An Overview

Basic Call Etiquettes

 Always start your call with a smile. Your voice
must create a pleasant visual impression over the
telephone.

 Greet the Customer pleasantly with a ‘Good

Morning’, ‘Good afternoon’ or ‘Good evening’

 Introduce yourself and your company

 Have clarity in your voice and sound confident.

 Use polite terms like ‘please’ and ‘thank you’

whenever appropriate

 Before ending a call summarize and then thank

the Customer for his patience.
 Starting a Call
 Greet the Caller
 Greet the caller in a friendly and
enthusiastic manner such as "Good
morning or good afternoon".
 Introduce yourself to the caller. For
example “This is Swetlina".
 State your company name. For
example, “I am calling from Cleartax
GST".

 Verify the Customer’s name

 Ask for the Customer’s name or
verify it from his email. “Am I
speaking to Amar Verma?”
 Also verify his email ID. “As per our
records your registered email ID is
xxx@ccc.com”
Opening and Closing scripts
Ensure that the script adherence is maintained and is followed
while starting each call

Opening Script:

Good morning/Afternoon , My name is XXXX & I am calling

from Cleartax GST.
Closing Script:

Give a summary of your call and then use the following

script:

“Thank you for choosing Cleartax. You were speaking to

XXXX. Have a great day ahead.”
 Probing
 Probing is an action taken for the purpose of knowing
the exact reason of the customer’s needs or
dissatisfaction. Generally it is a bunch of questions
asked in a sequence or in order to specify the
understanding of a Customer’s requirement.

 Use Probing Questions To Improve Service. Effective

questioning techniques are an integral component to
providing great customer service. ... That's when you
use a probing question. A probing question is a form
of an open-ended question but it's a follow up and it's
not as broad.
 Hold Procedure (Do’s and Don’ts)
 Do's:
 Explain the reason for hold
 Verify the person's phone number
 Inform the time duration that you will be away for.
 If, the delay is taking longer than anticipated, check in
with the caller and ask for more time.
 When you return to the phone, apologize for the
inconvenience and thank the caller for his patience.

 Don'ts:
 Don't interrupt a caller in mid-sentence to put her on
hold. Wait for a pause in the conversation.
 Never put someone on hold without announcing
you'll be doing so. Ask rather than just telling.
 Don't put a person on hold multiple times in one call.
 Don't leave the caller holding for more than two
minutes without checking in.
 Hold Procedure
(Script to be followed)
“<Customer’s name> May I place the call on hold
for 2 mins while I check with my internal
resources.”

After coming back ensure you are thanking the

Customer:

“Thank you for being on hold.”

Lets hear a sample call for better understanding:

 Offering Additional Assistance
Script to be used:

“Is there anything else I can assist

you with?”

This phrase with invite the customer

to respond and will give them a chance
to let you know if anything remains
unresolved.

Ensure you ask the Customer this

question before the call ends.
 Empathizing with Customer
Empathy : is the ability to understand and connect with someone's
feelings. In customer service, empathy is the ability to affirm
a customer's feelings and indicate that you can understand their
pain or frustration, even if you cannot fix it.

 If I were in your position, I would feel the same way.

 That would frustrate me, too.
 I would be asking the same questions as you are.
 You are totally right.
 I would come to the same conclusion.

Let’s watch a short video on Empathy:

https://www.youtube.com/watch?v=Z-oIYm4i3yk
 Rapport Building
• Building rapport can be incredibly beneficial to your call – it
helps you to establish good mutual trust, friendship and affinity
with customer. Follow these steps to build rapport:
• Open the Call With a Smile. ...
• Start the Conversation With a “Warm Up” ...
• Listen Well. ...
• Let the Caller Know You Are Listening. ...
• Use Words That Your Caller Uses. ...
• Show Empathy With Your Caller. ...
• Go Off Script. ...
• Be Friendly.
 Active Listening
Active listening is the foundation of
effective communication. Behind every
customer call is a real person, looking for
guidance or a solution to a problem. It’s
critical to engage in active listening in order
to make that person feel truly heard,
understood, and served.

Let’s watch a short video on Active

Listening:
https://www.youtube.com/watch?v=t2z9
mdX1j4A
 Handling an Angry Customer
 Don’t Take It Personally - Although angry
customers take their frustration out on you, they
know that you did not cause their problem.
 Never Argue Back - Maintain your integrity and
be the better person. Let the customer know that
you are there to help, but you cannot do so until
they calm down.
 Be Patient - Stay in control and try to direct the
conversation to a happy resolution. Do not rush
the phone call.
 Know How to Apologize - Depending on the
customer’s complaint and the direction of the
conversation, there are a few different ways you
can apologize.
 Solve the Problem - Work with your customer to
find a resolution that satisfies you. The solution
should be fair and justifiable for both parties.
 Tone Modulation
 Tone is the emotion with which you speak. Voice Modulation is a
change in stress, pitch, loudness or tone of the voice and an inflection
of the voice; which gives your voice meaning and holds the listener’s
attention as well.

Here are few components of voice modulation.

 Rate of Speech
 Pitch/Depth of the Voice
 Pause
 Power
 Volume
 Emphasis
 Inflection
 Remote Disclaimer
Remote Disclaimer must be used before setting up any remote
session via AnyDesk / Teamviewer.

English:

 Before I start the remote session, I would request you to remain in front
of your PC for the entire duration. Please close any confidential
information that you don’t want me to access. Also feel free to
disconnect at any time.

Hindi:

 Remote session shuru karne se pehle main aapse binti karta/karti hoon
ki aap poora samay apne PC ke saamne bane rahein. Confidential data
bandh kar dein. Aur aap kisi bhi samay session band kar sakte hain.
 Call flow to be followed
 Use the opening script
 Verify the Customer’s name and his email ID
 Purpose of the call
 Probe and Start with the Pitch for the day
 Rapport building
 KYC detail collection
 Offer a Demo
 Remote Disclaimer if remote session is acceptable
 Education and Running Offers (if any)
 Additional Assistance
 Call Closing script

Lets hear a sample call for better understanding: