alltel tone and demeanor

8/14/2019 Alltel Tone and Demeanor

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Quality Program

Training

Tone and Demeanor

C S A T


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Objectives At the end of this course, you will be able to:

Understand the importance of excellent Tone and

Demeanor

Understand why we are focusing on Tone and

Demeanor

Define excellent Tone and Demeanor

Understand the relationship between excellent Tone and

Demeanor and our companys Reputation

Understand the relationship between excellent Tone and

Demeanor and First Call Resolution

Recognize excellent Tone and Demeanor on customer

calls


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Warm Up Activity

Sometimes its not what you say

ITS HOW YOU SAY IT!


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Why is Excellent Tone and

Demeanor Important? Improves our companys reputation

Increases customer satisfaction, which creates customer

loyalty

Improves our customer survey results

Creates personal satisfaction for you

Impacts your ability to Raise the Bar for our customers

Increases First Call Resolution Increases your personal performance results

It fulfills The Customer Rules!


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Why are

we focusing on

Tone and

Demeanor?

A continued focus on improving Tone & Demeanor iscritical to the success of our organization, and AlltelsReputation

Previous survey results show we have significant

opportunity for improvement in this category. The Tone & Demeanor guidelines need to better describe

and define Excellent Tone and Demeanor


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Defining Excellent Tone and Demeanor

Excellent Tone & Demeanor Criteria:

When working with each of our customers,excellent Tone & Demeanor requires each ofthe following criteria to be displayed asappropriate for points to be awarded in thisperformance area. Not every Tone andDemeanor element is required on every call.

Building RapportDisplaying Positive Energy


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Defining Excellent Tone and Demeanor

Using Sincere AER statements

-Acknowledge the customers issue

-Empathize with the customer

-Reassure the customer you have the abilityto resolve the issue

Defusing the Customers frustrations prior to jumping tothe solution

Being Professional and Courteous We will now define each of these categories in detail

on the following slides.


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Build Rapport

Create a harmonious relationship

with your customer:

Use positive phrasing and avoid

negative words Use language that the customer

can understand

Appropriately match the customers

tone (i.e. professional toprofessional, humor to humor)


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Display Positive Energy Show your customer you are fully

engaged and interested:

Reinforce positive emotions and beenthusiastic

Speak to the customer with sincerity

Use inflection in your voice

Dont sound apathetic or speak in amonotone

Demonstrate your desire to help


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Use Sincere AER statements You represent our company, and your caring for

the customers issue will positively impact ourreputation.

A Sincerely acknowledge a customersfrustration or concern, when appropriate.Apologize when appropriate.

Be sure to paraphrase the customers issue tomake sure you understand it correctly.

E Sincerely empathize with a customers issue,when appropriate

Remember, one size does not fit all situations,and your approach needs to be tailored to the

customers specific needs. Some customersjust want their issue resolved.

R Reassure the customer of your ability toassist (on every call) Demonstrate ownership andpersonal responsibility.


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Defuse the Customers Frustrations

prior to jumping to the solution

Listen to your customer without interruption

before rushing to a solution!

Practice active listening. Make sure the

customer knows that you have

acknowledged his issue and understand hisconcerns.

Be sincere. Let the customer know that you

are taking his issue seriously.

Maintain a positive attitude. The way that

you initially handle a customer will oftendictate the outcome of the call.


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Defuse the Customers Frustrations (continued) Also remember:

Customers may feel that you are not acknowledging their

frustrations if you immediately jump to a solution. This type of

service can be interpreted as impersonal and uncaring

Often the customer initially may appear to be more interestedin venting his frustrations than actually finding a solution to his

problem. You will find that once customers have been

provided the opportunity to state their grievances, they will be

satisfied with most solutions that you are able to offer.

Customers are more willing to discuss issues rationally oncethey have vented their frustrations.

Customers are more willing to accept reasonable solutions

once they have calmed down.


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Be Professional and Courteous We must always display the utmost

courtesy and respect to our customers,

regardless of the situation.

Use the customers name as appropriateduring the call.

Use professional language and complete

sentences when appropriate. May I haveyour name, please? Avoid statementssuch as Your name?

Explaining silences and using pleaseand thank you when requestingcustomer information.

Give customer your full attention. Do not allow the customers demeanor to

personally affect your ability to remaincourteous and professional.


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Impact to Alltels Reputation

A companys reputation is one of its greatest assets.

Using excellent Tone and Demeanor with our customers

is one of the keys to enhancing Alltels reputation

Each of you has the ability to WOW every customer with

your positive approach and interaction.


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Impact to First Call ResolutionExcellent Tone and Demeanor impacts First Call

Resolution:

If customers are not provided with excellent tone anddemeanor, they may tune out of the conversation, orattempt to end the call early.

Customers may escalate calls if Tone and Demeanor is poor. Customers may avoid Follow-up items with reps who dont

treat them well and call back to get a new rep.

Customers may not feel confident that their issue will beresolved properly when a rep uses poor Tone and Demeanor.This will usually result in a return call to ensure the issue

was resolved.


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We know its not always that simple Dealing with frustrated customers can be frustrating itself. Dont let

a customers negative attitude influence your Tone and Demeanor

Any number of things may have affected this customer before theycalled you. It is your responsibility to take ownership and havepersonal accountability for each call, regardless of the circumstances.

Leave your problems at the door. Personal issues may impact yourtone and demeanor. Focus on your tasks at hand.

Always think as a professional. Think about people that youadmire and how they handle themselves in work-related situations.

Remain positive and professional. Youll be amazed at how

Excellent Tone and Demeanor will influence even the mostnegative customer. Win the customer over with Great CustomerService!


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Exercise

Break up into teams of three

Take turns playing the role of the

Rep, customer, and QA evaluator

Use the Evaluator sheets to record

strengths and opportunities

Use the scenarios on the next slides

for your role plays


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Role Play Scenarios

Scenario One

Matt Rivera, is concernedbecause his flight got cancelled

and he has a reservation in

Mandalay Bay.


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Role Play Scenarios

Scenario Two

You receive a call from

Ms. Lee who wants to

cancel her flight

reservation


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Summary

In this course, we learned to: Understand the importance of excellent Tone and Demeanor Understand why we are focusing on Tone and Demeanor

Define excellent Tone and Demeanor Understand the relationship between excellent Tone and

Demeanor and our companys Reputation Understand the relationship between excellent Tone and

Demeanor and First Call Resolution

Recognize excellent Tone and Demeanor on customer calls

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