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Art of Building Connections

  1. First call resolution
  2. Dead-end scenarios
  3. Overcoming objections
  4. Weight of our tone of voice

solved-problem is solved, generates a survey at the end of the call waiting-problem is unsolved open-call is transferred

FITST CALL RESOLUTION -resolving customer interactions on the first call or contact -eliminates the chances for repeated callers -delivers a high quality of service

WHY IS IT IMPORTANT TO PRACTICE? -leads to improved CSAT and higher customer retention rate -agents spend less time dealing with repeat calls and spend more time handling more complex issues

HOW TO DO IT -Understand the customers needs -Set realistic expectations -Give clear instructions -Stay positive

DEAD-END SCENARIOS -Delivering bad news -Overcoming objections -Tactics and best practices

STEPS IN DELIVERING BAD NEWS

1. Acknowledge in what's happening and demonstrate that you've been listening.
2. Empathize with the earner by focusing on what they've told you.
3. Advocate for the earner. Appreciate them as human beings.
4. Tell the customer what you can do for them at that moment.

TIPS ON DELIVERING BAD NEWS -Be direct and honest -Be compassionate and understanding -Empathize to the customer by focusing on what they've told you -Do not mislead the customer -Don't take their actions personally

OVERCOMING OBJECTIONS

-Objections are inevitable and the key to understand why the customer is objecting- you must take the time to uncover this if you hope to move forward in a mutually beneficial way
-Paraphrasing and acknowledgement statements is key to help build a mutual understanding with the caller
-Remember, the caller is not upset with you, but to the situation he/she is having at the moment. Don't take it personally.

VALIDATING RESPONSES -ACKNOWLEDGE THEIR EXPERIENCE -Thank you for telling me that -I appreciate you letting me know

STEPS IN OVERCOMING OBJECTIONS

  1. Defuse the Situation- Allow the customer to vent out.
  2. Acknowledging with empathy.
  3. Respond with your positive intent to take action.

TONE OF VOICE

-Words are powerful
-The ability to talk to customer properly by using the right tone of voice while giving them the information they need is the foundation of excellent customer service. Especially because the interaction in customer service is impossible to be face-to-face so it's all about the tone of voice.

	IT'S NOT ABOUT WHAT YOU SAY , BUT IT IS HOW YOU SAY IT.

HOW TO DO IT?

  1. Set a positive tone.
  2. Say sorry.
  3. Stay calm.
  4. Smile.
  5. Show your understanding and be supportive.
  6. Make your customers happy.