ANSWER CALL EFFECTIVELY

& EFFICIENTLYBY :

TEAM LEADER HAIRITEAM LEADER ZAKI

TEAM LEADER RAZZIF

LEARNING OUTCOMES

By the end of this session, you will be able to :

a. Answer call appropriately.b. Solve customer’s problem.c. Do report.

TELEPHONE COURTESYThe moment you answer the call :

You are your company. You are the front line. Your behaviour throughout the call reflect the

company image. You have to use “Sir” , “Thank you” ,

“ Please” during the conversation.

Tips :a. Avoid mumbling. Say Yes instead.b. Listen carefully.c. Resist temptation to interrupt.

STEP FOR ANSWERING CALLSTEP 1: GREETING

Use your first name when answering the phone, along with a standard professional greeting.

In Bahasa : Terima kasih kerana menghubungi TM, (nama anda) bercakap. Boleh saya bantu?

In English : Thank you for calling TM, (your name) speaking. How may I assist you?

Tips:a. Speak politely and clearly.b. Smile while you speak.c. Don’t rush!

STEP FOR ANSWERING CALL

STEP 2: DESIGNATIONGet the customer’s name. Remember the caller’s name and address him / her appropriately.

In Bahasa: Dato’ / Datin/ Encik / Puan / CikIn English: Dato’ /Datin / Mr / Mrs / Ms

Tips:a. Write his / her name immediately.b. Control your voice.

STEP FOR ANSWERING CALL

STEP 3: SOLUTIONProvide solution for customer:

a. Product Knowledgeb. Troubleshootc. General Info

Tips :d. Ensure understand product,

troubleshoot and general info.e. Give information needed.

3A. PRODUCT KNOWLEDGE

3B. TROUBLESHOOT

1. HARDWAREa. Modem Faulty - Look at LED light (colour & blink).b. Splitter

- Check for functionality.c. Telephone & Network Cable

- Check for functionality.

3B. TROUBLESHOOT

2. LINEa. Local Area Network (LAN)

- check at PC or Modem.b. Telephone Line

- check for ring tone.

3C. GENERAL INFO

Billing Technical Move Address Warranty Miscellaneous

Tips:a. Be patient and listen to what the customer

is saying. b. Avoid providing an answer before customer

finished speaking.

STEP FOR ANSWERING CALLSTEP 4: HOLD A CALLAsk permission or inform before putting a caller on hold. Try not to keep a caller on hold for a long time. Maximum 30 seconds.

In Bahasa : Saya akan letakkan Encik / Puan dalam talian menunggu sementara saya mendapatkan maklumat.

In English : I will put your call on hold while I get the information needed.

Tips :a. Avoid using words or acronyms that customer

may not understand.b. Be empathetic and remain calm & professional.

STEP FOR ANSWERING CALLSTEP 5: CLOSE CONVERSATION.

Be helpful. Volunteer help. Don’t wait to be asked. Don’t forget to end call politely.

In Bahasa : Ada apa-apa lagi yang boleh saya bantu? …….. Terima kasih kerana menghubungi TM. Bye

In English : Is there anything else I can assist you? ……… Thank you for calling TM. Have a nice day.

Tips :a. Don’t forget to smile.

WATCH YOUR WORDS!

Bahasa Apa masalah

awak? Tetapi ,… Saya tidak boleh.. Saya tidak tahu..

English What is your

problem ? But , …. I cannot ……. I don’t know

Bahasa Bagaimana saya

boleh bantu? Walau bagaimanapun, Saya berpendapat.. Saya akan dapatkan..

EnglishHow may I assist you? However , …… I am afraid, …. I will get info …

NO YES

REPORT Report must be done per call

basis. Use Notepad with information of :a. Date and time of callb. Detail info of callerc. Point of Conversationd. Suggestion

REPORT1. Open Notepad.2. Press F5 (for automatically insert

date and time).3. Insert Caller Info.4. Insert Conversation.5. Summary.