CUSTOME

R
SERVICE
TRAINING
Telephone Etiquette
Your Role:
 serves as a direct point of contact for customers in the call center
industry
 provides excellent customer service by giving correct information
in response to inquiries about products and/or services
 handles and resolves complaints efficiently
 ensures that company policies and procedures are being followed
in every call

You need to be Customer Focused:

First and last call of the day get the same high quality service
Treat customers with professionalism and respect
Identify and act to improve service
Do customer-related work first
 Telephone Etiquette
Phone Etiquette at Work

Call Center Phone Etiquette is important. It is a crucial component

to the success of the organization. It is much different than phone
etiquette for personal calls. The main reason for this difference is
that call center employees are expected to remain professional in
every situation, regardless of the callers’ demeanor.   
 Telephone Etiquette

KEYS TO POSITIVE PHONE MANNERS

 Create a good impression

 Be Courteous
 Be Enthusiastic
 Be Helpful
 Be Empathetic
 Be Professional
 Telephone Etiquette
Create a Good Impression
Be Courteous
Be Enthusiastic
Be Helpful
 Telephone Etiquette
TONE
• It is the manner of expression in speech or writing.
• Tone carries the quality or character of the sound.
Remember, it is not what you say, but how you say it.
• Tone is paired with emotion. Hence, we always have to
have a sunny disposition to radiate good tone.
 It’s Not Just What You Say But
How You Say It
Face to Face Telephone
Communication Communication

Tone
Tone
What you say
What you say
Body Language

55% Body Language 13% Words

38% Tone 87% Tone

7% Words
 Telephone Etiquette
Feel Good Phrases
• “I’m glad you called.”
• “I can certainly help you.”
• “I can help you with that.”
• “We value your business.”
• “You reached the right place.”
• “You picked a great time to call.”
• “I will find out right away.”
Feel Good Actions
Smile when speaking with a caller.
• Your tone of voice will make a larger impact
on the caller than the words you speak.
• Ensure that you are smiling throughout the
interaction, to project a positive and friendly
tone to the caller.
Give the caller your undivided attention.
• Treat each caller as an individual
• Ensure that you don’t let previous callers or
personal happenings impact the level of service
you provide.
 Telephone Etiquette
Feel Good Phrases
• “You’ve made a great choice.”
• “I’m here to help.”
• “I’ll take care of that for you.”
• “Have a great day.”
• “I appreciate your time.”
Feel Good Actions
Have a pleasant conversation.
• Although there are a number of tasks to
accomplish on a call, avoid being task-driven.
• Engage the customer in conversation and build a
positive rapport – as you would with a friend or
neighbor.
Help the caller understand we value their
business.
• Say so directly, or do more the basic requirements
on the call to demonstrate this to the caller.
• Remember that callers have choices.
 Telephone Etiquette
Words and Phrases to Avoid
 Fillers(yeah, hmm,uhh.)
 Maybe
 I need you to
 It’s required
 I don’t know
 But
 Unfortunately
 I can’t/You can’t
 You must
 I’m sorry, but
 ..this one…that one
 I will check your file
 In that matter
 Upon checking
 Before I let you go
 I will double check
 What do you want  That’s policy
 You’ll have to  I can’t/You can’t
 You must
 I have no idea
 I’m sorry, but
what you are  I’m only the __, I don’t
saying have the authority
 You’re wrong  No worries
 As I can see here
 You should
 Thank you for those
 I think so
information
 No problem  Can I
 You’ll have to  Verify to me
 Let me go ahead
 I’ll try  You can be able to
PROPER HOLD PROCEDURES
WHY IS IT IMPORTANT?
AHT
Repeat calls
Escalated
calls

Quality
Customer
Satisfaction
Resolution
WHEN TO USE HOLD?
Pull up a customer’s account details

Verify information from your supervisor

Run some web based trouble shooting

steps

Validate information by calling

someone from another department
 HOW PLACE ON HOLD?
ASK for permission May I place you on hold

TIMEFRAME should last

for a maximum of two for two minutes
minutes

while I check on your

EXPLAIN the reason
account?

