Learning presentation of call center

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OFF SHORE COMMUNICATION CALL CENTER TRAINING BENAZIR BHUTTO SHAHEED YOUTH DEVELOPMENT PROGRAM

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Table of Contents Commandments of Good Listening Value added Phrases Making perfect impression speech Professional approach Business Friendly Lines What is PACE? Reason of customer complain Avoiding complain from customer What does going on extra mile for customer mean? Internal Customer services How to handle Rude Abrasive People How to handle foreign or different accent people? Enthusiasm? Demonstrating Enthusiasm? Tips for positive attitude while handling irritate customer

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Effect of stress on your attitude Causes of Stress Building your confidence Beating self conciseness confidence energy? Empathy with and interest WIFM Business development exceptional customer services Empathy Important points for customer services How we provide perfect customer services Telesales Tips A-Z The art of verification A.E.R (AIR) Causes of loss focus Your attitude during call Tools of Proactive Bridge of Report / Report of indifference Table of Contents

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What is Empathy and Sympathy How do good Listening Motivation RBO (Report Building Opportunity) Definitions Telemarketing and script Abbreviation Commonly used Street Suffix Messages Communication symbols and Abbreviations United States Geography, states capitals and Time . Table of Contents

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Call Center A hub where calls are placed or received for the purposes of telemarketing, sales, customer support, or other business related activity. It may be connected to a data network. - Communications facilities operated by companies, or third parties on behalf of companies, that handle a high volume of inbound or outbound calls, using specialized staff. There are generally two types of telemarketing One that generates a sale or close One that generates a request for more information. CUSTOMER SERVICE Customer service is considered a necessity by most service and retail businesses. Supporting customers through the process of selecting, purchasing, and maintaining a product or service Introduction

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Commandments of good listening Stop talking; you cannot listen if you are talking. Put the customer at ease, help him feels that he free to talk in permissive environment. Show that you are listening your customer for e.g.: I see, Yes, Understand rather than To reply. Remove distraction don not shuffle papers or other stuff. Always empathize with your customer. Be patient, give time to customer as his need, do not rush or interrupt. Control your own temper, if customer is angry, don’t let them take control of your emotions. Do not argue that only put your customer on defensive and if you’re going to win you will lose. Ask questions, this encourage your customer and shows that you are listening him it will help you to make further points regarding your sale.

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Value Added Phrases That’s a good question. I will be happy to do that for you. Anything else I can help you. Making a perfect impression speech Speak clearly. Use pace which one is suitable depends on customer tone. Be natural. Do not sound accreted Pronounce your customer name correctly. Professional approach Be prompt in your response and give out accurate information. You should be well aware of any additional information of your product. Effectively probe to get the accurate and complete information required to avoid any unconvinced. Get information from customer in good manner. A good representative should pass the ability to take owner ship and responsibility to guide the customer.

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Business Friendly Lines Building report with caller (Using caller last name) Give positive response. Being patient, not interrupt. Use value added phrases. Going on extra miles. What is PACE? P................PlannedA ...............AndC ...............CarefulE................Expression The rate with which an Agent speaks in certain emotional state is known PACE. Benefits of using PACE Use tool of pacify Less chances of mistakes. Keep it calm. Stay in control.

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Reason of Customer complain Customer didn’t get what was promised. Rude to Customer. Serving. Avoiding Complain from customer Exceed customer exception, under promise. Check your attitude. Don’t be indifferent, pay attention to the customer. Listen to customer.

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What does going an extra mile for customer mean? Going beyond the limits and circumstances understand completely what yourCustomer want. Internal Customer Services We are customer to each other (Means work as a Team) How we treat each other. Always pick n up internal calls. Your (Agent) relationship with others has to be good. How to handle foreign or different accent people? Don’t pretend to understand help customers (ask questions) Don not rush the customer. Do not shout / they are not out of hearing. Do not be rude / be gentle to help. Learn from experience/ use common words and phrases.

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How to handle Rude Abrasive People? Never / Hang-up or rude. Point 1: Nothing Personal. Point 2: Use ASAP terminology. A= Apologies S= Sympathise A= Accept responsibility P= Prepare to help Point3: You can satisfy most of the people most of the time but not always. Point 4: Use Swear stopper (If customers swear in his statement stop him or her) Point 5: For abusing customer (Sir or Madam I can handle your problem I can’t handle abuse words) Solution: (a) Energetic yourself / calm and cool with confidence. (b) Take control of conversation (Ask Questions) (c) Call your Supervisor (d) No excuse in complain calls give solution.

