Transcript Chapter 1 -- Key Aspects of Customer Service

Chapter 11
Effective Telephone
Communication
Objectives
Detail the essential customer service skills
needed when communicating over the phone
Understand the purpose of voicemail and how
to leave a customer-friendly message
Learn how to evaluate the quality and delivery
of your voice, especially when speaking on the
phone
Distinguish between outbound and inbound
telemarketing
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Answering the Telephone
Telephone greetings help form first
impressions with customers
Key elements of a telephone greeting
The department or company name, your
name, and an offer of assistance
Example: “Customer service, this is Melissa.
How may I help you?”
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Answering the Telephone
The Basic Process
Stay close to the phone
Be friendly and pleasant
Do not use technical language or abbreviations
Always remain courteous, even if the caller is
not
Have paper and pencil handy to take notes
Bring closure to the call
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Transferring Calls
Strategies to use
State what you can do, not what you cannot do
Avoid using the word “transfer”
Pass along customer information
Stay on the line
Don’t guess who to transfer a call to
Do transfer the customer, if that is his or her
preference
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Reminders When
Placing Callers on Hold
Tell the caller why you would like to put him or
her on hold, and ask for permission to do so
Keep callers on hold no longer than 45 seconds
Thank the customer for holding
Offer to call the customer back instead of putting
him or her on hold
Check back frequently
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Handling Irate Callers
Surveys show that almost 75% of people
who complain will do business with the
same company in the future if the problem
is resolved quickly and to the customer’s
satisfaction.
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Voicemail–Outgoing Greeting
and Leaving a Message
Recording an
outgoing greeting
State your name
and title and give
reasons you cannot
answer the phone
at this time
Request key
information from
the caller
Remember to
return calls
promptly
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Leaving a voicemail message
State your name, date/time,
company name and why you
are calling
Say what you would like the
recipient to do
Give reasons for the request
Say, “Thank you.”
Finish with providing your
phone number clearly stated
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Voice Qualities
While Speaking on the Phone
General guidelines for using your voice
Use a steady, moderate rate of speech
Never allow your voice to become overly loud
or shrill
Keep a smile in your voice
Increase the energy in your voice
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Delivery Techniques
While on the Phone
Customers are impressed when a CSR
demonstrates
Friendliness and interest in them
Proficiency in handling the caller’s request
without much delay
Intelligence about product and service
features, functions, and benefits to the
customer
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Understanding
Telemarketing Activities
Outbound telemarketing
A direct marketing technique used by many
organizations because of rising postage rates
and decreasing long-distance phone charges
Inbound telemarketing
Used by companies to take orders, generate
leads, and provide customer service
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The World of Customer Service, 2e
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