Beruflich Dokumente
Kultur Dokumente
CUSTOMER CARE
"People judge you on the quality of reception"
• Incoming Telephone Calls
► Always keep a pen and paper within your reach
► Answer within four rings and with a smile
► Write caller’s NAME, COMPANY, NUMBER
► Talk to the caller in his/her own language.
(Contd.)
Avoid
• Silences
• Waiting
• Multiple transfers
• Asking them to call back
• When on hold either cover the mouth peice/on put on the hold
music.
• Saying" he is busy / at a long lunch / can you call back / don't know
where"
ACTIVE LISTENING
• Once you have reached the desired person, remind them of prior
conversation/appointment
• Ask the party if they have the time for you.
• If "no" breifly state the purpose of your call and ask for an
appointment to follow up later.
• Speak clearly and slowly
• Never be rude to a recevier
• When calling other organisation, it is always better to give in the
name of the company and purpose of the call.
• End the call with a positive note like thanking him for their time and
express an interest of talking again (if that is true...)
Avoid Use
Negative/Passive Positive/Active
Pay Invest
Suggest Recommend
Change Improve
Sign Approve
If When
I You
KEY QUESTIONS
Introducing yourself
• This is Kanan…
• Shefali speaking…
Asking for Someone
• Can I have extension 321?
• Could I speak to...? (Can I - more informal / May I - more
formal)
• Is Dipti in? (informal idiom meaning: Is Dipti in the office?)
How to reply when someone is not available
• I'm afraid ... is not available at the moment
• The line is busy... (when the extension requested is being
used)
• Mr. Rahul isn't in...
• Mr. Rahul is out at the moment...
SEED INFOTECH Pvt. Ltd.
TELEPHONE TIPS
You only need to make sure that you have stated all the most
important information:
► Clear
► Concise
► Correct
► Courteous
► Conversational
► Convincing
► Complete
CONTENT
• Address by name, not “sir/madam’
• State main benefits to them
• Quote testimonials or proof
• Highlight key words
• Sign it
LIMIT TO
• One page
• Five lines per paragraph
• 14 words per sentence
• AIDA
► Attention : Introduce with Personalised “you” appeal
► Interest : show how it affects them
► Desire : explain benefits to them
► Action : stimulate their action/confirm your follow up
Make sure you are in a quiet location where you will not be disturbed.
Be on time or early!
Group Participation
Be Punctual
WHO is speaking?