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Enthusiasm? Enthusiasm: ability for a person to become excited over some occurrence.Potential: the ability a person has to conquer a task or challenge.  Demonstrating Enthusiasm? Rather than focusing on negative past experience focus on positive experience. Control yourself talk by making it positive. Improve your physical and mental will being by exercising and getting enough rest. Maintain your sense of humour the ability to laugh at ourselves. Positive Enthusiastic Stronger to be positive is easier it will be for you are positive. Enthusiasm is contagious, as you act enthusiastic your customer and co-workers Attitude will improve. Observe and monitor your own attitude, as you develop self awareness you will be Able to switch your attitude from negative to positive. Higher your motivations the easier it will be overcome negative situations and feeling.

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Tips for Positive attitude while handling irritate customer Tell yourself customer is upset with your organization not with you. When your feelings are hurt respond logically not emotionally. Force yourself to remain positive in your comments during the conversation with upset customers. Effect of stress on your attitude Bodies and work together, If we drain ourselves physically it can take toll on our mental Capabilities there is a strong connection between body and mind and connection means Stress can maintain a positive and professional attitude. Causes of Stress Caffeine Poor sleeping habits Financial worries Personal problems Lack of regular exercise Diet Negative attitude Smoking Illness/ Medical concerns People/ Family friends Living Situations

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Job Related causes of Stress Volume of calls Upset / angry customers Constant need to update Lack of knowledge on product services Over all work load Fast pace Personal need for accuracy and correctness Lack of job knowledge Do not like your job Do not like your organization Lack of team work

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Tips to reduce your stress Change your behaviour Change your thinking Change your life style Change your Situation More Important Healthier life style, longer life expectancy More growth within organization ability to diffuse any situation with a clear head Opportunity to accelerate in your career path. Building your confidence Ability of assurance, especially of self assurance. State or quality of being certain. Freedom from doubt, belief in yourself and your abilities.

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Tips Tips Tips Tips Tips Tips How to feel good when you need to? Feeling good a major hormonal element in self confidence building By relying good times If you can remember a time when you felt really self confident then excellent Use that. If not, then use a time you felt content or happy. Taking deliberate control on you.

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Beating self conciseness confidence energy? The trick is keeping your attention off yourself when you need to Choose something outside of yourself. Remember your Goal. Point: Challenging your own assumptions about yourself and other people really helps build self confidence. Tips of over coming Ask about them self to people consulate when they answer you. Listening skills, including others knows that you are listening.

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Empathy with and interest Know how, when and how much to talk. WIFM (Whats in for me) Better Performance call taking ability. Interactive fruit full interaction. First Impression. If you don’t know the answer of customer question? I am sorry I don’t know the answer of that question but my colleagues in customer Help department will be very happy to help you, I can give you their toll free Number Do you have pen and paper handy. Note: Always make sure your meaning is clear and focus the words you used listener perception what listener listen from you. Business Development exceptional customer services? Try to be business friendly (Link b/w 2 people) Being enthusiasm Being friendly at every level Every call is unique don’t be demonetised Needs to be uniformly excellent Solve the problem do not argue (Do not argue with customer)

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Empathy The ability to solve other emotion is empathy. e.g. Do not ignore what customer said to you. Empathy means that you care emotions of some one. Always Remember Smile don’t be cold. Smile every time Phoney smile is better than real it means that you are friendly shows your Facial expression. Important points for customer services Do respect customer, show concern. Listen to customer Do not get defensive Do not forget customer time and money is involved Do not act as if you are the only “GAME IN TOWN” Never hang up before your customer Improvise the script according to the nature of call Use Proactive listening skills Use customer name in appropriate adequate manner Give customer different marketing options for 100% sale. Do not assume or judgment during conversation.

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How we provide perfect customer services? Polite Efficient Respect full Friendly Enthusiastic Confident Tact full Is customer always right? Customer always right because they pay you. Telesales Tips A-Z A= Attitude If you control on you, your attitude will be positive. B= Benefits A distinct action Benefits (Help full for your promotions) C= Closing would you like to receive your order / Thank you for your Important time. D= Details Details of client is more important like Other Phone numbers, address etc. E= Echo question Smooth conversation, way of verification.

