Telephone Training Power Point Final

8/3/2019 Telephone Training Power Point Final

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Superior Customer Serviceon the Telephone

Chris Carter

Training Coordinator

Office of Human Resources

Employee Development Center (EDC)


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Goals

Improve comfort and confidence on the

phone Use customer-service strategies that get

results

Enhance the publics image of theUniversity by providing superior customerservice over the phone


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ObjectivesAt the end of this training, you will be

able to define and describe:

1. A Customers Basic Needs

2. 5 Dimensions of Customer Service

3. How to Manage a Call

4. Projecting a Positive Image5. Techniques for handling difficult

phone situations


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Keep Them Calling: Superior

Customer Service on the Phone

By: Sherry Barrett


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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 avaluable contribution to the university?

Does the university save money when Iprovide accurate and responsive

customer service on the phone? Do I feel personally satisfied when Im

doing a great job?


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Why Should You

Improve? Every call is an opportunity to enhance customer

relations, your image, and the image of theuniversity.

Remember: The typical person tells 20 people

about a negative experience and tells only 5 peopleabout a positive experience.


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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 needView each caller (both internal and

external) as a customer


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Satisfying customers over

the telephone is often morechallenging than serving

face-to-face.


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5 Dimensions of

Customers Service

1. Professionalism

2. Speedy Responses

3. Accurate Information

4.G

enuine Concern5. Reliable Follow-through


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5 Dimensions

1. Professionalism - use thank you and please,

control background noise, dont use office-specific jargon or acronyms

2. Speedy Responses - predict follow-up time,

dont pad conversation with idle chatter,dont take more than 24 hours to return acall, time is money


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5 Dimensions (Cont)

3. Accurate Information - use easy-to

understand examples, dont blame others,dont use outdated material

4. Genuine Concern - use empathy, dontjudge callers feelings, dont let onenegative call bleed into another

5. Reliable Follow-up - responsibility to carryout promised action


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Positive AttitudeThe Engine that drives

excellent serviceforward.

The key ingredient in providing the5 Dimensions of Customer Service.


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1. Creates goodwill with caller

2.

Reduces the potential for irritating thecaller

3. Lessens stress for you

4. Helps you enjoy your job more

5. Creates a more productive workenvironment

Advantages of a Positive Attitude


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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 callers needs insteadof your own

Feelings are a choice


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Managing the Call

Answer Promptly (within 3 rings)

Greet the Caller and Identify Yourself Offer to Help

Listen Carefully

Use Callers name


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Example

XYZ Financial Services, this is Jan, how

may I help you today?

Yes, Mary, I will check on the status of

your application. Would you like to hold, orwould you prefer I call you back in a fewminutes with an answer?


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Applying Positive Attitude to

Create Positive Impressions Word choices seem simple, but small

changes make a dramatic difference

Positive phrasing creates anenvironment where caller can respondwith an open mind

Hold on a minute? positive?


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Turn Negative Into PositiveShes not in yet.

Its a computer problem.

Your file must be lost.

Thats not my job.

We never received your application.


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Managing the Call Avoid blind transfers

Ask the caller whether he or she can hold

Tell caller to whom theyre 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


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How to Give Bad NewsThe Sandwich Technique:

Insert the bad news

in-between two pieces

of good news


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Case Studies Sandwich Technique

Sales Rep

Auto Repair Shop


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Voice Mail

Keep it short

Suggest person get something to takenotes on

Give your availability

Repeat name and phone number at the end Close with Thank-you


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Angry Callers

Recognizing the Signs of an Angry Caller:

High-pitch speech Long pauses

Sighs

Demands

Short-terse answers

Volume gets louder


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2 Problems of the Angry Caller

1. A relationship problem with the University

Universitys relationship with the customer isbroken

Usually because basic needs arent being met

2. Specific problem that needs attention


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7 Steps for Resolving the

Angry Customers Problem1. Deal with feelings first. Listen and respond with

empathy.

2. Ask questions to get specifics about the complaint

3. Summarize callers problem to get agreement

4. Offer a choice of alternatives to fix the problem

5. Let the customer decide which alternative to use6. Follow through on what you agree to do

7. When possible, do something extra


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Abusive CallerDefinition:

A caller who goes beyond expressinganger about a problem and beginsattacking the person handling the call

Often includes swearing and personal

attacks


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Handling Abusive CallersAbusive Callers:

Stay Calm

Youre not the target Give caller warning

I beg your pardon?

I dont appreciate the language you are using.

If you arent able to talk with me without swearing, Iwill have to end this call.

If the call terminates, inform supervisorimmediately


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Handling Other Difficult Situations Two or more calls at once: ask if one

can hold, thank for patience

Caller angry about beingtransferred/put on hold: brief,blameless apology

Caller hangs up: tell supervisor Caller is crying: use empathy and slow

your pace, use take your time


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More Difficult Situations Caller uses another language-dont

increase volume, try simple phrases

Caller is mentally challenged-gear levelof language, focus on criticalinformation, summarize for agreement

Caller asks for manager- try to addressthe problem yourself, ask if they canhold, inform manager

Documents

Telephone Training Power Point Final