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Answer call effectively

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ahmad zaki abdullah
ahmad zaki abdullah

Presentation during TAE40110, Master Trainer PSMB

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ANSWER CALL EFFECTIVELY & EFFICIENTLY BY : TEAM LEADER HAIRI TEAM LEADER ZAKI TEAM LEADER RAZZIF
LEARNING OUTCOMES By the end of this session, you will be able to : a. Answer call appropriately. b. Solve customer’s problem. c. Do report.
TELEPHONE COURTESY The moment you answer the call :  You are your company.  You are the front line.  Your behaviour throughout the call reflect the company image.  You have to use “Sir” , “Thank you” , “ Please” during the conversation. Tips : a. Avoid mumbling. Say Yes instead. b. Listen carefully. c. Resist temptation to interrupt.
STEP FOR ANSWERING CALL STEP 1: GREETING Use your first name when answering the phone, along with a standard professional greeting. In Bahasa : Terima kasih kerana menghubungi TM, (nama anda) bercakap. Boleh saya bantu? In English : Thank you for calling TM, (your name) speaking. How may I assist you? Tips: a. Speak politely and clearly. b. Smile while you speak. c. Don’t rush!
STEP FOR ANSWERING CALL STEP 2: DESIGNATION Get the customer’s name. Remember the caller’s name and address him / her appropriately. In Bahasa: Dato’ / Datin/ Encik / Puan / Cik In English: Dato’ /Datin / Mr / Mrs / Ms Tips: a. Write his / her name immediately. b. Control your voice.
STEP FOR ANSWERING CALL STEP 3: SOLUTION Provide solution for customer: a. Product Knowledge b. Troubleshoot c. General Info Tips : a. Ensure understand product, troubleshoot and general info. b. Give information needed.
3A. PRODUCT KNOWLEDGE
3B. TROUBLESHOOT 1. HARDWARE a. Modem Faulty - Look at LED light (colour & blink). b. Splitter - Check for functionality. c. Telephone & Network Cable - Check for functionality.
3B. TROUBLESHOOT 2. LINE a. Local Area Network (LAN) - check at PC or Modem. b. Telephone Line - check for ring tone.
3C. GENERAL INFO  Billing  Technical  Move Address  Warranty  Miscellaneous Tips: a. Be patient and listen to what the customer is saying. b. Avoid providing an answer before customer finished speaking.
STEP FOR ANSWERING CALL STEP 4: HOLD A CALL Ask permission or inform before putting a caller on hold. Try not to keep a caller on hold for a long time. Maximum 30 seconds. In Bahasa : Saya akan letakkan Encik / Puan dalam talian menunggu sementara saya mendapatkan maklumat. In English : I will put your call on hold while I get the information needed. Tips : a. Avoid using words or acronyms that customer may not understand. b. Be empathetic and remain calm & professional.
STEP FOR ANSWERING CALL STEP 5: CLOSE CONVERSATION. Be helpful. Volunteer help. Don’t wait to be asked. Don’t forget to end call politely. In Bahasa : Ada apa-apa lagi yang boleh saya bantu? …….. Terima kasih kerana menghubungi TM. Bye In English : Is there anything else I can assist you? ……… Thank you for calling TM. Have a nice day. Tips : a. Don’t forget to smile.
WATCH YOUR WORDS! Bahasa  Apa masalah awak?  Tetapi ,…  Saya tidak boleh..  Saya tidak tahu.. English What is your problem ?  But , ….  I cannot …….  I don’t know Bahasa  Bagaimana saya boleh bantu?  Walau bagaimanapun,  Saya berpendapat..  Saya akan dapatkan.. English How may I assist you?  However , ……  I am afraid, ….  I will get info … NO YES
REPORT  Report must be done per call basis.  Use Notepad with information of : a. Date and time of call b. Detail info of caller c. Point of Conversation d. Suggestion
REPORT 1. Open Notepad. 2. Press F5 (for automatically insert date and time). 3. Insert Caller Info. 4. Insert Conversation. 5. Summary.

