The five golden rules of call handling
- 1. The Five Golden Rules of Call Handling
- 2. 1. BE POLITE Say “please” and “thank you”. When you are polite customers feel respected and valued, and it shows that you appreciate the time they have taken to speak with you.
- 3. 2. USE EMPATHY Put yourself in customer’s shoes Empathy is the capacity to understand or feel what another person is experiencing, i.e., the capacity to place oneself in another's shoes.
- 4. Do say: Don’t say: • “I understand your frustration…” • “I know how you must be feeling…” • “I agree with you, our service is horrible!” • “I love you…” Appropriate Levels of Empathy
- 5. 3. USE THE CUSTOMER’S NAME There’s no greater music than the sound of one’s own name.When you personalize the interaction, customers feel like they are talking to a real person, perhaps even a friend.
- 6. Never use: • Mr./Mrs./Ms. + First Name • Example: “Mr. Anil, please bear with me…” Should you use customer’s first name or Mr./Mrs./Ms. (last name)? Always use: • Mr./Mrs./Ms. + Last Name • Example: “Mr. Kumar, please bear with me…”
- 7. 4. TAKE OWNERSHIP OF THE SITUATION & SOLUTION When you answer the call, you own the situation and are responsible for finding a resolution. Treat each customer as if she is the only customer your company has.
- 8. 5. USE POSITIVE, “CAN DO” LANGUAGE Always tell the customer what you can do for him/her rather than what you can’t do. Turn a roadblock into a roadway.
- 9. QUESTION: Who is our most important customer? ANSWER: Everyone! Everybody should be treated as a VIP!
- 10. Thank You