2. Agenda
• What is Communication
• Type of Communication
• Speaking VS Listening
• Listening VS Hearing
• Importance of Tone
• Type of Customer & How To Handle Them
• Answering The Call
• Reputation Building
3. What Is Communication
the imparting or exchanging of information by
speaking, writing, or using some other medium
4. Speaking VS Listening
We have TWO ears and ONE mouth
Because
God knows that Listening is twice as important then speaking
CAN you speak before you listen?
5. Hearing
• A physical ability
• Everyone Hears
• You just hear sound and noise
but do not understand
• Does not need focus
Listening
• Is a skill
• Not everyone listens
• You understand what is being
said or heard
• Needs focus and care
• Listening uses hearing
IS SHE
Listening Hearing
6. Importance of Tone
I AM SORRY
Communication
Tone Words Body Language
TONE (55%)
Body Language(7%)
Words(38%)
Is he really Sorry?
• Energetic
• Polite
• Confident
• Should have a flow
7. • Answer the call before THIRD ring
• If a call has been transferred from a colleague to yourself, answer
the phone call promptly with customers name
• Be energetic on call
• Follow the hold procedure P.T.R.
• Polite
• Confident
• Never interrupt
• Keep customers informed
• Smile when you talk to customers
• Before ending a phone call, make sure that the provided
information and contact details are correct
Etiquettes
Thank you for staying online … Customers Name..
pause
My Name is ………….. How are you doing today?
P – Permission May I place your call on hold
T – Time For two minutes
R – Reason So I can check my recourses
Please
Thank You
Your Welcome
May I
It’s my Computer so
you better tell me what
the heck are you doing
Sir / Mam, as you were facing the
problem of …(explain the
problem)…., so we did ….(whatever
you did to resolve the issue).. And
now your computer is fine, you also
have ..(inform about the tech
support package).. Now if you have
any doubt or question, please ask
As per response of customer answer
the question or close the call
properly
8.
9. Type Of Customer
• Irate Customer
• Old Customer
• Lady Customer
• Computer Illiterate Customer
• Computer Literate Customer
• Customer In Hurry
Type of Customer & How To Handle Them
10. Irate Customer
• Be patient
• Be an active listener
• Be extra ordinary with soft skill
• Get to the resolution quick
Understanding of Customer PsychologyWhat & How We Do It
11. Old Customer
• Be patient
• Be an active listener
• Match there pace
• Be elaborative
• Don’t use jargons
• Appreciate there efforts
Understanding of Customer PsychologyWhat & How We Do It
12. • Be extra patient
• Expect long conversation
• Be courteous
• Take care of soft skill
• Show value for money
Understanding of Customer PsychologyWhat & How We Do It
Lady Customer
13. Computer Illiterate Customer
• Listen patiently
• Paraphrase
• Explain in detail
• Don’t assume
• Make them feel good
Understanding of Customer PsychologyWhat & How We Do It
14. • Listen carefully
• Talk to the point
• Don’t create story
Understanding of Customer PsychologyWhat & How We Do It
Computer literate Customer
15. Customer In Hurry
• Understand in one go
• Tell them your work flow and expected
time required
• Talk to the point
• Get to the resolution in minimum time
Understanding of Customer PsychologyWhat & How We Do It
16. Reputation Building
• Think like a salesman, behave like a technician
• Speak as per customer pace
• Remember the value of an apology
• Educate the customer
• Be courteous
• Be friendly
• Listen actively
• Be professionally entertaining
• Make their problem your problem
• Share their priorities
• Keep focused
• Not all customers want to chat
• Be flexible with formality
• Don’t linger on the tough calls
• Don’t leave them waiting
