call etiquette 1
TRANSCRIPT
-
8/2/2019 Call Etiquette 1
1/17
-
8/2/2019 Call Etiquette 1
2/17
-
8/2/2019 Call Etiquette 1
3/17
When you answer the phone you are the
representative of the home or business that is
being called.
The impression that you make will influence thecaller's opinion of your business.
What is call etiquette about?
Call etiquette refers to a set of rules that applywhen people make calls to others or when they
are receiving a phone call.
-
8/2/2019 Call Etiquette 1
4/17
Answer calls promptly, by the first ring itself.
Smile as you pick up the phone.
Use the standard greeting- Good
morning/afternoon/evening. Thank you for
calling SBI General This is (XYZ) How may I assist
you.
Project a tone that is enthusiastic, natural,
attentive and respectful.
-
8/2/2019 Call Etiquette 1
5/17
Patiently listen to customer without
interrupting.
Wherever required politely intervene and probe
the customer. Avoid making our customer to repeat his query
unnecessarily.
Used appropriate questions to clarify
information and identify the issue of the caller.
-
8/2/2019 Call Etiquette 1
6/17
Need to acknowledge our customers emotion
and issue.
Use appropriate acknowledgement statement
like I will be glad to assist you with that
when the issue was announced.
Apologize if necessary
Paraphrased where required. Avoid parrotingcustomers query.
-
8/2/2019 Call Etiquette 1
7/17
Use a positive and business like tone.
Sound helpful and courteous at all times.
Sound confident while conversing withcustomers.
Modulate voice so as to effectively respond to
customers query.
-
8/2/2019 Call Etiquette 1
8/17
Ask permission before placing a caller on hold. Return to the line periodically.
Ask callers if they want to continue holding.
Indicate how long the delay could be.Offer to call the person back if the wait will be
long.
Never leave a customer on hold for longer than
one minute. Be courteous, respectful and professional.
-
8/2/2019 Call Etiquette 1
9/17
Use positive language with concise sentence.
Reply with a distinct yes, rather than yeah.
Show respect with simple comments and
responses such as Thank you, I appreciateyour help, and Please.
Avoid responding with non-words noises, such as
ah, uh-huh or ummm.
Speak slowly and pronounce words clearly with a
professional tone.
-
8/2/2019 Call Etiquette 1
10/17
Never make an angry caller wait for more than 30minutes for a supervisor.
Listen to the complaint, investigate and act to resolvethe issue.
Avoid interrupting until the entire complaint has been
stated. Do not allow yourself to get angry.
If the caller is angry, pause before you respond and thenrespond politely.
If the caller is extremely angry, ask if you can call back.
If the caller refuses, ask if you can have few minutes tocollect needed information. This additional time mayallow the caller to calm down.
Continued.
-
8/2/2019 Call Etiquette 1
11/17
Never put an angry caller on hold. This may make
them more angry.
Empathize. Express regret for the situation.
For example: Im sorry for the inconvenience. Find a way to agree with their circumstances.
For example: I understand what you are going
through
Suggest alternatives for handling the problem thatyou have the authority and take responsibility for
providing answers to the customer.
-
8/2/2019 Call Etiquette 1
12/17
I dont know
I/We cant dothat
Youll have to
Just a Second
No
Let me check and find outfor you
Thats a tough one. Let mesee what I can do
Say that what you need todo
It may take few minutes toget that information, pleasemay I place you on hold for a
minute
Eliminate it at the start of asentence
-
8/2/2019 Call Etiquette 1
13/17
Set up correct expectations for our customers
about the TAT.
Giving an assurance statement will be done
If call back required will call back soonCall closing should be Thank You for calling
SBI General and have a nice day
-
8/2/2019 Call Etiquette 1
14/17
-
8/2/2019 Call Etiquette 1
15/17
Phase 1: Opening the Call (Greeting &
Introduction)
Phase 2: Building Rapport & Identifying
Customer Need (Question)
Phase 3: Collecting/Verifying of Information
(Paraphrase)
Phase 4: Provide Customer Solutions,
Alternatives or Information Phase 5: Close the call (Summarize)
-
8/2/2019 Call Etiquette 1
16/17
Chaitali Koli 10348
-
8/2/2019 Call Etiquette 1
17/17