How a telle caller work

1. How to
communicate
over call

2. Calling benefits & losses
• We cannot see facial expressions,
manners, reactions
• We cannot see what the other
person is doing
• We cannot lip-read what the other
person is saying
• We cannot use illustrations to help
them understand.

3. Managing Positive Customer
Perceptions
• It’s not always what we say, it’s about how we say ???
• We need to be aware of the ‘throw-away’
statements which may mean little to us but
will affect the customer perceives about you.
• Poor Statements –
“I’m sorry I didn’t call you back. My boss had us
in another meeting that lasted all morning.”
“I hope this will solve your problem.”
“I don’t understand why customer service didn’t help you.”
“ I’m sorry it took so long. Now what do you want?”
“I’m sorry you had to wait. Our telephone operators are
very slow.”

4. ANSWERING THE CALL
PROFESSIONALLY
• Step 1 – Greet the listener with smiling voice.
Show enthusiasm during call by which
listener will happy with your voice.
• Step 2 – Introduce about you.
• Step 3 – Mention about your organization
and in which your organization dealing and
products scheme.

5. • Step 4 – Closing the call with happy note.
Some liners –
• Let the caller know you appreciate
his/her business.
• Provide assurance that any promises
will be fulfilled.
• Leave the caller with a positive feeling.

6. What to do if you want to put
your customer on hold
• Ask them if you can put them on hold.
• Tell them how long they will be on hold.
• Assure them that you will be working
for them while they are on hold
(tell them what you will be doing away
from the phone).
• Wait for their response.
• When you get back to them, thank
them for holding.

7. How to transfer customers
on the telephone
• Tell customers what you can do for them.
Avoid saying, “I can’t help you” instead of
“This department does not handle that”.
By giving the name of the correct person
or department, you are helping the customer,
so state your sentence positively. For example,
“Mrs. Jones in our service area can help you with that.”
• Inform the next employee. Fill him/her in on the
details of your conversations with this customer.
Also tell the next employee what the customer
said as well as what his/her attitudes and
feelings were.

8. Thanks
- Rahul Saxena
Sr. Executive HR
Kapish Group