Write down the facts as you hear them use facts to

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Write down the facts as you hear them Use facts to bring the customer back to the point Don't be side-tracked Keep to the point yourself Keep a smile in your voice Be business like Don't lose your temper Don't be abrupt Keep summarising regularly WHILE DEALING WITH UNFRIENDLINESS Smile as you speak Keep your voice up and pleasant Deal with the matter as quickly as possible Don't make personal remarks Get to the facts and stay with them Don't be sarcastic CLOSING THE CALL Give verbal signal that call is ending by quickly summarising what has been agreed Check whether everything has been covered Give the customer something extra for free Thank them for calling and hang up SWEARERS/ BAD WORDS: There is one small group of irate callers that has to be addressed here: the swearer. You may not get swearers very often, but when you do, you have to handle them professionally. First, call attention to the swearer’s vulgar language by saying, “Sir/madam, I can handle your problem, but I am not able to handle the swearing. I respectfully ask that you stop.” In most instances, making callers aware of what they are saying will halt the swearing. However, if it does not stop, this author advocates the “three strikes and you’re out” rule. If you ask the person to stop swearing twice more and the caller doesn’t, then hang up. You have to take control of the call.
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  • Summer '17
  • Amruta Turme
  • Complaint, Pleading, OFFICE OPERATIONS PRACTICAL, OPERATIONS PRACTICAL NOTES, PRACTICAL NOTES- AMRUTA

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