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F= Finish Finish the day ready to begin (Always be organised) G= Greetings It is good to talk with you today. H= Humour Its Humanise the relation ship. I= Irritates J= Jerry pet per (Plastic behaviour some irritates you) K=Know your Objective what you plan to achieve the call. L= Lets Shows Co-Operation with Buyer e.g. your stuff will be ready. M= Monogram the call to many time not asking name of your customer.N= Naturally inquisitive Very nosy question like: Your brother in Jail / Personal questions O= One word answer Avoid one word answer P= Practise Being positive. (Give positive answer) Q=Qualifying (Can I bare your quick time please) R= Rejection (Your offer, Company name, Price and Timing)

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S=SmileA telephone smile is very important shows your good attitude and impression on your Customer. T= Tuner Voice (How you talk your voice of Tone) U= Understanding needs V= Vary your responses (No repetition of words) what you always done you always got. W= Weak, Wimpy, Words (Do not use weak words) Like: I am not sure or I think so X= X out those credibility (Do not use word to be honest with you) Y= You buy or they Buy Z= End (Be creative) The Art of VerificationWhat, where, when, How and why? A confirmation of truth authority, In call centre Jargon means echo back information the caller given us by repeating or spell out. Where? Make a bulk of your "talk” time during a call, customer give piece of information.

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Fields Source / Cat Code Marketing information Customer Billing name Company name Billing street address Phone number Shipping street address Item Numbers Quantity Item Description Pricing Credit card Info When? Always wait until the customer has given you all information, Never interrupt the customer.   How? Just echoing what customer has said will not earn points. Similar words clarifyinge.g. S, F, D, T, C, Z, B, P, M and N. You need to raise your voice slightly at the end of verification.Don’t over verify e.g. phonetically verifying each and every letter in the name/ address

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A.E.R (Pronounce AIR) Ask customer for spelling Enter Data Repeat spell back (I beg your pardon please can you repeat this again) Marketing Information Some time it requires you to ask customer how they heard about product. Customer Billing Name e.g. May I have your billing first and last name. Customer payment mode Credit card, pay pal (Wire), E-Gold etc. If Customer pays you through Credit card always ask type of credit card and repeat the number which he given you. What are the causes losses of focus? Lack of sleep. Multi tasking Distraction Lack of motivation

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Verification In order to ensure the accuracy information verification is essential. During your call your attitude? Passive, aggressive, Proactive. Tools of Proactive? Be Friendly Be confident Build Report Ask similar questions Assure that you can help Ask intelligent follow up questions. Bridge of report / Report of indifference Help full to make more business. Pro selling Up selling Suggestive selling Note Soft questions are helpful, proactive people grape things easily to happen and positive, We need to exceed the customer accepting, you shows your passion to serve.

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What is Empathy? To identify to relate others are feeling, Persons feeling. Empathy on conversation. I know how you are feeling.I hear what you are saying.I know how hard all this. Sympathy? An interaction to support to be loyal or agree with an opinion. Sharing the feelings of sorrow or anguish. A relation of harmony. Feel sorry for some one. Symathasise words use when someone feels bad and sad. How do good listening? Shows you care, underststanding with others. Listen emotions of others It reduces irritation. To understand is to forgive.

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Implementation of Tracts What is your problem please kindly explain to me. Pardon me, im not through let me finish my thoughts. I’m not sure how you feel but can we talk about this. I was upset when I wasn’t informed in advance about change. What step would you suggest to correct that. I’m sure you do not realize it. Some Points Keep your customer with you longer. Give you an advantage own by your competitors Build your business reputation reduce complaints and problem Some resources it cost five to ten times as much to get a new customer then it does to keep a customer. Boost profit by 25% or more.

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Motivation You have to motivate you and your team to serve your customer high energy, genuine with your customer and you have passion to serve. Don’t say this to customer Can you call back later, our system’s down. Say this Like that Would it be possible to you, we have system updating.   For Team mates motivation Phrases You are most important person in my office. You should be treated as you would like to be treated. You deserve the most attentive, courteous and professional treatment I can provide You may not always right, but you are never someone to argue You are not cold statistics, but a person with feelings just like me. 3 Irritating things System failure Person not available (who was on deal from day first) Repetition of words. R B O (Report Building Opportunity) 4 Level of services Generic (Nature of Business) Expected (Establishment) Augmented (Extra step) Potential (Extra mile/ out of the way

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COMMON ABBREVIATIONS

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COMMON ABBREVIATIONS

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Females Names

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Females Names

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Top Male Names