This document discusses etiquette and protocols for customer interaction. It covers 6 modules: office etiquette and protocol, business conversation skills, basic customer care skills, handling difficult situations, making a positive first impression, and telephone handling. The benefits of good customer service are also discussed, including increased customer satisfaction, retention, and the company's bottom line. Body language, attitude, behavior, and distance are important aspects of customer interaction etiquette.

1. Etiquette of Customer Interaction
Etiquette of Customer Interaction
Ahmed
d Serag
7/3/2008 1

2. Ground Rules
Ground Rules
• Mobiles off or silent
Mobiles off or silent
• Keep to the point
• Ask Question
kQ i
• No side talks
• Ask for a break
7/3/2008 2

3. Contents
Introduction
Module 1: Office Etiquette and Protocol
Module 2: The Art of Business C
d l 2 h f i s Conversation i
Module 3: Eight Basic Customer Care Skills
Module 4: Handling difficult S
Situations
Module 5: How to make a pos
Module 5: How to make a pos sitive first Impression
sitive first Impression
Module 6: Telephone Handling
7/3/2008 3

4. Contents
Introduction
Module 1: Office Etiquette and Protocol
Module 2: The Art of Business C
d l 2 h f i s Conversation i
Module 3: Eight Basic Customer Care Skills
Module 4: Handling difficult S
Situations
Module 5: How to make a pos
Module 5: How to make a pos sitive first Impression
sitive first Impression
Module 6: Telephone Handling
7/3/2008 4

5. Introduction
• “Getting customers and kee
Getting customers and kee eping them are the only parts
eping them are the only parts
of the business that earns M
Money. All other activities
create Cost
create Cost”
• Competition means that customers have a choice
between several suppliers o
between several suppliers of Identical or very similar
of Identical or very similar
o
products/services
• S G
So Great Customer Care me
C C eans the difference between
h diff b
business success or failure.
7/3/2008 5

6. Who are Customers
Who are Customers
People who receive my outp
People who receive my outp
put.
put
People who pay me.
They are the reason why I d
do my job.
People who want to avail m
People who want to avail m company’s services
my company s services.
my
7/3/2008 6

7. Type of Customers
Type of Customers
• Internal:
Internal:
– Group of people you may ser
rve within the organization
• External
External:
– These are customers who come to your organization for some
services or products.
services or products
7/3/2008 7

8. Four Things that the C
Four Things that the Customer Wants
Customer Wants
C
Friendly, caring service:
y, g
Being interested
g
Giving information
Listening carefully
Answering questions
Warm friendly responses at all
times especially when
i i ll h
customers are upset or have
concerns
7/3/2008 8

9. Four Things that the C
Four Things that the Customer Wants Cont
Customer Wants Cont.
C
Flexibility:
Flexibility:
Customer want the person to
“jiggle” the system to make it
jiggle the system to make it
work for them.
They don’t want to hear “No”.
7/3/2008 9

10. Four Things that the C
Four Things that the Customer Wants Cont
Customer Wants Cont.
C
Problem resolution:
Problem resolution:
Business problems
Non‐business problem
p
7/3/2008 10

11. Four Things that the C
Four Things that the Customer Wants Cont
Customer Wants Cont.
C
Recovery:
If and when mistake is made,
If and when mistake is made,
customer wants you to take
care of it quickly and to their
satisfaction.
Apology
Fix it
i i
Extra Step
Follow up
Follow up
7/3/2008 11

12. Benefits of Good Cust
Benefits of Good Cust
tomer Service
tomer Service
• Personal Benefits :
Personal Benefits :
Less stress
Higher efficiency
More job satisfaction
• Organizational Benefits:
g
Key to survival and success.
Motivated teamwork.
Motivated teamwork.
Cost effective.
Adds to the company bottom line
Adds to the company bottom line
7/3/2008 12

13. Benefits of Good Cust
Benefits of Good Cust
tomer Service Cont.
tomer Service Cont
Some Startling Statistics:
g
Only 4% of customers actually
complain which means that 94%
do not complain.
do not complain
For every complaint you receive
there are 26 unattended.
Around 75% of the complaining
customers will do business with
you again, if you act quickly.
you again, if you act quickly.
It costs 5‐6 times more to attract
new customers than to keep old
ones
7/3/2008 13