THANK the customer after

Thank you for waiting.
hold
* If more time is needed, go back to the customer and repeat steps 1 to
DEALING WITH DIFFERENT
TYPES OF CUSTOMERS
Being in Control of the Call
Handling Challenging Customers
 STAY CALM
 Do not take the issue personally.
“Winning” the confrontation
accomplishes nothing – except
losing a customer.
 STAY POSITIVE
 While it is perfectly natural to be
defensive when attacked, choose to
be the “bigger person” and keep
your cool.
 STAY IN CONTROL
 Lower your voice. When you do this
the customer calms down to hear
what you are saying.
Handling Challenging Customers
Stay Calm
 Do not take the issue personally. “Winning” the confrontation
accomplishes nothing – except losing a customer.
 While it is perfectly natural to be defensive when attacked,
choose to be the “bigger person” and keep your cool.
 Lower your voice. When you do this, the customer calms down
to hear what you are saying.

“The person who remains in control of his/her

emotions deals from a position of strength”.
Handling Challenging Customers
Stay Positive
 Use positive language
 By staying positive your customer will not feel the need to fight
with you, instead they will want to work together for a solution
 How you handle the difficult customer is a critical “moment of
truth” in terms of building customer loyalty

“Instead of saying “I don’t know sir” or “I can’t do that”,

use positive language such as “I want to help” or “Here’s
what I can do for you” to let the customer understand
that you are at the same side of the fence – not
opposing forces.”
Handling Challenging Customers

Stay in Control
 Listen and ask questions
 Deal first with the emotions then deal with the problem.
 Look at the situation as a chance for us to fix the problem and
keep the customer for life

“Understanding how to manage yourself in a

difficult call is the first step in handling challenging
customers. Understanding how to handle the
customer is the next step.”
Handling Challenging Customers
Scenarios for “Customers asking for Supervisor /
Manager”:

Customer immediately asked for supervisor or manager after

the opening spiel.

- You can make the customer feel that he/she (Your

Supervisor) is credible
- Offer assistance confidently and listen

If customer is adamant to speak with your manager you

politely advise that you can transfer the call him/her.
TACTICAL COMMUNICATION
TECHNIQUES

When you’re the Supervisor

L. FOR LISTEN
Listen

Listen, without interrupting, for as long as time allows.

Listening gives the customer time to vent and calm down which
provides you the opportunity to redirect the customer towards
solving the problem.

If there is a slight pause with the customer and time allows you
to interrupt, do it by saying “Let me make sure ihear what you
just said.” Then in your own words paraphrase the customers
concerns. And when you are finished, ask the customer, “is that
correct?”
A. FOR APOLOGIZE

Apologize (Blameless Apology)

Apologize because of the way the customer feels about the situation not necessarily for
any wrong doing. This behavior demonstrates empathy. For an apology to be very effective,
it must be sincere.

An apology needs to be provided timely, in other words, as soon as possible after the
event happens.

An apology given in public is more effective. And be careful with the tone of your voice,
your apology needs to sound sincere for it to be effective. Be specific on giving an apology,
know why you are apologizing.

Remember that your goal is gain voluntary compliance from the customer.
S. FOR SOLVE

SOLVE

Presentingoptions to the customer is the most effective way to solve the

problems. By creating and presenting options we give passengers a way to
think and measure what they can get from complying.

You may also use the rational approach, with this you need to explain why
compliance is necessary. If possible avoid mentioning Federal Laws and
Company policies.
T. FOR THANK

Thank

Ifthe employee and the customer successfully resolves a situation a simple sincere ,
“thank you for working with us. We appreciate it” is all that is needed. This allows
employees to create an image of excellence for themselves, the customer and the
company. It demonstrates to our customers that we are sincere in our efforts and that
We Care.

