Secre 12th

1. BEING
CLEAR AND
POLITE

2. Explain information
clearly
 Why many agents have difficult providing
clear explanation?
Agents often have difficult in providing clear
explanations because they need to give the
customer information in a way that is often
different to the agents´ first language.

3. English speakers tend to
speak in a linear and logical
manner. They also expect
questions to be answered
directly and instantly. They
dislike answers which are
seen as avoiding the
questions or ´´beating about
the bush´´.

4. What is a vital
part of
providing
good service? Many call center interactions are
focused on explain policies or
procedures and providing
information about services and
products. If a customer calls with a
problem or is confused about a
product or service, giving him/her
clear explanations is a vital part of
providing good service.

5. Call center
interactions are
focused on:
Practicing direct logical
explanations is a very
useful skill to help you to
attain customer
satisfaction.

6. Putting the customer
on hold
 Write 3 statements (phrases) to use when
you are putting a customer on hold?
1) Tell the customer that you will put him/her on hold. Say why
and for how long.
2) If it is taking longer than you anticipated, go back to the
customer an let him/her know you are still there and working
on the problem.
3) When you return, thank the customer for holding on and
deliver your message

7. Dealing
With
Problems

8. Active listening
 What is checking information in active
listening?
Being a good active listener is an essential skill for a
call center agent, especially when the customer is
feeling anxious, frustrated, or angry.
Active listeners listen and respond to the content,
the context, and the hidden meaning of the
communication.

9. 1. Give the caller your undivided
attention. Concentrate and
focus!
2. Put yourself in the caller´s
shoes.
3. Listen for feeling!
Tone and non verbal clues like
silence, laughing will help you to
determine the meaning.
4. Respond frequently so they
know you are listening attentively.
• Write 4 tips
for active
listening

10. Rule 1: acknowledge
how the customer is
feeling.
This communicates to
the customer that you
have listened and
understood his/her
emotional state:
What are the 3 rules for an
active listening?

11. Rule 2: make sure you
understand exactly
what his/her point of
concern is. Paraphrase
or summarize the point
of concern to check
understanding
What are the 3 rules
for an active
listening?
Rule 3: take action.
Clearly explain what
your next steps will
be in resolving the
issue

12. Friendly or furious
 What are the steps at responding to humor?
 Responding appropriately
 Building relationships
 Defusing anger communicated through
humor

13. Why an agent has to pay attention
to the voice tone in a phone call?
The tone of laughter and
humorous comments will
usually give away the
caller´s feelings. If the
tone sounds annoyed, but
the words are friendly,
trust the tone!

14. Why an agent has to
take into
consideration the
context in a phone
call?
Sometimes this can be
confusing because when
saying the same phrase, a
slightly different tone can
mean the difference between
friendliness and fury
(expressed through sarcasm).

15. Handling
complaints

16. What to say - What to
expect
Write 10 useful sentences at handing complaints.
Person Calling
 I´m calling to make/
register a complaint.
 I´m not satisfied with the
service.
 This simply isn´t good
enough.
 Can you tell me what´s
going on?
 Can I count on that?
Person Called
 One of our suppliers has
let us down.
 It looks as if there´s been
an error at this end.
 I´ll have to look into this.
 It´s obviously a major
slip-up.
 I´m afraid the repair
center is running.

17. Keeping
control of an
aggressive call

18. Write 5 dos and
don´ts about
keeping control of
a call
1. Listen carefully to the
caller´s complaint and
understand the cause of the
anger.
2. Acknowledge the caller´s
anger saying:
I can see why that would be
frustrating.

19. 3. Empathize with the caller. This will
to build solidarity with your caller
because you are sharing his/her
emotion.
I would be upset too if that had
happened to me.
4. Apologize in an
appropriate way. If you or
your company has made a
mistake, it is very important
to apologize for it.
I´m sorry that happened to
you.
5. Once you understand the problem and have reacted
appropriately, you should take control of the situation by
defining your role as a problem solver. Then focus on the
purpose of the call.
I´m sorry that happened to you, but I´m here to help put it
right, so let´s…

20. Saying
No
 How can you act when
you have to refuse a
customer request?
As a call center agent, you will sometimes
have to refuse customer request. It is
important to make clear that it is a refusal,
while remaining polite all time. For example:
I´m afraid that isn´t something I
am authorized to do.