14. Benefits of Good Cust
Benefits of Good Cust
tomer Service Cont.
tomer Service Cont
Out of the entire customers you lost:
y
1% die
3%
3% move away
move away
9% go away for cheaper prices
s
19% are chronic customers
68% leave due to bad service
So most of all Customers go elsewhere
because the people they deal with are
indifferent to their needs 68%
indifferent to their needs 68%
7/3/2008 14

15. What is Etiquette and
What is Etiquette and Protocol?
d Protocol?
d
• Protocol is a Greek word me
is a Greek word me eans Glue. Gluing cultures,
eans Glue Gluing cultures
principles, concepts, religion and others.
• Then a number of global eti
Then a number of global eti iquette rules to be set for all
iquette rules to be set for all
the people of the community.
• Ei
Etiquette i h
is the art of comp i
f posing manners. It is how to
I i h
save your professional pride e and personal dignity.
• It is how to reflect professio
onalism.
7/3/2008 15

16. Why Etiquette and Pr
Why Etiquette and Protocol?
• Being able to keep positive attitude
Being able to keep positive attitude.
• Being a winner not a loser aat the workplace and in the
world of business.
world of business
• It helps in changing your tho
oughts as long as you are the
one who makes it.
h k i
• It will make you feel good about yourself, consequently
feel good about the world a around.
7/3/2008 16

17. Contents
Introduction
Module 1: Office Etiquette annd Protocol
Module 2: The Art of Business C
d l 2 h f i s Conversation i
Module 3: Eight Basic Customer Care Skills
Module 4: Handling difficult S
Situations
Module 5: How to make a pos
Module 5: How to make a pos sitive first Impression
sitive first Impression
Module 6: Telephone Handling
7/3/2008 17

18. Office Etiquette and Protocol
Office Etiquette and Protocol
7/3/2008 18

19. Why Should You Care
Why Should You Care?
• You are the Image of the Co
You are the Image of the Co ompany.
ompany
• It will be easy to handle diff
ficult situations and reduce
frustration.
frustration
• Increase Customer satisfact tion.
• Experience personal growth h, which provide self
satisfaction.
• Achieve better career path
7/3/2008 19

20. How do People make the choice to buy?
How do People make the choice to buy?
• Price
• Quality of the Product/Servvice
• Emotional factors
i lf
• After Sales Support
• Customer satisfaction is ver
ry strongly tied to the way
they are treated.
y
• Positive recommendation b because of good Attitude and
Behavior
7/3/2008 20

21. Attitude and Behavior
Attitude and Behavior
r
• When dealing with Custome your behavior should be:
When dealing with Custome
ers your behavior should be:
ers
– Professional
– Understanding
– Patient
–AAccountable
t bl
7/3/2008 21

22. Attitude and Behavior Cont.
Attitude and Behavior Cont
r
r
• Professional
– Knowing your duties very we ell.
– Keeping your personal feeling aside
Keeping your personal feeling aside.
– Keeping your personal life ou
utside the door.
• U d t di
Understanding
– You are in people business, they want help. They will let you
help them only if you show th
h l th l if h them understanding for their
d t di f th i
situation.
7/3/2008 22

23. Attitude and Behavior Cont.
Attitude and Behavior Cont
r
r
• Patient
– Gi ti
Give time to customer to explain hi
t t t l i his problem
bl
– Be patient when ever you hear th he same question fifty time this week.
– Answer the question as if it is the first time to hear it
Answer the question as if it is the first time to hear it.
• Accountable:
– Take the responsibility for helping the customer
Take the responsibility for helping
g the customer
g
– You have to be :
• Enthusiastic, it is contagious
• Confident, it increases client trust in you
u
• Welcoming, satisfy the customer for feeling liked
• Helpful, this is what the customer wants s more than anything else
• Show Care, make the customers feel tha at they are important.
7/3/2008 23

