Modules on Customer Handling Skills

Modules on Customer Handling Skills, email etiquettes with videos on the same is required for training purpose. How to deal with customer's on the phone. Handling Irate and normal customer's to improve the company reputation. Understanding the purpose of etiquette. How to answer the telephone professionally and enthusiastically. How NOT to answer the telephone (with specific "don't" examples). How to make outbound calls in a courteous and professional manner. How to deal with multiple callers. How to be effective in their 'follow-up.' How to handle difficult situations. Only transfer a call when you are certain you know the right person to deal with it. Do not subject your caller to the "merry-go-round" of repeated transfers. Tell them you will find out who deals with it and let the caller know.

If you cannot answer an enquiry quickly, give the caller the option of your calling back. Tell him/her when you will call back and then stick to that promise. If you have not got all the information you need by then, phone anyway to say what progress you have made and when you will call again with a full answer. Explain why you need to do this

Ask permission from the caller

Give accurate time scales

Let the caller know what to expect

On returning to the call thank the caller for waiting

If there is any chance that the call will be 'lost' make sure you have the caller's name and telephone number. Take responsibility for the call and any action - say 'I can' and 'I will' and do it! If you have to go and get some information, do not leave your caller in the dark. Let him/her know why you are going away from the phone and for how long. Don't leave an "open" telephone lying on a desk where the conversations of yourself or your colleagues may be overhead. Do your best to ignore colleagues who try to attract your attention or to interrupt you while you are in conversation with a caller. If you are unable to ignore them, excuse yourself to the caller and put them on hold while you deal very quickly with the interruption....and try not to interrupt your colleagues during their calls.

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