The thank step is a professional touch that should always be included after the problem
is solved.
FIVE-STEP APPROACH

RESOLUTION DELIVERY
THE FIVE STEP APPROACH IS INCORPORATED IN
THE “ SOLVE” STEP, IF NECESSARY.
ASK (ETHICAL APPEAL)
 Politely ask for the customer to comply. The ethical appeal is the most
powerful tool because customer usually comply when they like or respect the person
making the request.
SET THE CONTEXT (RATIONAL APPEAL)
 Explain why compliance is necessary , if possible, avoid mentioning Federal
regulations and company policies. People usually respond positively on the rational
approach once they calm down.
PRESENT OPTIONS (PERSONAL APPEAL)
 By creating and presenting options to the customer, we paint a picture on
what will happen as a result of choosing an option . Explain on what they
can gain by complying. And as a last resort explain what they will lose by
not complying.
CONFIRM (PRACTICAL APPEAL)
 Be certain that you have exhausted all opportunities and options to gain
voluntary compliance from the customer by asking, “is there anything that I
can do, within the rules, that will allow us to work things out?” the practical
appeal gives the customer the option to choose the outcome.
ACT
 If the customer will not comply at this point, follow the appropriate steps
outlined in your organizations procedures.
PROBING TECHNIQUES
Probing
 Probing
What is Probing?
 Using appropriate words to get accurate information

 Should be non-judgmental and flows from what was

previously said

 Good probing questions ask for elaboration, clarification,

and repetition (if, for instance, an important question you
asked wasn't answered)

 Or simply…

ASKING THE RIGHT QUESTIONS

 Probing

Probing will not be effective if we don’t…

Listen to the Customer

• Effective listening is actively absorbing the information given

to you by the customer.

• Show that you are listening and interested by providing

feedback so that the customer will know that the message
was received.
 Probing
Probing will not be effective if we don’t…
Paraphrase or Reflect

• Reflecting is paraphrasing back to the customer what they

said

• Summarize what you’ve heard and also take the conversation

a step further by asking a question for clarification or
elaboration

• Reflecting, without sounding phony or sounding like a parrot,

takes

Creativity and Lots of Practice

!!!
 Probing
Probing will not be effective if we don’t…

Take time to educate the customer

• Each question that you ask should have a follow through or an

explanation

• WIIFM ( What’s in it for me?) should always be addressed since

we are dealing with customers who are adults and educated

• These customers need to know the rationale behind our

questions
 Probing
Effective Probing
• Gives the representative control over the call flow
• Minimizes dead air
• Can help establish rapport
• Gives us a better understanding of the concern
• RIGHT Questions will lead to the RIGHT Solution
 Probing

Tips on Effective Probing

 Use both pre-planned and emerging questions

 Phrase the questions carefully, concisely, and
clearly
 Use leading questions
 Soften hard questions by using transitional phrases
or words
 Ask questions with confidence!
CUSTOMER SERVICE
CUSTOMER SERVICE BASICS
The customer care
experience:

What do you consider a

lousy customer service?
What do you consider an
awesome customer
service?
BRAND IMPACT
 We have a million opportunities to create AWESOME
customer perceptions per year.

 What image do you want to create for BlueStem?

 What image do you want to create for yourself?

Hmmm..
They were
BlueStem is… pretty easy
Its phone to talk to..
operators
Bluestem
were just … What?
WHAT’S EXPECTED FROM YOU:

 Nothing’s impossible in
MEETING and EXCEEDING the
customer’s expectations.
However, it requires an extra
effort and undivided attention to
the details of customer service.
The following details will assist you
with delivering a world class
customer experience with every
customer interaction.
THE BASICS
 Embrace customer service
 Display positive attitude – a smile can do wonders
 Be Polite
 Please
 Thank you
 Individuality – Rapport – Each customer is unique
 Different cultures/Languages – adjust, learn and accept
 Avoid talking over to the customers or blocking
 Keep in mind: WE PROVIDE WORLD-CLASS customer
service. IT’S about them and YOU!
 ME

Me, I’m me, I like me. Yes, I may be weak but can you see the things I can
do?
Gee, I can read and write, I can fly a kite.
I CAN GIVE A SMILE SOOO BRIGHT.
I can HELP with all my might.