24. Behavior that Sets You
Behavior that Sets You Apart
u Apart
u
• Body Language
– Control your hand gestures
Control your hand gestures
– Stand (or sit) tall
– Face your listener
y
– Keep your feet down
• Distance
– Keep yourself close to the custo
omer
– Keep moving close while the ot ther stepping away
• Body Contact
– Handshaking
• Eye Contact
7/3/2008 24

25. Body language
Body language
• Choice of clothing
• Distance from others
Di t f th
• Posture
• Sitting position
Si i ii
• Movements
• Gestures
• Facial expressions
• Eye contact
• Eye movement
7/3/2008 25

26. Body Language
Body Language
• Body Language tells people w
Body Language tells people w
what you really mean and feel.
what you really mean and feel
• Look for Clusters and Changes
s
One gesture does not always prove how other feel, look for several
One gesture does not always prove how other feel look for several
individual bits of body languagee that fit together to tell you the
story. Look also for changes, this will give you an idea of how a
person is feeling about what yoou are saying.
• Open or Closed?
– Some body language gestures a are open and positive
– Others are closed and negative
e.
7/3/2008 26

27. Body Language
Body Language
• Cold or Warm?
– Using plenty of gestures will make yo
ou warm, enthusiastic and emotional.
– Using very little gestures makes you seem colder. This is could be useful when
communicating facts or bad news.
• Distance from others
– Keep a reasonable space between yo
ou and your client.
• Eye Contact
– It shows that you are listening and ca
y g are.
– Always greet clients and don’t wait them to greet you first
• Smile
– Remember that behavior is contagio Smile at customers, but try to be
Remember that behavior is contagio
ous. Smile at customers, but try to be
ous.
sincere.
• Voice Tone
– Keep your voice moderate neither to loud nor too low
Keep your voice moderate, neither to
oo loud nor too low.
oo
7/3/2008 27

28. Contents
Introduction
Module 1: Office Etiquette and Protocol
Module 2: The Art of Business C
d l 2 h f i s Conversation i
Module 3: Eight Basic Customer Care Skills
Module 4: Handling difficult S
Situations
Module 5: How to make a pos
Module 5: How to make a pos sitive first Impression
sitive first Impression
Module 6: Telephone Handling
7/3/2008 28

29. The Art of Busine
The Art of Busine Conversation
ess Conversation
ess
7/3/2008 29

30. How to Start and Sust
How to Start and Sust a Conversation
tain a Conversation
tain
• The key is to listen more tha to talk
The key is to listen more tha
an to talk.
an
• Know how to ask is recogniz zing how to phrase questions
• The best way to get other re
h b h espond is to ask open ended
di k d d
questions
• Appear to be sincerely interrested in what you are asking
and in the response elicitedd
7/3/2008 30

31. How to be Perceived a
How to be Perceived a a Good Listener
as a Good Listener
as
• Take two
Take two
– To avoid talking while the cus
stomer is talking, count to two
after he/she has finished.
after he/she has finished
• Jump on the same waveleng
gth
– Learn to identify the people as auditory visual or feeling and
Learn to identify the people as auditory, visual, or feeling and
then communicate with them m on their language
• Paraphrase
– A bets way to let others know
w that you heard what they said
is by paraphrasing.
is by paraphrasing
7/3/2008 31

32. How to gain Control o
How to gain Control o a Conversation
of a Conversation
of
• Be open and friendly
Be open and friendly
• Take risks
• Be the first to say hello
h fi h ll
• Be genuinely interested in p
people
• Be open to new ideas
• Accept people as they are
Accept people as they are
7/3/2008 32

33. How to change the su
How to change the su
ubject tactfully
ubject tactfully
• I heard you mention earlier
I heard you mention earlier …….
• You seem to know a lot abo out …….
• Before this meeting ends, I’d lik
f hi i d ’d like to …….
• I see it is already 3:00 p.m. and
7/3/2008 33

34. Avoid
• Ping pong call
g po g ca
• Identifying yourself and comp
pany
• Jumping into the conversation without checking the right
Jumping into the conversation
n without checking the right
n
time.
g
• Waving a call
• Unprofessional voice messagee
• Eating or chewing a gum
g g g
• Drinking
• Giggling
Giggling
7/3/2008 34

