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Superior Customer Service on the Telephone. Gaurav Bhatnagar
Goals ,[object Object],[object Object],[object Object]
Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object]
Questions to Ask Yourself ,[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
The Basic Needs of the Customer on the Phone ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Satisfying customers over the telephone is often more challenging than serving face-to-face.
5 Dimensions of Customers Service ,[object Object],[object Object],[object Object],[object Object],[object Object]
5 Dimensions ,[object Object],[object Object]
5 Dimensions (Con’t) ,[object Object],[object Object],[object Object]
Positive Attitude ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],Advantages of a Positive Attitude
Projecting a Positive Attitude ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Managing the Call ,[object Object],[object Object],[object Object],[object Object],[object Object]
Example ,[object Object],[object Object]
Applying Positive Attitude to Create Positive Impressions ,[object Object],[object Object],[object Object]
Turn Negative Into Positive ,[object Object],[object Object],[object Object],[object Object],[object Object]
Managing the Call ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
How to Give Bad News ,[object Object],[object Object],[object Object],[object Object]
Voice Mail ,[object Object],[object Object],[object Object],[object Object],[object Object]
Angry Callers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
2 Problems of the Angry Caller ,[object Object],[object Object],[object Object],[object Object]
7 Steps for Resolving the Angry Customer’s Problem ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Abusive Caller ,[object Object],[object Object],[object Object]
Handling Abusive Callers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Handling Other Difficult Situations ,[object Object],[object Object],[object Object],[object Object]
More Difficult Situations ,[object Object],[object Object],[object Object]
Case Studies – Sandwich Technique ,[object Object],[object Object],[object Object]

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Call Handling skills

  • 1. Superior Customer Service on the Telephone. Gaurav Bhatnagar
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