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Answer call effectively

  • 1. ANSWER CALL EFFECTIVELY & EFFICIENTLY BY : TEAM LEADER HAIRI TEAM LEADER ZAKI TEAM LEADER RAZZIF
  • 2. LEARNING OUTCOMES By the end of this session, you will be able to : a. Answer call appropriately. b. Solve customer’s problem. c. Do report.
  • 3. TELEPHONE COURTESY The moment you answer the call :  You are your company.  You are the front line.  Your behaviour throughout the call reflect the company image.  You have to use “Sir” , “Thank you” , “ Please” during the conversation. Tips : a. Avoid mumbling. Say Yes instead. b. Listen carefully. c. Resist temptation to interrupt.
  • 4. STEP FOR ANSWERING CALL STEP 1: GREETING Use your first name when answering the phone, along with a standard professional greeting. In Bahasa : Terima kasih kerana menghubungi TM, (nama anda) bercakap. Boleh saya bantu? In English : Thank you for calling TM, (your name) speaking. How may I assist you? Tips: a. Speak politely and clearly. b. Smile while you speak. c. Don’t rush!
  • 5. STEP FOR ANSWERING CALL STEP 2: DESIGNATION Get the customer’s name. Remember the caller’s name and address him / her appropriately. In Bahasa: Dato’ / Datin/ Encik / Puan / Cik In English: Dato’ /Datin / Mr / Mrs / Ms Tips: a. Write his / her name immediately. b. Control your voice.
  • 6. STEP FOR ANSWERING CALL STEP 3: SOLUTION Provide solution for customer: a. Product Knowledge b. Troubleshoot c. General Info Tips : a. Ensure understand product, troubleshoot and general info. b. Give information needed.
  • 8. 3B. TROUBLESHOOT 1. HARDWARE a. Modem Faulty - Look at LED light (colour & blink). b. Splitter - Check for functionality. c. Telephone & Network Cable - Check for functionality.
  • 9. 3B. TROUBLESHOOT 2. LINE a. Local Area Network (LAN) - check at PC or Modem. b. Telephone Line - check for ring tone.
  • 10. 3C. GENERAL INFO  Billing  Technical  Move Address  Warranty  Miscellaneous Tips: a. Be patient and listen to what the customer is saying. b. Avoid providing an answer before customer finished speaking.
  • 11. STEP FOR ANSWERING CALL STEP 4: HOLD A CALL Ask permission or inform before putting a caller on hold. Try not to keep a caller on hold for a long time. Maximum 30 seconds. In Bahasa : Saya akan letakkan Encik / Puan dalam talian menunggu sementara saya mendapatkan maklumat. In English : I will put your call on hold while I get the information needed. Tips : a. Avoid using words or acronyms that customer may not understand. b. Be empathetic and remain calm & professional.
  • 12. STEP FOR ANSWERING CALL STEP 5: CLOSE CONVERSATION. Be helpful. Volunteer help. Don’t wait to be asked. Don’t forget to end call politely. In Bahasa : Ada apa-apa lagi yang boleh saya bantu? …….. Terima kasih kerana menghubungi TM. Bye In English : Is there anything else I can assist you? ……… Thank you for calling TM. Have a nice day. Tips : a. Don’t forget to smile.
  • 13. WATCH YOUR WORDS! Bahasa  Apa masalah awak?  Tetapi ,…  Saya tidak boleh..  Saya tidak tahu.. English What is your problem ?  But , ….  I cannot …….  I don’t know Bahasa  Bagaimana saya boleh bantu?  Walau bagaimanapun,  Saya berpendapat..  Saya akan dapatkan.. English How may I assist you?  However , ……  I am afraid, ….  I will get info … NO YES
  • 14. REPORT  Report must be done per call basis.  Use Notepad with information of : a. Date and time of call b. Detail info of caller c. Point of Conversation d. Suggestion
  • 15. REPORT 1. Open Notepad. 2. Press F5 (for automatically insert date and time). 3. Insert Caller Info. 4. Insert Conversation. 5. Summary.