call center performance workbook
DESCRIPTION
Call Center Training BasicsTRANSCRIPT
11
Corrie Woolcott, HCS
Customer Service Representative Customer Service Representative
Call Center PerformanceCall Center Performance
GOALS and OBJECTIVESGOALS and OBJECTIVES
Acquire new skills, tips, techniques as it pertains to phone conversations
Develop and improve call performance
Learn how to be pro-active in handling phone conversations
Learn the 8 steps to call success
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VALUE PROPOSITIONVALUE PROPOSITION
What’s In It For You?
This ecourse will provide you with simple, yet effective, skills and techniques which, when used exactly as directed, will improve your customer contact situations. The benefits to you are:
Increased confidence from having the right tools.
Reduced stress by better handling challenging situations.
Increased job satisfaction from doing something well.
That great feeling you get inside from helping others.
Increased value to your employer
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PICK YOUR TARGET PICK YOUR TARGET
ManageYourPerformance.com reminds you when an irate caller
launches a verbal assault. The caller is not deliberately upset at
you personally.
In 99% of the cases, the real target for this frustration is due to
some communication breakdown in the call, transfer of information,
an un kept promise, missed commitment or deadline, system
malfunction….
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Definition of RAPPORT:A relationship of mutual understanding or trust and agreement
between people
wordnetweb.princeton.edu/perl/webwn
Create a Supportive Environment
BUILD RELATIONSHIPSBUILD RELATIONSHIPS
Are you….
Understanding
Compassionate
Supportive
Concerned
Considerate
Actively Listening
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SKILL isSKILL is…………
The ability to use one’s knowledge effectively and readily in execution or performance.
SKILLSKILL
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Develop good listening skills…
Are you Attentive
Are you Understanding
Are you Detecting Hidden Messages
Are you in control of your Tone
Are you Acknowledging your customer
LISTENING SKILLSLISTENING SKILLS
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Your Persuasive Ability depends on:
What you say
How you say it
When you say it
Identifying a need (Caller’s request)
Identifying a benefit (Alternate choice or process)
How you promote & sell yourself
KNOW HOW to PERSUADE &KNOW HOW to PERSUADE &
INFLUENCEINFLUENCE
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Speaking Skills
Enunciation
Adult Tone
Good Pace
Eliminate Sarcasm
Eliminate Slang
Good Diction
Eliminate Jargon
Sound Bite
SPEAKING SKILLSSPEAKING SKILLS
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Product Knowledge
Become a Superior Product Expert
Learn & Practice Call Scripts
Learn Everything about Product Features
What are the Benefits for your Client
Probe for Details & Ask Questions (Be a consultant)
Recommend a Customized Solution for their needs
Be an Advocate for the Product and your Company (Be your biggest fan)
KNOW YOUR PRODUCTKNOW YOUR PRODUCT
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Hear without judging and assumingHear without judging and assuming
Notice feelings like:Notice feelings like:
AnxietyAnxiety…….. Fear.. Fear…….. Excitement.. Excitement……..Distress..Distress……..Anger..Anger
Do not allow yourself to jump to conclusionsDo not allow yourself to jump to conclusions
Find the right key emotional driverFind the right key emotional driver
+ = YOUR Personalized
Response
Sound Interested
LISTENLISTEN
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Say “Please and Thank You”
Use the Customer’s Name to Build Rapport
Leave the Customer Satisfied
Make the Customer Feel Right to do Business with You
Give a Phrase of Assurance, Speak with Confidence
Provide Superior Service Consistently
Always Hang Up Last
MANNERS & PROFESSIONALISMMANNERS & PROFESSIONALISM
What is your approach?
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Lack of Knowledge
Skepticism
Customer Has His/her Own Reasons
Lack of Understanding
Other Priorities
Navigate your way through the call
WHAT ARE OBJECTIONS?WHAT ARE OBJECTIONS?
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Procrastination
& Timing
Procedures
& Process
System
Limitations
Product or
Service Failure
Personality
Conflict & Past
Experience
Types of
Objections
TYPES of OBJECTIONSTYPES of OBJECTIONS
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DO it RIGHTDO it RIGHT
When You use the name of the person
When You make a great recommendation
When You ask the right questions
When You demonstrate professionalism
When You accurately process a request
When You speak like an expert
Creates a High Performing Results Driven Culture
Do the Right Thing,
the Right Way,the First Time
SMART
Specific, Measurable, Achievable
Reliable and Timely
EffectiveCommunication
CustomerFocused
Lower H
elpDes
k Trans
fers
Higher
Service
levels
1stCal
l Resolu
tion
GetBet
ter Resu
lts
Minimiz
ed
Errors
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1.1. Build RelationshipsBuild Relationships
2.2. Continuous Skill Development Continuous Skill Development
3.3. Listen without Judging & Making AssumptionsListen without Judging & Making Assumptions
4.4. Speak with Good DictionSpeak with Good Diction
5.5. Develop your Product & Systems KnowledgeDevelop your Product & Systems Knowledge
6.6. Handle Objections with Persuasion and InfluenceHandle Objections with Persuasion and Influence
7.7. Be a TRUE ProfessionalBe a TRUE Professional
8.8. WrapWrap Up & Complete the CallUp & Complete the Call
8 STEPS to CALL SUCCESS8 STEPS to CALL SUCCESS
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