Lot’s of things I know, like why do rivers flow, and little seeds that farmers
sow, are the little seeds that make them grow.

Fine words I can say… Thank you, Please, and If I may.

And at the end of each day, I kneel down and pray.
ACCOUNTABILITY
“ It is not only in what we do, but also what we do
not do, for which we are accountable”
- Molier, Author

“ Who made this mess in the bedroom?”

“Who broke this- Who did it?”

What were some of the responses?

WE LEAVE A MARK…
 CSIs like you must know that, everyone was created
with unique prints and genes that can be traced back to
us. So aim for a praise-worthy case.
 Be cautious, treat every transaction as if it’s yours or
your loved ones’
 Above all, take accountability. Never blame your
mistake to someone else.
WHAT IS ACCOUNTABILITY?
 Taking personal responsibility for helping the
organization succeed.
 Doing your share to find the most efficient way to solve
the customers’ problem.
 Making an effort to create an enjoyable workday. Again,
positive energy is contagious.
STEP 1 TO ACCOUNTABILITY
EXPECT EXCELLENT THINGS
 Expect excellent things is the first step towards accountability.
 It is a way of thinking-having a CAN-DO attitude is the most
important element to succeed…after all, it’s your choice!
 Your attitude not only affects you but also indirectly affects
your customers and the people around you.
 Do you have an infectious, optimistic attitude?
 Do others enjoy your company?
 Do you send waves of positive energy?

What happens to the quality of the product or service we provide

when we EXPECT EXCELLENT THINGS?
STEP 2 TO ACCOUNTABILITY
BEING HERE AND BEING ON
TIME
Expect Excellent Things is a presence of mind while this
step focuses on your physical presence.

This step is the easiest because all you have to do is to

show up to work!

It’s your reputation is at stake…

STEP 3 TO ACCOUNTABILITY
USE YOUR TOOLS AND
RESOURCES
Just imagine building a house with only a
hammer. You certainly wouldn’t have much
of a home!
How about eating pasta and all you have is a
spoon! More than likely, the noodles will fall
off, and will barely make it to your mouth.
Unless, of course if you are resourceful and
used our hands instead.
Without using the proper tools and resources
available to you, inefficiency and frustrations
will be the only things you have in your
hands.
TIPS TO HELP YOU MAXIMIZE
YOUR TOOLS AND RESOURCES
Perfect practice makes perfect; take
advantage of the role plays that your Team
Leads and QAEs provide during coaching.
Take advantage of all the trainings your
organization provides you.
Give yourself a time to learn

If you’re unsure of what to do- ASK!

Take notes to remember them

ACTIVE LISTENING
Active listening is the key to empowerment…
…And is an essential skill to master because:
 Customers are assisted quickly and correctly the
first time. FCR (First call resolution) thus,
reducing call backs.
 You empower yourself to assist the customer.
Even though the customer is doing all the talking,
YOU still have complete control of the
conversation.
ACTIVE LISTENING SKILLS
Listening and Hearing are NOT the same thing.
If they were, then we could also assume that all
people can read just because they can see.
The difference between hearing and listening is
understanding and comprehension.
You must listen to your customer’s need so you may
help them, which will enable you to provide
WORLD CLASS customer service.
ACTIVE LISTENING SKILLSSpeaking
Writing Reading Listening

Writing
9%
Reading
Listening 16%
45%
Speaking
30%

“Listening skills are at the base of communication!”

