Professional Documents
Culture Documents
Customer
Internal Customer
External Customer
Types Of Customers
• To order/buy a product
• To clarify a doubt
• To resolve an Issue
• To escalate a matter
Why Do We Call A Customer
• To Introduce ourselves
• To fix an appointment
• To clarify an issue
– A good impression
– Create a faith
– Loyalty
Due to product , 14
Handled Badly, 68
Impact Of Bad Customer Service
• We all know that there is always Increase in cost to replace lost customers.
Did You Know?
• Only 4% of customers actually complain.
• Around 75% of the complaining customers will do business with you again, if you
act quick.
• It costs 5-6 times more to attract new customers than to keep old ones.
• Out of the entire customers you lose 68% leave due to bad service.
• Efficiency • Fairness
• Reliability • Responsiveness
• Consistency • Assurance
• Honesty • Empathy
• Quality • Recovery.
My Role…
• Project Confidence
• Think Positive
• Be Enthusiastic.
• Be Courteous
Often a client's first contact with a business is by
phone. Professionalism is polite, thoughtful, efficient,
educated and valuable at all times.
Types Of Calls
• Have a pen and notepaper handy so that you can write down information required
• If driving, either don’t take the call at all or go to a side, stop for a moment and
tell the caller you will call back or SMS the same
• If in a meeting, excuse yourself , step out to take the call. Again, tell the caller you
will call back or SMS the same
Opening A Call
• Identify yourself.
• Be enthusiastic.
OR
• Greet the caller, if you know who is calling through the Caller ID
• Hello. Mr Ahuja, this is Vikram from Ceasefire/ HR
• Offer your help. If you talk to this person often you may ask
• How may I help you? “ How are you? “ and exchange pleasantries
Outbound Calls
Often we are required to make calls. A Prerequisite to making a call
Be prepared for making the call:
• Keep all the details of case you are calling the person about ready
• Plan your call. Knowing what you need to say will make your call brief
and effective
• Identify yourself, quickly state your business and ask permission
• Good Afternoon, This is Vikram, from Ceasefire. Am I speaking with Mr. Sarcar?
• How are you sir? (Response: I am good, how about you?)
• I am fine, thank you. I need around 5 minutes of your to give you a response to
your query on ……. Is this a good time to talk to you?
Or
• Hello, this is Mudit from the HR department. I need to talk to you about the leaves
of Mr. Shashikant Sharma. Is it a good time to talk to you?”
When Opening A Call
“I’m sorry, I must have the wrong number. Please excuse me.”
• “I can hear that you are upset by this” or “I can tell this situation is upsetting you”.
Mr. Anurag is not correct
• Don’t mispronounce the customer’s name. If in doubt check with your colleagues
or even the customer
• Don’t use Mr./Mrs./Ms. with the customer’s first name. It is not correct to say ,
“Hello Mr. Anurag”. You must either say “ Hello Anurag” or say “Hello Mr. Kashyap”
• If you need to ask for the customer’s name do not say “ May I have your good
name?”
• Response: “Anurag “
• Clearly mention your full name. “This is Adiya Kumar from Ceasefire” Or “ This is
Yuvika Happy from HR”
Some Don’ts
• Don’t leave a person on hold for long . If the hold needs to be long, offer to call
back
• Don’t Interrupt when the other person is speaking. Wait for a pause and then
speak up.
Some Do’s
• Greet genuinely. Keep your pleasantries brief and not too personal.
• Keep a notepad handy and take notes. This helps you structure your
communication, ignore distractions and keep track of what was discussed and
decided.
• If taking a call for someone else, take down a message and make sure that the
intended person gets the message. Use a post-it or email.
Some More Do’s
• Request permission if putting on hold. Do not keep on hold for more than a minute
– “May I put you on hold for a moment?...Thank you for staying on the line.”
• When transferring a call, update the next person on what you’ve “discussed with call
so that the caller does not have to repeat and the transferee is not taken by
surprise.
• For complicated discussions, follow up with a mail stating all that was discussed and
agreed, and the way forward.
• Examples
– “May I place your call on hold, while I get your file?”
– “Can you hold briefly while I see if Mr. Rahul is available?”
• Always thank the caller for holding
Transferring a Caller
• Always transfer the caller to the desired person’s extension, not to the operator
• You would know if you are or not. How can the person talking to you know?
• The person says “wait” and talks to other coworkers without putting me on hold.