Bye-bye”

20. RT Outsourcing Pvt ltd.
How to Give Bad News
The Sandwich Technique:
Insert the bad news
in-between two pieces
of good news.

21. RT Outsourcing Pvt ltd.
Voice Mail
•Keep it short
•Suggest person get something to take
notes on
•Give your availability
•Repeat name and phone number at
the end
•Close with “Thank-you”

22. RT Outsourcing Pvt ltd.
Angry Callers
•Recognizing the Signs of an Angry
Caller:
•High-pitch speech
•Long pauses
•Sighs
•Demands
•Short-terse answers
•Volume gets louder

23. RT Outsourcing Pvt ltd.
2 Problems of the Angry Caller
1.A relationship problem with the
Company
•Company’s relationship with the
customer is broken
•Usually because basic needs aren’t
being met
3.Specific problem that needs
attention

24. RT Outsourcing Pvt ltd.
7 Steps for Resolving the
Angry Customer’s Problem
1.Deal with feelings first. Listen and respond with
empathy.
2.Ask questions to get specifics about the complaint
3.Summarize caller’s problem to get agreement
4.Offer a choice of alternatives to fix the problem
5.Let the customer decide which alternative to use
6.Follow through on what you agree to do
7.When possible, do something extra.

25. RT Outsourcing Pvt ltd.
Abusive Caller
Definition:
•A caller who goes beyond expressing
anger about a problem and begins
attacking the person handling the call
•Often includes swearing and personal
attacks

26. RT Outsourcing Pvt ltd.
Handling Abusive Callers
Abusive Callers:
•Stay Calm
•You’re not the target
•Give caller warning
•“I beg your pardon?”
•“I don’t appreciate the language you are using.”
•“If you aren’t able to talk with me without
swearing, I will have to end this call.”
•If the call terminates, inform supervisor
immediately

27. RT Outsourcing Pvt ltd.
Handling Other Difficult Situations
•Two or more calls at once: ask if one
can hold, thank for patience
•Caller angry about being
transferred/put on hold: brief,
blameless apology
•Caller hangs up: tell supervisor
•Caller is crying: use empathy and slow
your pace, use “take your time”

28. RT Outsourcing Pvt ltd.
More Difficult Situations
•Caller uses another language-don’t
increase volume, try simple phrases
•Caller is mentally challenged-gear level
of language, focus on critical
information, summarize for agreement
•Caller asks for manager- try to address
the problem yourself, ask if they can
hold, inform manager

29. RT Outsourcing Pvt ltd.
Case Studies – Sandwich Technique
•Sales Rep
•Auto Repair Shop
•THANK YOU ………………….