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Professional call handling techniques (1)

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Call Handling skills
Call Handling skills
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Professional call handling techniques (1)

  1. 1. 1 Making The Right Choice
  2. 2. 2 Telephone Etiquette Demonstrating Proper Call Quality Call Handling Techniques
  3. 3. 3 Prior Knowledge Recall a good or bad customer service experience? What made it good or bad? How did it make you feel?
  4. 4. 4 Training Content  Voice quality  (pace, volume, pitch, projection, enthusiasm).  Call techniques  opening, closing, transfer procedures, and skills for irate callers.
  5. 5. 5 Good Voice Quality  Enthusiasm  Pace  Tone and Volume  Clear diction and correct grammar
  6. 6. 6 Call Handle Techniques  Greeting should include: Business and or department name, and your name.  Use courtesy phrases, “thank you”, “please”  Ask permission to transfer caller  Thank caller for holding  Announce call being transferred if possible  Closing: offer further assistance
  7. 7. 7 Techniques For Handling an Irate Caller  Use empathy words, “I apologize”, “I understand”  Never interrupt, speak in loud volume, or re-enter into conversation while customer is speaking.  Maintain soft voice tone and pitch regardless of customer’s tone and pitch.

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