Chapter #3 Summary and notes

Chapter #3 Summary and notes - Outline 1 Lesson 3 Winning...

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Outline
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1 Lesson 3: Winning Telephone Skills 2 Objectives Understand the power of the telephone Handle calls professionally Avoid the most common telephone mistakes Use proven techniques to place callers on hold and transfer calls in a positive, professional way Use a variety of techniques to continuously improve your telephone skills Consistently convey a positive, caring attitude 3 Winning Telephone Skills The telephone is the primary way that customers obtain service from many help desks The telephone will always play a role in customer service Professional telephone skills help to ensure that the help desk handles customer requests in a prompt, courteous, and consistent manner Consistency builds trust and teaches customers what they can expect during calls 4 Creating a Positive Telephone Image Responsiveness and a caring attitude are fundamental to a positive telephone image A customer’s perception is influenced by: o How long it takes to answer the telephone o The energy and enthusiasm analysts convey Conducting business over the telephone can be frustrating and impersonal When handled properly, the telephone can be an efficient, effective way to deliver support 5 Understanding the Power of the Telephone The telephone is one of the most common ways that businesses and customers communicate At a help desk, analysts may handle: o Incoming calls o Outgoing calls
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Telephone technology automates many of these activities 6 Understanding the Power of the Telephone (continued) 7 Understanding the Power of the Telephone (continued) Factors that influence the telephone technologies a help desk selects include: o The help desk’s size o The company’s goals o The nature of the company’s business o Customer expectations The technology a help desk uses affects how customer contacts are directed to analysts and how analysts’ performance is measured 8 Understanding the Power of the Telephone (continued) Voicemail - An interactive computerized system for answering and routing telephone calls, for recording, saving, and relaying messages, and sometimes for paging the user 90% of HDI members use voicemail 9 Understanding the Power of the Telephone (continued) The best companies diligently manage voice mail messages Calls are returned promptly, even if only to let customers know: o The call was received o It has been logged in the company’s incident tracking and problem management system o It is being handled 10 Understanding the Power of the Telephone (continued) Acknowledging a voice mail is not the same as resolving the customer’s problem or request The first step is to simply let the customer know that their voice mail message has been received and logged Voice mail requests are typically logged in the help desk’s incident tracking and problem management system Most incident tracking and problem management systems automatically assign a ticket number or unique identifier to logged customer requests
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