| Question |
| How to identify the customer persection in calls as we will not able to understand face to face ? |
| Answer |
| Customers perception on the call can be identified only pos completion of transaction but not on the start of the call. |
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| Question |
| How to reply to customers who yell non – stop without understanding |
| Answer |
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| You need not reply to the customer immediately when he yells but be patient and listen to the issue and then empathise and reply in polite manner to calm him/her down. |
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| Question |
| Some ways to create positive impression ? |
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| Answer |
| Be polite and patient when customer is giving issue statement. Let customer complete his statement and think from his perspective once to be positive in resolving his query. |
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| Question |
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| Can you share the tips for telephone skills ? |
| Answer |
| Smile on the face, pick the call within 2 rings and actively listen to customer query. |
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| Question |
| How to handle an ill-mannered customer over phone? |
| Answer |
| Firstly listen to customers issue completely and tell him you would be more than happy to help and then tell him it is a professional call. |
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| Question |
| What are the basic telephonic skills required while call the customer ? |
| Answer |
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| Smile on the face, patience and willingness to help. |
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| Question |
| Does accent really matters when the customers are Indian? |
| Answer |
| No, not at all. Clarity of speech is more important than an accent. |
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| Question |
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| How to handle customer on phone where customer not ready to listen anything & questionning aggressively? |
| Answer |
| Give time to customer to vent, complete his queries and keep on giving him verbal feedback signals. Then apologise for the inconvenience he was caused and show willingness to help. You will win! |
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| Question |
| How to handle/reply the customer who is not aware of the process and shouting for the resolution over phone. |
| Answer |
| Need to politely make him understand the process has to be followed and you would be more than happy to help him being in the process boundaries and try resolving his queires. |
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| Question |
| What are the basic skills to improve the telephone calls? explain with examples. |
| Answer |
| Skills already shared … Eg: Enthusiatic Opening of the call with clarity of words, active listening of customer query, acknowledging the issue statement and then assuring the activity to be done confidently. Lastly, closing the call ‘Is there anything else I may assist you with. |
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| Question |
| What are the basic Etiquette one should be aware during the start of any conversation with a high profiled/real time customers ? |
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| Answer |
| Bottom line one should be aware of the process thoroughly and have the confidence to convince the customer to ensure it will be done. Confidence and assurity is the KEY. |
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| Question |
| How to handle a demanding customer , Who wants his issue to be resolved at a time ? |
| Answer |
| Again Confidence & thorough in process along with Assurity is the key to resolve demanding customer. Making him understand about the process politely. |
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| Question |
| Even though the we have explain our process and the user starting to explain their process and escalation matrix, how to handle the user…? |
| Answer |
| When customer starts explaining their process you need to make themm understand as every organisation has process in place and has to follow it without deviation you are also doing the same. But giving assurance to resolve the query and showing confidence in your tone will make you win the battle. 🙂 |
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| Question |
| How to handle the odd hours calls which can not be resolve at that time? |
| Answer |
| You need to handle odd hour calls very politely by saying we are here to listen to the query at any point in time however the resolution will be given in the next business hour. |
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| Question |
| How to Develop Good Telephone Skills.. What all are the mechanism you guys are initiating to improve this ? |
| Answer |
| Good Telephonic Skills can be develpoed by learning and we conduct Telephone etiquette trainings to improve them along with mock calls, examples and live floor experience. |
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| Question |
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| How we can handle esclated call on Phone? |
| Answer |
| Again the same key – Patience, confidence and assurity that you can handle the call in the same way even though call will be escalated to supervisor. |
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| Question |
| How to convince the customer who is demanding to transfer the call to higher authority? |
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| Answer |
| By convincing the customer that you can handle the call in the same manner higher authority can handled provided it is in your scope to resolve or else you will have to transfer the call to higher authority. |
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| Question |
| If the Customer is very rood, how to handle that type of calls ? |
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| Answer |
| KEY – Pateince and Willingness to help |
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| Question |
| How to handle Talkative cutomers ? |
| Answer |
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| By building positive rapport with the customer and then asking closed ended questions to drag customer back in business. |
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| Question |
| How to say no to customer in a positive manner in a telephonic call? |
| Answer |
| I can explain this with example – There might me be a case where it is not in your scope so you would first tell him who can do it and then politely say that you are unable to do so as there is a special team to do the same and they would be more than happy to assist you with the query. |
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| Question |
| Suppose I don’t pick customer call due to some personal issues and forgot to call back. What is the best way to handle when i call him next time? |
| Answer |
| Firstly, apologise and that show reflect in your tone that you are really sorry you couldnt answer the call. Secondly, focus on the issue/resolution which has to be communicated to the customer. |
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| Question |
| What is the best way to lead a conference call? |
| Answer |
| Ask for the permission to place the 1st call on hold, press the conference key to dial required number and brief about the issue. Join the 3 party’s on the call post which you need to thank the 1st call for being on hold and introduce the 3rd party with the customer. |
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| Question |
| How to control your emotions over calls which take different turns ? |
| Answer |
| Focus on the issue/concern of the customer and remember customer might not be angry on you personally but the problem which customer is facing. |
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| Question |
| Some times customer want face to face interaction rather than phone call. If it is not possible how to handle it? |
| Answer |
| Face to face is more effective but you need to provide the same effective way to resolve customer query which will in turn help you to gain customers confidence that you will be able to resolve his query. |
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| Question |
| What is the best way to address someone when u pick a call? |
| Answer |
| Greeting (Good Morning/afternoon/evening) with a smile on the face because caller can hear your smile while opening the call. |
