Section 3: Winning Telephone Skills

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A Guide to Customer Service Skills for the Help Desk Professional, 2e. 2. Targets. Comprehend the force of the telephoneHandle calls professionallyAvoid the most well-known phone mistakesUse demonstrated methods to place guests on hold and move brings in a positive, proficient wayUse an assortment of strategies to constantly enhance your phone skillsConsistently pass on a positive, mindful a

Presentation Transcript

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Part 3: Winning Telephone Skills A Guide to Customer Service Skills for the Help Desk Professional Second Edition

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Objectives Understand the force of the phone Handle calls professionally Avoid the most well-known phone botches Use demonstrated methods to place guests on hold and move brings in a constructive, proficient manner Use an assortment of strategies to persistently enhance your phone aptitudes Consistently pass on a constructive, mindful demeanor

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Winning Telephone Skills The phone is the essential way that clients get benefit from many help work areas The phone will dependably assume a part in client benefit Professional phone abilities help to guarantee that the help work area handles client asks for in a provoke, polite, and reliable way Consistency manufactures trust and shows clients what they can expect amid calls

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Creating a Positive Telephone Image Responsiveness and a minding disposition are major to a constructive phone picture A client's observation is impacted by: How long it takes to answer the phone The vitality and eagerness investigators pass on Conducting business via phone can disappoint and indifferent When taken care of appropriately, the phone can be a productive, viable approach to convey bolster

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Understanding the Power of the Telephone The phone is a standout amongst the most widely recognized ways that organizations and clients impart At a help work area, examiners may deal with: Incoming calls Outgoing calls Telephone innovation robotizes a significant number of these exercises

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Understanding the Power of the Telephone (proceeded)

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Understanding the Power of the Telephone (proceeded with) Factors that impact the phone advancements a help work area chooses include: The help work area's size The organization's objectives The way of the organization's business Customer desires The innovation a help work area utilizes influences how client contacts are coordinated to experts and how examiners' execution is measured

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Understanding the Power of the Telephone (proceeded with) Voicemail - A n intelligent mechanized framework for noting and directing phone calls, for recording, sparing, and transferring messages, and now and then to page the client 90% of HDI individuals utilize voice message

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Understanding the Power of the Telephone (proceeded with) The best organizations tenaciously oversee voice message messages Calls are returned immediately, regardless of the possibility that lone to tell clients: The call was gotten It has been signed in the organization's episode following and issue administration framework It is being dealt with

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Understanding the Power of the Telephone (kept) Acknowledging a voice message is not the same as settling the client's issue or demand The initial step is to just tell the client that their voice message has been gotten and logged Voice mail solicitations are commonly signed in the help work area's occurrence following and issue administration framework Most occurrence following and issue administration frameworks naturally allocate a ticket number or remarkable identifier to logged client demands

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Understanding the Power of the Telephone (proceeded with) Fax – An electronic gadget that sends or gets printed matter or PC pictures Faxed solicitations are ordinarily signed in the help work area's episode following and issue administration framework Customers may fax structures, letters, or data, for example, a report that has a blunder message Fax-on-request – Technology that empowers clients to utilize their touch-tone telephone to demand that responses to FAQs, methodology, structures, or deals writing be conveyed to the fax machine at the number they give

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Understanding the Power of the Telephone (proceeded with) Automatic call merchant (ACD) - An innovation that answers a call and courses or disperses it to the following accessible investigator If all investigators are occupied, the ACD places the bring in a line and plays a recorded message ACD programming figures out what calls an expert gets and how rapidly the investigator gets those calls

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Understanding the Power of the Telephone (proceeded with) Analysts utilize an ACD reassure to perform ACD capacities Available state - An ACD express that implies an expert is prepared to accept calls Idle state - An ACD express that implies the expert did not answer a call steered to his or her phone inside the predetermined number of rings Wrap-up mode – An ACD highlight that keeps the ACD from steering another inbound call to an investigator's augmentation

