Customer Service & Call Centre 101

1st Edition For English as a Second Language (ESL) individuals or English speakers who are

pursuing a career in Customer Service, or English speaking representatives who want

to improve their customer service skills

Sophia Nelson-Doman

You have free give away rights to this part of the book.

All Rights Reserved

No part of this document may be reproduced or transmitted in any for whatsoever, electronically, mechanically, including photocopying, recording or by any

informational storage or retrieval system without expressed, written, date and signed permission from the author.

Copyright © 2014 Sophia Nelson-Doman

All rights reserved.ISBN-10: 1501098659

ISBN-13: 978-1501098659

BRIEF CONTENTS1. Good Posture and Tone of Voice

72. Introduction to Call Flow

113. Open and Verify the Customer or Contact

134. Gather information and resolving

17

5. Close or Ending the Call 30

6. Complete Call Flow Practercise 32

LESSON 1GOOD POSTURE AND TONE

At the end of this module you will be able to:· Know the importance of having a good posture· Know the purpose of having good tone of voice

· Know the importance of smiling

Before we learn the areas of the Call Flow, lets us take a look at good practices that could assist you while working and during your calls.

GOOD POSTURE:

· Having good posture not only assists with your health but it also helps when you speak and make you feel and sound more confident during your calls. It boosts your self – confidence.

· Self-confidence – a feeling of trust in your ability

When speaking to your customer, the customer needs to hear in your voice that you CARE about the purpose of his/her call, you UNDERSTAND the reason for calling and the REASSURANCE that you will take care of the issue.

So sit up in your chair and DO NOT SLOUCH!

When you are slouching the customer can hear in your voice that I cannot be bothered or I don’t care.

Good Posture

Now try both postures and see how you sound when speaking to someone:

• Slouching

• Sitting up straight

Which is better?

Warm up activity:

Do you exercise, why or why not?

Warm up activity:Do you prefer to do your banking face to face with a representative at the bank, on-line or over the phone, why?

List four things you have learn about good posture:1.

…………………………………………………………………………………………

2. …………………………………………………………………………………………

3.

…………………………………………………………………………………………

4. ……………………………………………………………………………………………

TONE OF VOICE There are different tones of voice - your voice can sound cheerful and pleasant and that’s what most customers want to hear. Not a boring or MONOTONOUS voice.

· Monotonous – no variation in your voice. It never goes up or down.

Having a good tone of voice is very important. If a customer calls in and sounds very angry, you will need to match the customer’s tone. The customer cannot have an upsetting tone and you sound cheerful. Not that you are going to be angry too. Here is where you show EMPATHY.

· Empathy – sharing the feelings or emotions of someoneShow the customer you understand how he/she feels, and that you would have felt the same way.Example of Dialogue:I understand how you feel Ms. Jones, I would have felt the same way if I was told my service is going to be installed today and it was not, I was in a similar situation with one of my service providers. I stayed home the entire day and no one showed up. I was very mad.Give an example of a situation what a customer would call in and be upset about.Put yourself in the customer’s shoes.

MATCH THE MOOD OF THE CUSTOMER.

TONE OF VOICE: Practercise:# 1 With your partner – give an example of an angry customer and a response to the customer. Then switch roles.

#2 With your partner – give an example of a pleasant customer and a response to the customer. Then switch roles.Do you think smiling is important when speaking on the phone or speaking to a customer face to face? Why or why not?When you smile it sounds in your voice. The other person at the other end will hear it in your voice and can feel the warmth.

Practercise: practice smiling and without smiling.Smiling – How may I help you today?Without smiling - I can certainly assist you with your invoice.

Think of another response and practice it while smiling.Having a mirror at your desk and smiling at yourself is a good practice when speaking to your customers. Your customer will hear it in your voice.

I currently teach a variety of students of different ages and levels from all over the world English as a Second Language. I also teach individuals who would like to get into the customer service industry - introductory customer

service using this book and I have been making a significant amount of progress and receiving excellent feedback from my students.

Visit my website: http://www.ndmeslviasocialmedia.org Check out my Youtube video by clicking on the links belowYoutube channel: https://www.youtube.com/channel/UCp9-hlYnUtDWtMT6D6YLuiAIntroductory video: https://www.youtube.com/watch?v=UZPTgkbN5ZQ You can purchase a complete copy of this book on Amazon at: http://www.amazon.com/Customer-Service-Call-Centre-101-ebook/dp/B00OEY47MK

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