Professional call handling techniques (1)
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This document provides guidance on telephone etiquette and call handling techniques for customer service. It discusses demonstrating good voice quality when speaking to callers, including proper pace, tone, volume and diction. It also outlines techniques for greeting callers, transferring calls appropriately, and handling irate customers respectfully. The goal is to train employees on how to interact with callers in a polite, empathetic manner.
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Professional call handling techniques (1)
- 1. 1 Making The Right Choice
- 2. 2 Telephone Etiquette Demonstrating Proper Call Quality Call Handling Techniques
- 3. 3 Prior Knowledge Recall a good or bad customer service experience? What made it good or bad? How did it make you feel?
- 4. 4 Training Content Voice quality (pace, volume, pitch, projection, enthusiasm). Call techniques opening, closing, transfer procedures, and skills for irate callers.
- 5. 5 Good Voice Quality Enthusiasm Pace Tone and Volume Clear diction and correct grammar
- 6. 6 Call Handle Techniques Greeting should include: Business and or department name, and your name. Use courtesy phrases, “thank you”, “please” Ask permission to transfer caller Thank caller for holding Announce call being transferred if possible Closing: offer further assistance
- 7. 7 Techniques For Handling an Irate Caller Use empathy words, “I apologize”, “I understand” Never interrupt, speak in loud volume, or re-enter into conversation while customer is speaking. Maintain soft voice tone and pitch regardless of customer’s tone and pitch.