Goals

 Improve comfort and confidence on

the phone
 Enhance the public’s image of HP by
providing superior customer service
over the phone
 Use customer-service strategies that
get results
Objectives
At the end of this training, you will be able to
define and describe:

 How to Manage a Call

 Projecting a Positive Image
 Techniques for handling difficult phone situations
 How to manage with Angry customers
 How to manage Abusive customers
Ask Yourself
 Do I have skills to deal a calls?

 Do I enjoy being at work when I make a

valuable contribution to the Company?

 Do I feel personally satisfied when I’m doing

a great job?
Why Should You Improve?

Every call is an opportunity to enhance customer

relations, your image, and the image of the
university.

Remember
The typical person tells 20 people about a negative
experience and tells only 5 people about a positive
experience.
The Basic Needs of the Customer on
the Phone

• To feel valued
• To feel appreciated
• To feel respected
• To feel understood
• To feel comfortable about a want or need
Managing the Call

• Opening Greetings and Identify Yourself

• Offer to Help
• Listen Carefully
• Speak Confidently
• Further Quarry
• Closing Greetings
Example

“Good Morning/Evening, Thank you for calling ACI,

this is Jan, how may I assist you today?”
Listening
 Attentive
 Responsive
 Ask some related questions
 Summarized the quarry
 Repeat the Quarry
Example
Example
Speak Confidently

 Listen More
 Not Fumbling
 Not using local language
 Not Using Negative word
 Be positive
Negative Words

• “She’s not in yet.”

• “It’s a computer problem.”
• “Your file must be lost.”
• “That’s not my job.”
• “We never received your application.”
Example
“Yes, Mr. “X”, I will check on the status of your
complaint. Would you like to hold or would you
prefer I call you back in a few minutes with an
answer?”
Managing the Call

• Avoid blind transfers

—Ask the caller whether he or she can hold
—Tell caller to whom they’re being transferred
—Briefly introduce the caller to the coworker

• The Sandwich Technique

— Insert the bad news in-between two pieces of
good news.
Giving Massage

• Keep it short
• Suggest person get something to take notes on
• Give your availability
• Repeat name and phone number at the end
• Close with “Thank-you”
Managing Other Difficult Situations

• Ask if one can hold, thank for patience

• Caller angry about being transferred/put on hold:
brief, blameless apology
• Caller hangs up: tell supervisor
• Caller is crying: use empathy and slow your pace,
use “take your time”
More Difficult Situations
• Caller uses another language-don’t increase
volume, try simple phrases

• Caller is mentally challenged-gear level of

language, focus on critical information,
summarize for agreement

• Caller asks for manager- try to address the

problem yourself, ask if they can hold, inform
manager
Angry Callers

• Recognizing the Signs of an Angry Caller:

• High-pitch speech
• Long pauses
• Sighs
• Demands
• Short-terse answers
• Volume gets louder
Problems of the Angry Caller

1. A relationship problem with the Company

• Company’s relationship with the customer is broken
• Usually because basic needs aren’t being met

2. Specific problem that needs attention

7 Steps for Resolving the Angry Customer’s
Problem

1. Deal with feelings first. Listen and respond with

empathy.
2. Ask questions to get specifics about the complaint
3. Summarize caller’s problem to get agreement
4. Offer a choice of alternatives to fix the problem
5. Let the customer decide which alternative to use
6. Follow through on what you agree to do
7. When possible, do something extra.
Abusive Caller
Definition:
• A caller who goes beyond expressing anger
about a problem and begins attacking the
person handling the call

• Often includes swearing and personal attacks

Managing Abusive Callers
Abusive Callers:
• Stay Calm
• You’re not the target
• Give caller warning
• “I beg your pardon?”
• “I don’t appreciate the language you are using.”
• “If you aren’t able to talk with me without swearing, I will
have to end this call.”
• If the call terminates, inform supervisor immediately
Actions
— In Short but Complete
— CRM Software Using training

Further Quarry
— Sir/ Madam, may I help you now by
giving more information regarding ACI
Closing Greetings
— Thank You for calling, please call
whenever you need information
regarding ACI

Remember
“First and Last impression remember forever”
Have you any Questions