Minute to Win-it: Great Greetings all day long! offers tips for starting every inbound call well. If you have customers who call with their phone muscles flexed, use these techniques to disarm them right away. If you like it and want tips on a weekly basis, go to www.wardcertified.com
4.
Set the right tone
Reassure the caller
Calm down the caller
Reflect the company in a positive light
Represent yourself in a good way….
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5. Over the last 16 years…we‟ve trained, monitored, coached and
helped hundreds of customer service professionals…
Hospitality
Healthcare
Insurance
Financial Services
Real Estate
Retail
Office Services
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IT
Legal
Energy
12. • Answer within 3 rings
• Swivel your chair to change your breathing
• Turn your chair away from the screen if you
have other work on the screen
• Smile for a pleasant tone
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18. What
1. Name
2. Location
3. Welcoming Words
Why
• Accountability
• Reassures
• ‘Cause it’s nice
Good morning, this is Ann in Customer Service, how may I help you?
It‟s a great day at XYZ! This is the accounting department and I‟m Ann
Credit Department, this is Ann, how can I help?
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33. Respond
• Answer or solve
Reflect
• Appreciate, empathize
Research
• Hold
• Transfer
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34. Holds
•
•
•
Ask first
Offer a choice
“would you like to hold, or should I call you back”
Tell them why
Transfer
•
•
Tell them where they are going and why
Introduce the caller and their details
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38. Thank You
Free Weekly Tips:
E-couragements for customer service providers
Coaching Catch-ups for managing your team
Sign up at www.wardcertified.com
or
Email Ryan at ryan@wardcertified.com
or
Like on facebook Ward Certified Consulting
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