35. Contents
Introduction
Module 1: Office Etiquette and Protocol
Module 2: The Art of Business C
d l 2 h f i s Conversation i
Module 3: Eight Basic Custommer Care Skills
Module 4: Handling difficult S
Situations
Module 5: How to make a pos
Module 5: How to make a pos sitive first Impression
sitive first Impression
Module 6: Telephone Handling
7/3/2008 35

36. Eight Basic Custo
Eight Basic Custo
omer Care Skills
omer Care Skills
7/3/2008 36

37. Eight Basic Customer Care Skills
Eight Basic Customer Care Skills
1..Focus on the customer
ocus o t e custo e
2. Provide efficient service
3. Enhance customer self estee
Enhance customer self‐esteeem
4. Build rapport
5.
5 Providing explanations and information about policies and
Providing explanations and information about policies and
your actions
6. Determining customer needs
g
7. Selling company services
8. Referring when necessary
Referring when necessary
7/3/2008 37

38. Focus on the custome
Focus on the custome
er
• Listening
– It means listening without interru
It means listening without interru
uptions
– You should be able to repeat what the client says to indicate to the
customer that you have heard and d understood what he/she is saying.
• How to really listen
– Eye contact
– Turn off any negative thoughts yo
Turn off any negative thoughts yo have about them
ou have about them
ou
– Lean towards them
– Don’t interrupt
– Nod in agreement
– Use facial expressions and body la
anguage
– Stick to their subject
Sti k t th i bj t
7/3/2008 38

39. Provide Efficient Servi
Provide Efficient Servi
ice
• Take time to be accurate
Take time to be accurate
• Keep small talk to a minimu
um
• Plan ahead
l h d
• Follow‐up
• Offer alternatives
• Answer questions
Answer questions
7/3/2008 39

40. Enhance Customer Se
Enhance Customer Se esteem
elf
elf‐esteem
• Recognize customer s prese
Recognize customer’s preseence immediately
ence immediately
• Use the client’s Name
• Listen to the customer without interruption
i h ih i i
• Ask open‐ended questions
• Treat Customer with respecct.
7/3/2008 40

41. Build Rapport
Build Rapport
Building a rapport is a four-step proces
ss:
7/3/2008 41

42. Providing Explanation
Providing Explanation and Information
n and Information
n
• Do not explain by saying tha
Do not explain by saying tha it is the policy
at it is the policy
at
• Meet the customer persona al needs
• Give personal benefits
Gi lb fi
• Explain your actions for the customer to understand
• Give reasons for your actionns and policies
• Demonstrate knowledge an
Demonstrate knowledge an treat the customer as adult
nd treat the customer as adult
nd
• Concentrate on enhancing t the customer self‐esteem
7/3/2008 42

43. Determine Customer
Determine Customer Needs
• Why:
– To help in providing the rightt service
– To help in explaining the righ offer
To help in explaining the righ
ht offer
ht
– To help in asking the right dig
gging and filtering questions
–T h l i
To help in summarizing the customer requirements
i i th t i t
– It gives the customer confideence in you
7/3/2008 43

44. Selling Company Serv
Selling Company Serv
vices
• To explain service is describing or selling benefits in a way
o e p a se ce s desc b g o se g be ef ts a ay
that encourages the customer to use it
• Sell benefits not features
f f
• Meet the personal need of th he customer
• Be sure that your are giving th g
y g g he right complete information
p
• Update your product information.
g p g y ur information or explanation
• Be organized in providing you p
• Give the customer a chance to o ask
• Be prepared to answer correc
Be prepared to answer correc ctly
7/3/2008 44

45. Referring
• When?
– The information is out of you ur area or field
– You don’t know
You don t know
– If it is the policy and the custtomer is not convinced
– If th
If the customer asked for it
t k d f it
– If you do not have the authority to decide
– If
If you are new and suffer of a l k f i f
d ff f a lack of information
i
7/3/2008 45

