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COMMUNICATION & PERSONALITY DEVLOPMENT
WHAT IS COMMUNICATION ?
Communication As An Entire Behavioural Process
Habit
Mannerism
Appearance
Etiquette
Its not just what you say…but how you say it!
Face to Face
Body Language
55%
Words7%
Tone of Voice38%
Voice Conversation
Tone of Voice86%
Words14%
All communication methods are important, but our emphasis will be upon the spoken word... since
70 % or all our communication efforts are:misunderstood, misinterpreted, rejected, disliked, distorted, or not heard (in the same language, same culture)!
Spoken Words
Basic Telephone Etiquette
UNTANGLE THE TANGLE
• Differentiate in talking on the telephone & in person • Improve Voice Quality• Listen actively• Paraphrase• Hold & Mute • Transfer Calls• Take Messages • Exhibit Telephone courtesy
GREET THE CALLER
A greeting should always be the entry point of phone conversation. It indicatesyour friendliness and opennessyour willingness to provide quality service
GIVE YOUR NAME
This basic act of courtesy lets the caller know thathe or she has reached the correct person, departmentor company.
“Good Morning, This is <your first name>, How may I help you?”
CALL STRUCTURE (OPENING)
ASK THE CUSTOMER IF YOU CAN HELP
Saying “how may I help you?” completes the telephone answering etiquette by demonstrating that you and your company are ready and are available to assist the customer with his or her needs.
It pays to write down the customer’s name anduse it regularly in your conversation.
Answer the call in the Three Rings
Greet the caller
Give your name
Ask the customer if you can help
Remember……
THE BODY OF THE CALL
1. Validate a Customer
2. Hold & Mute Procedure
3. Transfer a call
ACTIVE LISTENING Give the caller your undivided attention
Actively Listen to the caller for both the content as well as the intent
Avoid “Emotional Leakages”
Avoid distractions
Do one thing at a time
LET ‘EM HEAR YOU LISTENING
Verbal feedback is a variety of short responses that lets the caller know that you’re listening and paying attention
Verbal feedback responses include expressions like, “All Right”, “I
Understand”, “I’m making a note of that right now”
WHAT IS VERBAL FEEDBACK…
How can we improve our listening & facilitation skills?
PARAPHRASINGPARAPHRASING
Restating what another has said
in your own words
SUMMARIZINGSUMMARIZING
Pulling together the main points
of a speaker
QUESTIONINGQUESTIONINGAsking relevant
questions to help in better way and
reduce errors
BARRIERS TO CONCENTRATION
External Internal The mind can process information faster than most people talk The mind has a habit of wandering Pre-occupation
PRACTICES TO AVOID
Avoid interrupting the customer. When you interrupt, it shows you do not
care.
Avoid speaking too fast, too slow.
Avoid using Jargon
MESSAGES IN COMMUNICATION
What You Want To Say
What You Really Say
What The Other Person Hears
What The Other Person Thinks Is Heard
What The Other Person Says About What You Said
What You Think The Other Person Said About What You Said
Barriers To Communication
Inattention
Excessive Information
Language
Perception
Fears
Poor Listening Skill
EVERY CALL IS ‘NOTE-WORTHY'
Making notes is recommended. The human memory is not perfect
Written notes give you a record of the customer’s name and messageincluding correct spellingscase reviewsand accurate contact information
• Jotting notes during phone conversations will help you “Actively listen”.
NOTES
PHRASEOLOGY
SOME PROFESSIONAL WORDS
Yes Sir, that’s right Sir Very well Sir, Certainly Sir Very well Sir, Certainly Sir Kindly hold on Sir, Let me check it for
you Sir.
If the call is for you, Who am I speaking to please OR Who’s calling please?
If the call is for another person, Who shall I say is calling? OR Who shall I say called?
Let me check and find out.
SOME CASUAL WORDS
Ya OK Sure One Sec Just a
minute Who’s
speaking???
I’ve no idea!
HOLD AND MUTE PROCEDURE
WHY IS THIS IS IMPORTANT?
If incorrectly used, it could lead to being rude, unprofessional and also affect the quality of the call.
HOLD - Caller is aware of being on hold & will hear music
MUTE - Caller will not hear anything, line will go blank & he/she may not be aware of being on hold
HOLD AND MUTE PROCEDURES
MUTE PROCEDURES
Should only be used if the hold time is less or equal to 30 sec.
For a short query when resource is close at hand.
Clearing your throat, coughing or sneezing.
Ask the customers if you may put them on holdBecause it is an
inconvenience to your customers to be put on hold, you should always ask permission before putting them on hold.
Does anybody know I’m here
Have I been forgotten
Why is this taking so long
Should I hang up#*%*#
* Remember you don’t like to wait either.
PERMISSION TO PUT ON HOLD
WAIT FOR A RESPONSE
“Can you hold---”click is a situation so common thatcustomers might be surprised to see you waiting for aresponse.
The second part of of putting someone on hold is to wait for a positive response from the customer’s side.
As soon as the customer agrees to hold say “Thank You”before clicking the hold button.
TELL THE CUSTOMERS - ‘WHY’’
Most customers are very patient if they are politely informed as to why they must hold. They find it easier and comfortable to wait on hold if they have a mental picture of what’s the service associate doing while away from the phone. Be sure the information is pertinent.
GIVE A TIME FRAME
Short (up to 60 seconds) - This will take a few moments
Long (1-3 minutes) - This could take me 2 or 3 minutes to sort out. Would you like to hold or do you want me to call you back?
Eternity (over 3 minutes) - Ask for a number to call him/ her back.
THANK THE CUSTOMER FOR HOLDING
Saying “ Thank You for your patience” is very basic,good and common courtesy.
This action nicely rounds off the on-hold sequence and acknowledges the caller’s understanding and patience.
TO SUMMARIZE…
Ask the customers if you may put them on hold
Wait for a response
Tell the customers ‘Why’’
Give a time frame
Thank the customer for holding
TRANSFERRING A CALL
Sometimes you will not be able to solve the problem on the spot. Often you will need more information, or the call may have to be handled by another person.
Explain why the call is being transferred
Ask if the customer mindsbeing transferred
Ensure someone is thereto pick up the call before hanging up
Tell the person to whom the call is getting transferred, the customer’sname and purpose of call
EXPLAIN CO-WORKER’S ABSENCE POSITIVELY
Customers rarely want to hear gruesome details as to why the person they’re trying to reach is unavailable.
Likewise your co-workers will not like their private lives discussed with customers.
Use..Jai isn’t available at the moment /Raj just stepped out /Nikita is in a meeting,May I help you?
TELEPHONE COURTESY Never be rude to a caller, no matter how nasty they are. Always remember to handle yourself in a professional manner. Use the ASAP technique:A:-Apologize and Acknowledge the callers feelingsS: Don't Sympathize with the caller.EmpathizeA: Accept responsibilityP: Prepare to Help.
HANDLING SWEARERS
Making the caller aware of what he is saying will halt the swearing. For example “Sir, I can handle your problem, but I am not able to handle the swearing. I request that you stop.”
Note:- 3 strikes and you are out rule.
ENDING THE CALL
KEY ACTIONS FOR ENDING THE CALL
Repeat any action steps that you and the customer have agreed upon
Ask the caller if you can do anything else for him/her.
Thank the customer for calling and appreciate his effort and time.
Let the caller hang up first.
Write down any relevant information as soon as you get off the phone.
CLOSING THE CALL...Effective phrases for closing
You are welcome Sir/Madam
We appreciate your callingThank You for calling Please call againHave a nice day.
Acknowledge the details with thanks… and a
Thank You