Telephone techniques to give customers a positive
Telephone techniques to give customers a positive experience
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.
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
Your voice is your most powerful tool
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
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
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
A good start is to see the behaviour as challenging, not the person
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.
Dealing with complaintsNever say or do the following
Dealing with unfriendliness
And if all else fails….
talk to your line manager
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
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.
Within our organisation: We always answer the phone with our full attention and a smile