46. Importance of Referri
Importance of Referring
• By referring the customer you are making certain that the
By referring the customer, you u are making certain that the
u
organization is giving quality s
service and that you are fitting
the customers’ needs to the s service available
• By referring you are gaining thhe customer trust
• By referring you are reflecting the perfect communication
By referring you are reflectingg the perfect communication
g
among the organization departments and employees which
leads to customer confidence
leads to customer confidence in the place
e in the place
e
• By referring you will add to yoour personal business
information
7/3/2008 46

47. How to refer
How to refer
• Explain to the customer that his req quirements are out of your field of
responsibilities
• Tell him that he has to be referred tto another person who can help more
effectively
• Explain the field of responsibilities o
of the person that you will refer to
• Ask for the customer approval if he wants to be referred or not, then
take him to the authorized one
• Don’t leave the customer to explain his problem again and again
Don t leave the customer to explain n his problem again and again
n
• Act on behalf of the customer and s summarize his problem from his
point of view
• Give the customer different alterna
Give the customer different alterna atives and let him to choose
atives and let him to choose
• Make sure to clear up the action pla an to the client and take his approval
to start
• M k f ll
Make a follow up even after the clie i
f h lient is transferred
f d
7/3/2008 47

48. Contents
Introduction
Module 1: Office Etiquette and Protocol
Module 2: The Art of Business C
d l 2 h f i s Conversation i
Module 3: Eight Basic Customer Care Skills
Module 4: Handling difficult S
Situations
Module 5: How to make a pos
Module 5: How to make a pos sitive first Impression
sitive first Impression
Module 6: Telephone Handling
7/3/2008 48

49. Handling diffic
Handling diffic Situations
cult Situations
cult
7/3/2008 49

50. Do Not Ever
Do Not Ever
• Say it is not my fault!
y y
• Say you are the fifth one to co
omplain about that today!
• Interrupt
• Jump to conclusions
• Accept responsibility without ensuring it is the fault of the
company
• Be demeaning
• Argue
• Lose your temper
• Blame others
Blame others
7/3/2008 50

51. Do
• Show empathy
• Use appropriate body language
• Use the customer name
Use the customer name
• Listen well
• Take notes
• Ask question to clarify
Ask question to clarify
• Paraphrase
• Sympathy even if it is not your companyy’s fault
• Reply only when you have the facts
R l l h h th f t
• Tell the customer what you propose to ddo
• Provide alternatives
• Get customer full agreement
f ll
• See it as an opportunity to keep the cust
tomer
• Follow up
7/3/2008 51

52. Handling a delayed Se
Handling a delayed Se
ervice
• Apologize for the delay
Apologize for the delay
• Show empathy
• Explain the reason for the d l h
l i h f h d delay honestly
l
• Suggest alternatives if possi
ible
• Don’t act unless the custommer approved
• Clear up your action plan
Clear up your action plan
7/3/2008 52

53. Handling Disputed Ch
Handling Disputed Ch
harge
• Listen to the customer complain without interruption
Listen to the customer complain without interruption
• Summarize the problem to ensure understanding
• Apologize with empathy
Apologize with empathy
• Tack time for yourself to che
eck
• Explain when did it start to
E l i h did it t t t go wrong
• Suggest different solutions
• Let the customer select
• Start acting promptly
7/3/2008 53

54. How to satisfy impatie
How to satisfy impatie Customer
ent Customer
ent
• Do not interrupt him when sh
Do not interrupt him when sh howing his anger
howing his anger
• Do not take his anger persona ally
• Keep your self calm
Keep your self calm
• Summarize the problem from m the customer point of view to
ensure understanding and tru t
d t di d t ust
• Try to solve patiently
• Follow up to show the client tthat you are acting
• Check client satisfaction 48 ho
ours after solving the problem
7/3/2008 54

55. What to Do When Keeping Customer Waiting
What to Do When Keeping Customer Waiting
• Apologize for the delay
• Explain the reason for the delay
• Ask the customer if he wants to w wait or to call him later
• Wait for his approval
W it f hi l
• Inform him with procedures of th he action or policy
• If he approved to wait, try to kee
If he approved to wait, try to kee him busy
ep him busy
ep
• Give him something to read or w watch
• Offer a welcome drink
• Do not interrupt with personal taalks
• Report and show him a follow up p from your side every now and
then
7/3/2008 55