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Understanding the Power of the Telephone (proceeded with) ACDs can incorporate with and utilize different advances to convey data Announcement framework - An innovation that welcomes guests when all help work area investigators are occupied and can give answers to routine inquiries or limited time data Automated chaperon - An ACD highlight that courses calls in view of info gave by the guest through a touch-tone phone Skills-based directing (SBR) - An ACD include that matches the prerequisites of an approaching call to the expertise sets of accessible examiners or investigator bunches

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Understanding the Power of the Telephone (proceeded with) Voice reaction unit (VRU) - An innovation that incorporates with another innovation, for example, a database or system administration framework, to acquire data or to play out a capacities; additionally called an intuitive voice reaction unit (IVRU) A VRU can gather an interesting identifier, for example, a client's worker ID or Personal Identification Number (PIN) A VRU gets data by: Having guests utilize the keys on their touch-tone phone Speak their contribution to the phone

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Understanding the Power of the Telephone (proceeded with) Poorly actualized or disgracefully utilized phone innovation can prompt to client dissatisfaction and be seen contrarily When clients question or aversion innovation, it influences how they interface with help work area investigators and how examiners get their function Companies can limit these contrary impacts by: Listening to clients and help work area examiners Implementing the innovation in a way that both see is valuable and useful,

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Understanding the Power of the Telephone (proceeded with) Implemented accurately, phone innovation is an effective specialized instrument that can improve the administrations a help work area offers and advantage help work area experts. For instance: ACDs can communicate messages that illuminate clients about, for instance, an infection ACDs and VRUs can utilize guest ID information or programmed number ID information to give a guest's name

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Understanding the Power of the Telephone (proceeded with) Caller ID (guest ID) - An administration gave by your nearby phone organization that discloses to you the phone number of the individual calling Automatic number ID (ANI) - An administration gave by your long separation specialist co-op that reveals to you the phone number of the individual calling

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Understanding the Power of the Telephone (proceeded with) Computer communication incorporation (CTI) – An interface that connections phone innovation with processing innovation to trade data and increment efficiency Screen pop – A CTI work that empowers data about a guest to show up, or fly up, on an expert's screen in view of guest data caught by the phone framework and go to a PC framework A background marked by the guest's past issues and demands can likewise fly on the screen

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Understanding the Power of the Telephone (proceeded)

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Handling Calls Professionally from Start to Finish Jan Carlzon alludes to administration experiences as "Snapshots of Truth" for an organization Each and every administration experience is basic to the achievement of the organization Each of these minutes contributes significantly to how clients see an investigator and the whole organization

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Handling Calls Professionally from Start to Finish (proceeded)

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Handling Calls Professionally from Start to Finish (kept) Using a script is a typical help work area hone Script - A standard arrangement of content and practices Scripts empower examiners to center their vitality around taking care of issues and taking care of one of a kind circumstances Analysts may utilize scripts when they have to locate a positive approach to state something they don't feel great saying, for example, "No" to a client Scripts additionally empower clients to see that the help work area conveys benefits reliably

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Handling Calls Professionally from Start to Finish (kept) Answering the phone: How you answer the phone sets the tone for the whole discussion Pick up the phone immediately, yet with poise Use your organization's standard script to guarantee that clients are welcomed in the same, steady way Announce the name of your organization or division Give the guest your name Ask the main question

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Handling Calls Professionally from Start to Finish (proceeded with) "Help Desk, this is Carmen. How may I help you?" "Help Desk, this is Sue. May I have your name please?" "Hi, Options Unlimited, this is Leon. May I have your Customer ID?"

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Handling Calls Professionally from Start to Finish (proceeded with) Listen effectively to the client's demand Ask for a similar data in a similar request each time If you talk with a client routinely, confirm the data as opposed to skirting the progression Skipping steps is an injury to your clients and your collaborators The help work area is a group setting; by being steady you: Communicate your organization's strategies Convey to clients that anybody can help them

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Handling Calls Professionally from Start to Finish (kept) Handling Calls About Unsupported Products or Services: Few organizations can be "all things to all individuals" The cost would basically be too high Many organizations characterize a rundown of upheld items and administrations Internal help work areas bolster items most

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