 ACTIVE LISTENING PROCESS
Most of us are able to open a call with enthusiasm, and close a call
with grace.
The other in-between steps, however, take a bit of practice and
application before they can be mastered.

The steps we’ll concentrate on mastering are:

Part 1 – Explore ( Asking Questions & Confirming)
Part 2 – Confirm Understanding (Paraphrase)
Part 3 – Solve Creatively (“I” statements)
“I would be happy to help you out today”
“I can do that for you…”
“I am glad that I’m the one that got your call today”

EMPATHY+ ACCOUNTABILITY = OWNERSHIP

TO BE A WORLD-CLASS
CUSTOMER SERVICE
PROVIDER!
Handling Difficult Customers
OBJECTIVES:

o To understand the various types of difficult

customers
o To know why it is important to know how to
handle them
o How to handle difficult customers
o How to manage stress while handling difficult
customers
IMPORTANCE OF HANDLING DIFFICULT
CUSTOMERS

Reduces call time

Pressure and stress

Customer Satisfaction
Service Recovery
Customer Loyalty
Confidence
WHAT TO DO WITH A DIFFICULT CUSTOMER?

Should we simply hang-up?

Returnthe favor - be as difficult?
Sympathize with the customer?

Complain to your senior?

Refuse service until he/she behaves?

Understand the problem?

Pacify the customer?
Talkative Customer
And then I
said……..blah blah
and then he said……
and then……..
Handling a Talkative Customer

Great Mr Jones
Use the persons name
Use Close ended questions
You are ordering
Be ready with the next questions 10 pieces right?

Would you like

them delivered
today?
Demanding Customer

I don’t care!!! I want….

Handling a Demanding Customer

o Use the persons name

o Be business like
o Be ready with options
Handling upset Customers

Passively angry
Irate
Abusive
A Passively Angry Customer
o Displays Controlled Anger
o Creates a wall
o May not be easy to detect
o Could be sarcastic and Curt
o Could very easily be pushed over the edge
An Irate Customer

o Easier to identify
o Makes his/her anger/feelings clear
o Would yell/shout at you
o Needs to vent emotions
An Abusive Customer

o An extreme reaction
o Uses foul language
o Will resist any alternate solutions
WHAT DOES THE CUSTOMER WANT?

A willing ear and a quick apology

A patient approach

A feeling of respect for his emotions

An understanding of the problem

Assurance that the problem will be solved

Quick solution to his problem, not excuses

SKILLS YOU NEED TO POSSESS

Be polite and courteous

Practice active listening

Apologize sincerely

Be empathetic

Remain calm

Don’t take things personally

Maintain professionalism
Listen Actively
I’m sorry
Immediately Apologize
I can understand……..
Show Empathy That’s terrible…...

Take ownership I’ll take care of that……..

I can help you…...

Establish action plan I’ll do this……..

What I’ll do for you is…...

Note feedback on action Is that alright……..

Would that be okay…...
Handling An Abusive Customer

o Use the LISTEN approach

o Politely ask to refrain from use of foul language
o Restate that you are trying to help
IT’S NOTHING PERSONAL..

Just business
DO NOT
Panic Accuse them of being at
Get defensive fault
Make excuses Transfer call unless

Talk down necessary

Say No or Can’t be done
DO
Remain calm Apologize when
Show Empathy appropriate
Take control of the call Speak slowly and calmly

Be polite and respectful Handle calls in a rational

way
Managing Stress

o Don’t take it personally

o Maintain your composure
10 Instant Stress Busters

Breathe Relax
Smile Desk Aerobics
Laugh Organize
Let it out Talk Positive
One Minute Vacation Energy Break
Escalation Process
 EMPATHY IS…

SEEING with the eyes of another,

LISTENING with the ears of another
and FEELING with the heart of another
 Why practice empathy?
”Your customer doesn’t care how much you know until they know how
much you care.”