56. What to Do if the Serv
What to Do if the Serv is not Available
vice is not Available
vice
• Listen carefully to the custo
Listen carefully to the custo
omer s needs
omer’s needs
• Apologize positively and sho ow empathy
• Give alternatives of the sam
Give alternatives of the sam kind to meet his needs
me kind to meet his needs
me
• Wait for his approval
• If he disagree, tell him the t
If h di t ll hi th t time when the service will be
ti h th i ill b
available.
• O d
Or describe the nearest plac h
ib th t l ce where to find his needs
t fi d hi d
• Take his telephone number for follow up
7/3/2008 56

57. Handling a Demanding Customer
Handling a Demanding Customer
• Listen without interruption
Listen without interruption
• Keep yourself patient and calm
• Respond with pleasant, cou
Respond with pleasant cou urteous body language
urteous body language
• Put your talk to minimum
• Respond when appropriate
R d h i t
• Make your client busy to sto
op his nagging politely
• You may refer him to absorb b his anxiety and handle his
delay
7/3/2008 57

58. Contents
Introduction
Module 1: Office Etiquette and Protocol
Module 2: The Art of Business C
d l 2 h f i s Conversation i
Module 3: Eight Basic Customer Care Skills
Module 4: Handling difficult S
Situations
Module 5: How to make a pos
Module 5: How to make a pos sitive first Impression
sitive first Impression
Module 6: Telephone Handling
7/3/2008 58

59. Making a Positive
Making a Positive First Impression
e First Impression
e
7/3/2008 59

60. Seven Easy Ways to Sabotage a first Impression
Seven Easy Ways to Sabotage a first Impression
1.
1 Using sloppy language
Using sloppy language
2. Using lazy words
3.
3 Giggling
Gi li
4. Inappropriate touching
5. Hiding your hands
6.
6 Chewing gum
Chewing gum
7. Throat clearing
7/3/2008 60

61. Four Rules for Making
Four Rules for Making a Good Impression
g a Good Impression
g
1.
1 Make your first ten words
Make your first ten words count
2. Tune into others
3.
3 Walk with a purpose
lk i h
4. Be impeccably groomed
7/3/2008 61

62. Make Your First Ten W
Make Your First Ten Words Count
Words Count
W
• The most effective way to o
The most effective way to o
open any interaction is to
open any interaction is to
send a “thanks” Message
• Examples:
– “Thank you for taking time to o meet with me this morning, Mr.
Karim”
– “It is a pleasure to finally meet with you in person, Mr.
Ahmed”
• When possible include the p
person name in the first ten
or twelve words of conversa
ation
7/3/2008 62

63. Tune into Others
Tune into Others
• Make eye contact
Make eye contact
• Wear a smile
• Your expression can convey energy and motivation OR
i d i i O
gloom and depression
• Your expression demonstrat te the confidence you have in
yourself
• Be vibrant and confident an
nd people will respond
p
positively
y
7/3/2008 63

64. Walk in Purpose
Walk in Purpose
• Whether you are walking to your office or to meet a
Whether you are walking to o your office or to meet a
o
customer, put some bonus i into your steps
• Move with vigor and vitality
Move with vigor and vitality
y
7/3/2008 64

65. Contents
Introduction
Module 1: Office Etiquette and Protocol
Module 2: The Art of Business C
d l 2 h f i s Conversation i
Module 3: Eight Basic Customer Care Skills
Module 4: Handling difficult S
Situations
Module 5: How to make a pos
Module 5: How to make a pos sitive first Impression
sitive first Impression
Module 6: Telephone Handlin ng
7/3/2008 65

66. Telephone Handling
e Handling
e
7/3/2008 66

67. Give Really Listening
Give “Really Listening
g
g”
• Don’t think so much about what you are going to say in
Don t think so much about what you are going to say in
response to the customer, b but rather focus on what he
or she might be really trying
or she might be really trying to tell you
g to tell you.
g
• The best way to have your c customers understand you is
to first understand them.
to first understand them
• Really listen to your custom
mers and they will be more
likely to listen to you.
lik l li

68. Listening Tips
Listening Tips
• Let the customer know that y you are interested in what he or
y
she has to say.
• Ask clarifying questions or po
olitely request that he or she
repeat certain things to ensur
repeat certain things to ensur your understanding
re your understanding.
re
• Be empathetic to any problem ms the customer tells you
about and listen for what the customer tells you he or she
about and listen for what the customer tells you he or she
would like to have corrected.
• Remember that it is not what t you say that is as important as
how you say it. Be careful you
h i B f l u are not giving the customer
i i h
the wrong message by your to one of voice or attitude on the
p
phone.

