Telephone group project

  • Published on
    31-Aug-2014

  • View
    1.372

  • Download
    0

DESCRIPTION

My section of our group project

Transcript

  • CUSTOMER SERVICE
    • The ability to supply your customers with their wants and needs.
    • Good customer service will bring back customers
    • Those customers may tell other business about you
  • HANDLING UPSET CALLERS
    • Use the ASAP Technique
      • Acknowledge
      • Sympathize
      • Accept
      • Prepare to help
    • Dont make up excuses
    • Dont let the caller upset you.
  • TELEPHONE MESSAGES
    • What to remember
      • Keep paper and pen close
      • Write down the caller's name, phone number and company
      • Make sure you write down the important information
  • TELEPHONE MESSAGES
    • When talking to a caller
      • Talk in a friendly voice
      • Tell them who they are calling for is unavailable
      • Ask if they want you to take a message
      • Tell them when they can expect who they are looking for might call them back
  • SCREENING PHONE CALLS
    • When Screening a Call
      • Ask who is calling
      • Where they are from
      • Why they are calling
    • Call who the caller wants to talk to
      • Tell them the information about the caller
      • Ask if they want to talk to them
  • HANDLING INDECISIVE CALLERS
    • Dont get irritated and remain patient
    • Ask questions that can be answered with yes or no
    • When telling the caller options, dont give them more than three