 You will be more likely to treat the people you care about the way they
wish you would treat them.
 You will better understand the needs of people around you.
 You will understand the unspoken parts of your communication with
others.
 You will better understand the needs of your customers at work.
 You will more effectively convince others of your point of view.
 You will experience the world in higher resolution as you perceive
through not only your perspective but the perspectives of those around
you.
 You will find it easier to deal with the negativity of others if you can better
understand their motivations and fears. Lately when I find myself
personally struggling with someone, remind yourself to empathize and
you will immediately calm yourself and accept the situation for what it is.
 THE PROBLEM

• When the customers calls, agents immediately focus on

RESOLVING the concern.
 THE CONCEPT OF EMPATHY

If there is one known formula for an effective empathy

statement, this is the Empathize – Relate – Resolve.
EMPATHIZE
• Recognize the emotions of the customers
“I hear your frustration, Sterling.”
RELATE
• Assure the customers that what they are feeling is real and valid
“I’d feel the same way if I were in your situation.”

RESOLVE
• Let the customer know that there will be action taken
“but since I have you on the phone now, let me be the last person
you talk to regarding this concern ok?”
 TIPS ON EFFECTIVE EMPATHY

1. Use the right tone

 Tone plays a major role in getting a message across. It is very useful
in expressing emotions.
 The tone of your voice goes a long way toward helping you convey
empathy. If you say all the right words, but delivers them with
coldness of your voice, you will sound insincere.

Tone of Service

Your voice should sound friendly, polite, and

patient. It should also sound willing to help.

LET THEM HEAR THE SMILE IN YOUR VOICE.

 TIPS ON EFFECTIVE EMPATHY

2. Appropriately choose the right words

Avoid using “I know just how you feel, I understand and I’m
so sorry for that…”

Instead use the Formula for Effective Empathy

E-R-R
 TIPS ON EFFECTIVE EMPATHY

3. Know the right time to empathize

Empathy happens when we start listening to their concern (LISTEN) and

when we start considering the emotions behind those concerns
(CONSIDERING). We, then, assure them that we are willing to help them
(WILLING TO DO). The customers will feel that we are with them while
they do what we asked them to do (DOING), and since they know that we
understand the sense of urgency they have to have their problems
resolved, they will cooperate with us (GLAD THEY DID).
Rapport
• Remember that rapport is about
being a friend.
• It can also refer to a feeling of
harmonious connection between
people or groups of people.
• Rapport building over the phone has
to be natural.
Positive Scripting
 Positive Scripting
• This is the art of making the truth more attractive or acceptable.

• Knowing when to choose the right words to address all

statements in a positive manner.

• The proper choice of words is essential to the success of the

calls.
 Positive Scripting
Here are proven ways to do positive scripting:

• The Sandwich Technique

• Turn Negative to Positive
• Use Empathy Statements, Rapport or Praise
• Offer alternative solutions
• Present some more choices or other options
 Positive Scripting
Negative to Positive

1. Remove the negative statement and rephrase into a

positive statement.
Example: “I cannot do that for you…”

“This is what I can do for you…”

2. Completely remove the negative and go on with your

sentence.
Example: “You cannot do that…”

“What you can do is…”

 Positive Scripting
• Acknowledge negativity because ignoring it will not make
it go away.

• However, don’t get hooked into complaint sessions and

gossip.

• Let’s focus on solutions not problems, and issues not

people.

• Lastly, model positive behavior. Smile!

 Positive Scripting

Praises
Our recognition are powerful positive motivators.

• it nourishes our customers’ self-esteem

• increases likelihood that they will continue to

cooperate with us.
 Positive Scripting

Options and Choices

Customers need to know

what you CAN do for them
and not what you CAN'T.

So FOCUS on what you CAN DO.

 Let’s Practice
Scenario 1:
Give scenarios

Scenario 2:
Give scenarios

Scenario 3:
Give Scenarios
Questions?