69. Listening Factoids
Listening Factoids

70. Building Rapport
Building Rapport
• Find common interests that y a d t e custo e s a e.
d co o te ests t at you and the customer share.
you
y
• Ask the customer about their interests or hobbies.
• Inquire about the weather in the part of the country from
Inquire about the weather in the part of the country from
which the customer is calling..
• Comment about an upcoming
p g
g holiday or event that is about
y
to take place.
m of the customer.
• Ask about a local sports team
• Comment about the part of th he country that the customer is
from.

71. Rapport Building Factoids
t
Rapport Building Fact
toids

72. Understanding the Cu
Understanding the Cu
ustomer
• Don’t jump to conclusions or just
t assume that you know what the
customer wants.
• Ask questions of the customer to
o gain a better understanding of
his/her needs.
his/her needs.
• Find ways to learn more about yoour customers in general.
• Do some research of your own.
• Keep notes about customer trend ds.
• Look on the Internet.
• Read articles
Read articles.
• Find studies on consumers.
• Read what your customers read.
y

73. Understanding the Customer Factoids
u
Understanding the Cu
ustomer Factoids

74. General Tips
General Tips
• Answer the phone before 3 rings (make sure to catch
Answer the phone before 33 rings (make sure to catch
your breath if needed. Nev
ver answer while winded).
• Be prepared by having a ca intake log/form
Be prepared by having a ca
all intake log/form
all
• Take one second to adjust,
, sit or stand up straight, and
smile.
il
• Take two seconds to focus on the potential Info the call
will be about.

75. General Tips Cont.
General Tips Cont
• Do listen to the caller
Do listen to the caller
• Do be aware of the tone off your voice
• Do drop everything else yo ' d i
d hi l ou're doing and give your
d i
undivided attention to the caller
• Do ask questions and showw you care about the caller's
needs.
• Do speak clearly and annunciate your words.

76. General Tips Cont.
General Tips Cont
• Do be aware of the position o your headset's mouthpiece
Do be aware of the position o of your headset s mouthpiece
of
• Do ask permission before put tting your customer on hold
• Do check back with your custo
Do check back with your custo omer periodically if you need
omer periodically if you need
to keep him or her on hold for an extended period of time.
• D
Do ask permission before tran f i
k i i b f t nsferring callers to another
ll t th
agent or department
• D
Do ensure you are well trained d k
ll t i ed and knowledgeable enough
l d bl h
to handle calls successfully.

77. General Tips Cont.
General Tips Cont
• When the conversation is co
When the conversation is co
ompleted, what do you do?
ompleted what do you do?
– Make sure that the caller hass no more queries
– Use “Goodbye thank your fo calling ” or some other
Use Goodbye, thank your fo or calling, or some other
or
appropriate closing to indicat
te the conversation is ended.
– Let the caller put down the receiver first so they don't feel
Let the caller put down the receiver first, so they don t feel
you have cut them off.

78. General Tips Cont.
General Tips Cont
• Transfer Calls Quickly and Correctly:
Transfer Calls Quickly and C
– Correct transfer of a call requ
uires the one who answers the
telephone to get adequate in
telephone to get adequate in nformation for correct referral.
nformation for correct referral
– When a call must be transfer rred, the most desirable
procedure is to tell the caller
procedure is to tell the caller to whom he/she will be
r to whom he/she will be
r
transferred, “I’ll give you Ms Brown; she handles those
matters; just a moment, plea ase.”
– Be sure you are transferring t the caller to the proper person or
department.

79. 7/3/2008 79

80. 7/3/2008 80