2. BASIC RULES ANSWER THE CALL QUICKLY & NOT MORE THAN 3
BELLS RING WHILE SPEECH Speak Clearly & Slowly ( 125 Words Per
Min ) Use Of Simple Words WHILE LISTENING Listen & Clarify If
Unsure Repeat Relevant Information To Show Good Understanding Focus
And Avoid Unrelated Action To The Call
3. 8 GUIDE FOR EFFECTIVE LISTENING 1. Attentive And Show
Interest 2. Listen To The Speakers Understanding 3. Hear The
Speaker With No Interuption 4. Judge The Content Silently ( Eg:to
Know Which Category Issue ) 5. No Quick Assumptions 6. Avoid Being
Prejudice 7. Resist Distractions 8. Repeat Relevant Information (
To Test Own Understanding )
4. DOS AND DONTS DOS HAVE A WRITING PAD OR USE COMPUTER PADS
GREET CALLER IDENTIFY THE ORGANIZATION DEPT ETC BE CHEERFUL ( SMILE
IN VOICE & MODULATE TONE ) USE SUITABLE WORDS (EG: HOW MAY I
HELP YOU? & NOT WHAT DO YOU WANT? SHOW RESPECT TO ADDRESS
CALLER ( SIR/MADAM OR STATUS DATO/Y.B ) HELPFUL TO PROVIDE EXTRA
INFORMATION OR ALTERNATIVE LINE REMEMBER TO HANG UP POLITELY TOO
SAYING SORRY FOR WRONG DOING IS NEVER WRONG
5. DOS AND DONTS DONTS LEAVE PHONE UNANSWERED MORE THAN 1 MIN
CUTLINE OFF (ABANDON CALLER WITHOUT CLOSING CALL) INTERRUPTING
CALLER EAT, DRINK, CHEW OR MUNCH CURSE, SWEAR OR YAWN SHOUT OR
SPEAK LOUDLY RUSH THE CALLER BREATHE HEAVILY OVER MOUTHPIECE TRY TO
OUTSMART CALLER NOT ENCOURAGED
6. DOS AND DONTS LOSE TEMPER OR PATIENCE ARGUMENTS DISCUSS
PERSONAL OR DEPARTMENT/COMPANY POLICIES CONDEMN / COMPARE WITH
COMPETITORS FALSE & INACCURATE INFORMATION MAKE PROMISES
WITHOUT PRIOR CHECK NOT TREATING ALL CALL EQUAL IMPORTANCE (BREAK
HOUR CALLS)
7. ACTIVITY 1 Youre a telephone staff in a major airline
company, you encounter customer problems & concerns daily. Most
customers have a clear state of their wants and open to new
knowledge and information, but there are always some customers that
is challenging You received a call from an angry customer which
seat is cancelled due to the expiry of the ticketing time limit.
The customer claim its unfair to expect him to purchase ticket
sooner as he only travels next month. How would you respond
appropriately to the customer and others like him? LET US HELP
YOU..
8. Reasons for customers get mad/upset? Expectations have not
met Treated rudely or discourteous manner Miscommunication Given
unsatisfactory replies Embarrassed at doing something wrong /
incorrectly You / your organization argued with customer
9. Types of Customer Angry Impatient Upset Talkative Immature
(problems; make excuses/blame others) Special Needs (disable)
Superior (impression they are superior from agent; rude) Older (50
above; incapable to make decision) Non-committal (difficulty making
decision; seek more info; did past mistakes)
10. Ways To Handle Them Show empathy, let customer knew you
understand their situation Apologize for situation Probe for more
information Repeat their concern to reassure Show you value their
patronage Explain their options to be done Summarize theirs and
yours action End pleasantly
11. Asian Crisis (Languages) Speak slow and clearly Avoid slang
terms which is hard to translate Dont pretend to understand
customer Ask question & repeat what you understood No
frustration to understand the customer Ask customer to call again
with an English / Malay speaking friend If all fail, connect them
to colleague which talks their language
12. Conclusion to Overall Situations Be calm and pay extra
attention to each customer Be transparent but with limited
organizations information Know the difference between firm and rude
Show high respect and attention Every customer are VALUABLE Take
decision fast but the right one No harm by rechecking solutions
while customer explain Encouraged to have multi-task but only
work-related
13. Additional Tips First impression should be POSITIVE. Listen
problem with open mind Give encouraging responses Smile, but better
to smile sincerely Spell and pronounce their name correctly Make
mental notes if youre multi-tasking Be observer and control mouth
(impossible to talk & listen same time)